Adekunle Oshifisan
Eccles manchester,united kingdom
Summary
Results-driven Group Sales Coordinator with expertise in managing group bookings, contracts, and reservations. Proven ability to drive sales growth, ensure seamless event execution, and provide exceptional guest satisfaction. Skilled in Opera system, departmental SOPs, and telephone standards. Adept at prioritizing tasks, managing multiple projects, and meeting deadlines. Committed to contributing to departmental and hotel targets, objectives, and budgets.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Events and group reservation coordinator
Copthorne Hotel Manchester
Salford, united kingdom
01.2025 - Current
- Issue contracts and pro-forma invoices, ensuring all details are accurate and complete in line with agreed departmental standard.
- Implement strategies to convert group enquiries into confirmed bookings, meeting or exceeding sales targets.
- Work closely with Operations team to ensure smooth execution of group events and stays, ensuring guest satisfaction.
- Adhere to and help implement department SOP's and ensure compliance from all sales team members.
- Ensure that inbox fully up to date and that all quotes are responded to with in 4 hours and all other emails are dealt within 24 hours of receiving.
- Receive and convert incoming enquiries to achieve targets and maximize revenue.
- Fully conversant with Opera system and to apply it to individual and group reservations.
- Have comprehensive understanding of departmental telephone standards and that calls are answered and handled in timely manner in accordance with departmental standards.
- Create groups in systems, and enter all relevant important information.
- Draw up contracts for groups and follow ups.
- Complete daily, and weekly arrivals checks, ensuring all group bookings and roominglists are entered in to system and have all necessary details including payment methods and back-ups, to ensure there are no issues upon check in.
- Follow up on traces on daily basis and action them accordingly.
- Ensure cancellation policies are followed and deposits are taken correctly.
- Ensure accuracy of reservation market codes according to company guidelines.
- Positively contribute towards departmental and hotel targets, objectives and budgets.
- Arrange and carry out Hotel show rounds.
- Ensure complete administration and execution of all planned group arrivals.
Reservation agent
Copthorne hotel Manchester
Salford, United Kingdom
04.2024 - 12.2024
- Confirmed bookings via email or telephone, eliminating any miscommunications.
- Maintained up-to-date knowledge on hotel policies and discounts for informed responses.
- Assisted in handling group reservations effectively, resulting in smooth operations.
- Supported front desk operations when needed; ensured smooth workflow.
- Managed high volume calls for booking and reservation purposes.
- Coordinated with other departments for seamless client servicing.
- Communicated reservation confirmations to guests via telephone and email.
- Conducted calls professionally and politely to maintain excellent service standards.
- Dealt with high-volume calls and emails competently to meet service targets.
- Processed payments and online bookings with zero error.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Audit daily and weekly arrivals for proper billing, market code, segments, rate code, packages, special requests and preferences are well updated on booking prior to guest arrival.
- Manage booking extranet for updates, daily review and inventory management.
- Run daily no shows and cancellations reports charge accordingly
- Responded promptly to customer queries, ensuring satisfied clientele.
- Provided accurate information about availability and rates to prospective guests.
- Worked closely with sales team to maximise room occupancy.
- Ensure occupancy is balanced to avoid overbooking and book-out rooms.
Reservation Agent
Medallion Hospitality Services
03.2019 - 09.2023
- Conversant with facilities, service and special promotions offered by hotel and to pass this information on to guest whenever possibility arises in order to maximize hotel sales
- To provide hospitable service to standard laid down in operating procedure (SOP) manual
- Proactive and anticipate guest needs, to ensure all correspondence in connection with reservations and deal with accordingly
- Maintains positive working relationship with Central Reservations Office to ensure maximum occupancy and revenue targets are achieved
- Ensure all required reservations information are imputed into property management system, (Opera), at point of booking using reservation SOP procedures
- Takes payment or advanced deposits for group and individual bookings and update bookings accordingly to aid other departments operations smoothly
- Knowledgeable about of all rooms types, all their facilities and locations and offer alternative (iEDate, type of room) in case of non availability
- Worked in accordance with rooms and rate strategy, and ensure that all SOP comply with any revenue/finance audit
- Developed and maintain good working relationships with all departments in hotels and willingness to take on additional responsibilities when necessary
- First point of contact with guests, travel agents or other third-party partners ensuring that any disputes are resolved in efficient and professional manner
- Responds positively to all sales enquiries to convert enquiries into future booking
- Provides guests with good knowledge of hotel facilities, public areas, restaurants and bedroom types, upselling where possible either on telephone, emails or walk-in guest
