Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
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Ann-Marie Gray

Freiston, Boston,Lincolnshire

Summary

Hospitality expert with a proven track record in revenue maximization and customer satisfaction, skilled in CRM software and yield management. Successfully leads teams in high-pressure settings, focusing on strategic sales and revenue growth. Committed to luxury service standards and compliance with industry regulations. Aspires to advance in hotel management through innovative strategies and exceptional service delivery.

Overview

33
33
years of professional experience

Work history

Reservations Manager

Bankside Hotel Marriott Autograph Collection 5Star
City of London
10.2022 - 05.2024
  • Maximised revenue through team incentives to convert enquiries into sales.
  • Ensured adherence to company standards and high customer service levels within budget guidelines.
  • Produced and analysed internal and external reports, including revenue forecasts and budget variances.
  • Implemented revenue management operations, procedures, and best practices.
  • Prepared and delivered annual budgets effectively.
  • Maintained third-party platforms for seamless operations.
  • Maximised event and group bookings while exploring additional revenue streams.
  • Resolved membership issues and managed bookings via email, telephone, and in-person interactions.
  • Kept up-to-date inventory records to avoid overbooking or underbooking issues.
  • Addressed customer complaints, resulting in increased loyalty and repeat bookings.
  • Coordinated staff schedules for optimal efficiency.
  • Collaborated closely with sales team on corporate bookings, enhancing business relationships.
  • Negotiated rates with travel agencies to maximise profit margins.
  • Ensured timely resolution of disputes by coordinating effectively between guests and departments.
  • Improved customer satisfaction with quick and accurate reservations.
  • Liaised with housekeeping to ensure rooms were ready upon guest arrival.
  • Developed promotional strategies for higher room occupancy during off-peak seasons.
  • Maintained excellent communication with guests prior to arrival for smooth check-in process.
  • Managed large groups and events bookings with ease and efficiency.
  • Monitored competitor activities for benchmarking hotel services and pricing strategy.
  • Conducted regular meetings with department heads for operational updates.
  • Trained team members to improve performance and productivity.
  • Updated reservation policies, leading to fewer cancellations and no-shows.
  • Streamlined booking process by implementing new software system.
  • Evaluated performance of reservation staff regularly, identifying areas of improvement.
  • Implemented cross-training among staff, creating a multi-skilled workforce.
  • Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
  • Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
  • Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
  • Conducted calls professionally and politely to maintain excellent service standards.
  • Communicated reservation confirmations to guests via post and email.
  • Dealt with high-volume calls and emails competently to meet service targets.
  • Completed bookings and reservation amendments using hospitality property management software.
  • Acted as first point of contact for customers to resolve potential issues with reservations.
  • Processed payments and online bookings with zero error.
  • Recommended hotel packages and initiatives to customers for increased business profits.
  • Employed strong product and systems knowledge to handle booking enquiries.
  • Negotiated corporate reservation rates to meet client budget requirements.
  • Liaised with corporate booking agents to coordinate and update itineraries.
  • Maintained product knowledge to provide accurate information on local tour services.
  • Represented brand to domestic and international guests with exemplary presentation skills.
  • Planned travel itineraries for families and corporate clients with diverse needs.
  • Managed high volumes of incoming calls using VoIP system.
  • Anticipated and promptly responded to guests requests for upgrades and restaurant bookings.
  • Identified and engaged prospective business clients to increase corporate bookings.
  • Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
  • Identified potential selling opportunities within booking process, including car hire and insurance.
  • Handled customer complaints calmly and professionally to maintain hotel reputation.
  • Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
  • Coached front of house teams in delivering smooth, professional reception services.
  • Directed maintenance staff to keep facility and grounds at optimum standards.
  • Recruited high-performing hospitality staff, onboarding with appropriate training.
  • Maximised occupancy rates by optimising reservation and housekeeping processes.
  • Managed hotel budgets through careful planning and business strategy.
  • Directed bar, restaurant and room service activities to promote sales and guarantee customer satisfaction.
  • Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.

Reservations, Group Events Manager

Grantley Hall
Grantley, North Yorkshire
11.2021 - 10.2022
  • Company Overview: 5 Star-North Yorkshire
  • Overseeing the smooth operational running of a Reservations Team of 12 staff
  • Maximising revenue wherever possible and incentivising the team to convert enquires into sales in order to maximise revenue & occupancy.
  • Ensuring that the team maintain company standards together with high levels of customer service and keeping within the budgeted cost guidelines.
  • Responsible for the production and analysis of internal/external report statistics within timescales: eg revenue forecasts and cost analysis in variance to budget.
  • Implement revenue management operations, procedures and best practices.
  • Deal with individual clients on a 1-2-1 basis to ensure all needs are met from high end clients.
  • Deal with group bookings and weddings/events.
  • Achievements: Improved team performance satisfaction through effective management
  • 5 Star-North Yorkshire
  • Ensured client satisfaction by providing superior event management solutions.
  • Coordinated travel arrangements for guests and speakers at conferences.
  • Balanced multiple projects simultaneously whilst maintaining attention to detail in a fast-paced environment.
  • Oversaw set-up and breakdown of events to maintain an organised workspace.
  • Worked closely with clients to understand their specific requirements for the events.
  • Liaised between clients, staff, and third-party vendors for harmonious event operations.
  • Delivered high-quality services by coordinating with various teams.
  • Developed detailed timelines and checklists to streamline work procedures.
  • Facilitated effective team communication, resulting in better coordination during events.
  • Organised complex logistics to ensure smooth running of events.
  • Dealt effectively with last-minute changes to schedules or plans during events.
  • Negotiated contracts with vendors, securing favourable terms for the company.
  • Established relationships with suppliers for efficient event operations.
  • Handled queries and complaints from attendees professionally.
  • Handled budgeting tasks, reducing unnecessary expenditure on events.
  • Collaborated with marketing teams to generate publicity for events.
  • Facilitated smooth running of events, leading pre-event team briefings to present final action plan and provide updates on last-minute details.
  • Liaised with clients to determine event requirements and constraints, outlining package options to meet needs and exceed expectations.
  • Led tours for customers planning events, weddings and conferences.
  • Obtained client feedback to determine improvements for future events.
  • Negotiated costs with suppliers to meet client event budgets.
  • Promoted seasonal offers to maximise event space bookings.
  • Created bespoke packages for clients based on event requirements.
  • Assessed individual customer needs and recommended event packages to suit.

Service and Repair Customer Service Manager

Boilerplan UK
, West Yorkshire
11.2020 - 10.2021
  • Company Overview: York
  • Managed a team of 6
  • Responsibility for the operations and sales channel of the business
  • Accountable for all KPI's and SLA's are achieved through all of the customer base (B2B) and (B2C)
  • First point of contact for all customer complaints to deal with any issues that arise during the week.
  • Achievements: maximise efficiency and reduce travelling time.
  • Improve efficiency within the channel to increase profitability and Jobs
  • Train and support the Sales and Administration team to confidently upsell products and services.
  • York
  • Promoted products effectively to increase sales.
  • Maintained positive relationships through effective communication.
  • Cultivated a productive work culture by encouraging teamwork.
  • Enhanced operating procedures for smoother workflow.
  • Raised company reputation with high-quality customer care.
  • Improved operational efficiency by identifying areas of improvement.
  • Streamlined processes for improved team efficiency.
  • Collaborated cross-functionally for seamless service delivery.
  • Conducted regular meetings for transparent communication.
  • Ensured business objectives met through strategic planning.
  • Delivered exceptional service by addressing customer queries promptly.
  • Managed challenging situations to ensure customer satisfaction.
  • Implemented training programmes, enhancing team capabilities.
  • Demonstrated leadership skills in managing diverse teams.
  • Facilitated staff development with ongoing training initiatives.
  • Oversaw daily operations, ensuring optimal performance.
  • Resolved complaints efficiently, fostering customer loyalty.
  • Navigated complex issues to provide apt solutions.
  • Actioned customer feedback to promote continued service improvement.
  • Facilitated communication and collaboration across departments.
  • Briefed and motivated staff to deliver daily operational requirements.
  • Executed data-driven sales and marketing strategies to boost revenue.
  • Kept appropriate stock levels to meet operational needs.

Business Manager General Manager

Park Lodge
06.2019 - 10.2020
  • Company Overview: East Yorkshire
  • Managed a team of 22 part-time and full-time staff.
  • Overall accountability for the 244-acre site including 44-acre Clay shoot, restaurant, event space and meeting rooms and 2 bar areas, on site retail shop and spa.
  • Reporting on daily revenue and cash flow at the business site, sole responsibility for the P&L.
  • Leading meetings to discuss profits and losses, efficiency, and implementation of SOP and procedures to further streamline the business.
  • Obtain new business through meet and greet Fam trips for events, Charities, weddings and party's.
  • Achievements: Cost reducing and streamlining the team to work efficiently.
  • Designing an online booking system to provide customer safety during the Covid 19
  • Planning and procedure the business to create a safe working environment for all
  • East Yorkshire
  • Identified growth opportunities to expand company reach.
  • Ensured compliance with regulations by conducting routine audits on operations procedures and processes.
  • Introduced innovative technologies into everyday practices, improving overall productivity and efficiency levels within the firm.
  • Resolved conflicts amongst staff, promoting a harmonious work environment.
  • Negotiated contracts with suppliers for cost reductions.
  • Managed budget forecasts to ensure financial stability.
  • Conducted performance reviews to identify areas of improvement.
  • Achieved better customer relations with regular client meetings.
  • Devised sales targets, driving the team's motivation and focus towards achieving them.
  • Built high-performing teams to achieve organisational objectives.
  • Established successful partnerships with other companies for mutual growth.
  • Directed administration and optimisation of financial operations, payroll and accounting processes.