- Makes considered and throughout booking and allocation decision based on availability and knowledge of prevailing market conditions
Reservations Agent/Sales Team
Intercontinental Hotel
10.2014 - 02.2019
- Answer to guest all requests about the hotel services, different room categories and alternatives, rates queries, special promotions through telephone and e-mail
- Stay updated with facilities, service and special promotions offered by the hotel and communicate professionally while attending to guest enquires in order to maximize hotel sales
- Ensure all room reservations are imputed into opera PMS professionally capturing correct guest profile, market segments, booking source, rate code reservation type, payment mode, billing information, room vs RTC, comments, entitled package at the point of booking
- Update all existing and new categories of room reservations: individual, group, corporate, government, local Travel Agent booking and OTA (Expedite, Hotels.com agoda, trip advisor, bookings
- Com, accordingly either through a telephone or email request inline withstandards operating procedures manual
- Respond to all guest requests in a professionally and hospitable manner to laid down standards operating procedure (SOP)
- Performs daily reservation arrival audits prior to all guest arrival and check-in time to ensure seamless process at the front office eradicating payment instructions delays, special requests/packages
- Fully aware of all rooms types and all their facilities and locations
- Able to offer an alternative (i
- E
- Date, type of room) if cannot provide what guests require
- To work in accordance with the rooms and rate strategy, and ensure that all SOP comply with any revenue/finance audit
- To develop and maintain good working relationships with all departments in the hotels especially front office, Housekeeping, Accounts
- Performs all other functions as requested by Reservation Manager such as not limited to profile merging, creating rate code, No show and late cancellations charges, run other reservation audit reports, group bookings uploading, front desk activities, sales&marketing, handling corporate account, to sync all missing online bookings with opera using PMS interface
- Perform to meet expected KPIs and conversion targets set by management
- Maintaining a professional and positive work ethic
- Delivering excellent guest service on the phone to all guests
- Achieving monthly targets set by the business
- Dealing with multiple restaurants as assigned by manager
- Maintaining knowledge of sites, offerings, and company values
- Being positive and responsive to any guest's requests
- Maximizing business opportunities in line with guest experience
- Informing supervisors and managers of any complaints/comments/perceived issues from guests and deal with where appropriate
- Being flexible to carry out any other reasonable duties and responsibilities within the job capability assigned as per the business needs
- Work alongside events team to ensure you pass on enquiries that reservations team are unable to accommodate but events may convert
Front Office Agent
Aries suites
Ikoyi, Nigeria
02.2011 - 09.2014
- Performes efficient and friendly check-in and checkout procedures in avoiding guest delays
- Manage all bills and payments correctly during guest arrivals and departures
- Ensures guests are aware of hotel amenities, promotions, packages and discounts options available to them to make their stay memorable
- Anticipating and achieving positive outcomes from guests' requests, enquires and complaints as laid down in standard operating procedure(SOP) in timely and efficient manner
- Updates Front Office Manager supervisors and duty Managers are kept fully aware of all relevant feedback from guests for proper followups
- Operate switchboard and assisting with guest inquiries about hotel
- Assisting reservations department with taking walk-in and phone reservations
- Collaborating and communicating with other internal departments in making guest feel home away from home
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities at available opportunities
- Comply with hotel security, fire regulations and all health and safety legislation
Education
B. SC - ACCOUNTING
Lagos state university
Lagos, Lagos 01.2005 - 01.2010
Skills
- Opera PMs ,opera cloud, Salesforce
- Call Centre environment
- Excellent organisational skills
- Positive attitude and good communication skills
- Computer literacy
- Proficient in Microsoft office tools
- Good organisational and administration skills
- Problem resolution
- High level of IT skills
- Flexibility
- Reliability
- Ability to use initiative working on own and as part of team
Certification
- Code of Conduct, 01/01/10
- Code of Conduct Training, 01/01/10
- Code of Conduct - Focus on Anti-Bribery, 01/01/10
- Data Privacy - Handling personal data (English) - EMEA, 01/01/10
- General Fire Training, 01/01/10
- Handling Credit Cards Securely - EMEA, 01/01/10
- Introduction to Information Security - EMEA, 01/01/10
- PCI Compliance - Best Practices for Hotel Management EMEA, 01/01/10
- PCI-Understanding PCI Compliance EMEA, 01/01/10
Timeline
Events and group reservation coordinator
Copthorne Hotel Manchester
01.2025 - Current
Reservation agent
Copthorne hotel Manchester
04.2024 - 12.2024
Reservation Agent
Medallion Hospitality Services
03.2019 - 09.2023
Reservations Agent/Sales Team
Intercontinental Hotel
10.2014 - 02.2019
Front Office Agent
Aries suites
02.2011 - 09.2014
B. SC - ACCOUNTING
Lagos state university
01.2005 - 01.2010
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