Reservations, Group, Sales, Events Revenue Manager

The Grand Hotel & Spa 5Star
York, North Yorkshire
09.2017 - 12.2018
  • Company Overview: 5 Star Splendid Hospitality-York
  • Overall accountability for the day-to-day operations of the reservations department and events of a team of 10.
  • Creating a rooms rate strategy including updating accommodation rates on a daily basis.
  • Continually monitor the competition within the comp set through OTA Insight and STR.
  • To support and assist in producing the hotel budget on an annual basis and assist with forecasting the rooms revenue on a weekly basis.
  • Complete weekly and monthly reports on rooms revenue, events and conferences.
  • Achievements: Built an innovative team, to coach and motivate to ultimately increase room revenue and continually meet budget. Along with the Revenue Manager transferred the Hotel onto SynXis CRS system to run alongside our PMS system.
  • Creating and monitoring upsell strategies and incentives.
  • 5 Star Splendid Hospitality-York
  • Enhanced room yield by implementing dynamic pricing strategies.
  • Analysed market trends, customer needs for developing effective business strategies.
  • Created detailed financial reports, aided top-level decision making.
  • Provided training sessions on revenue management systems to front office staff.
  • Monitored distribution channels, ensuring optimal availability and rate parity.
  • Coordinated with sales team to develop strategic promotions and packages.
  • Collaborated closely with finance department on budgeting and forecasting tasks.
  • Ensured compliance with regulatory standards during all financial proceedings.
  • Optimised revenue opportunities by continuously analysing performance metrics.
  • Participated actively in weekly revenue meetings, shared valuable insights.
  • Developed comprehensive pricing strategies for maximising profit margins.
  • Forecasted demand accurately, reduced inventory spoilage.
  • Implemented yield management practices to drive overall hotel revenue.
  • Conducted regular competitor analysis to stay ahead in the industry.
  • Managed daily pick-up analysis, strategy adjustments and reporting for improved efficiency.
  • Increased hotel's market share with effective revenue management techniques.
  • Worked alongside marketing team to create promotional campaigns that increased brand visibility.
  • Kept abreast of industry developments, integrated new technologies into existing systems when beneficial.
  • Streamlined booking processes to enhance guest satisfaction rates.
  • Maximised revenue opportunities through upselling and cross-selling.
  • Drove sales activity to deliver against revenue and marketing objectives.
  • Updated internal systems with accurate, current data to maintain analysis integrity.
  • Identified risks and opportunities to add revenue value to company performance.
  • Monitored commercial performance to improve forecasting and budget strategy.
  • Educated teams on sales and marketing best practices to grow profits.
  • Set and implemented pricing to drive performance and return on investment.

Reservations, Sales Events Revenue Manager

IHG GROUP Hotel Indigo
York, North Yorkshire
08.2016 - 09.2017
  • Company Overview: 4-5 Star - Splendid Hospitality-York Sister Hotel to the Grand
  • Enhanced online reputation score by managing customer reviews effectively.
  • Monitored distribution channels, ensuring optimal availability and rate parity.
  • Worked alongside marketing team to create promotional campaigns that increased brand visibility.
  • Ensured compliance with regulatory standards during all financial proceedings.
  • Developed comprehensive pricing strategies for maximising profit margins.
  • Optimised revenue opportunities by continuously analysing performance metrics.
  • Responsible for best practice standards to include: competitor analysis; environmental scanning, business mix yield management, length of stay yield management (minimum stay strategy etc), room category upselling, inventory availability by channel, pricing control and new pricing concepts
  • Daily pick-up analysis, analyzing booking patterns, strategy adjustments and BOB/pick up/rate reporting.
  • Provide weekly dynamic forecast of expected results, variances and budget comparisons to be delivered to the board on a quarterly basis.
  • Manage growth of ADR
  • Evaluate performance of distribution partners and contracted rates (OTAs, wholesalers, tour operator, corporate, consortia, groups, etc).
  • Achievements: Increased revenue through implementing an innovative room strategy.
  • Increased F&B revenue through increased room occupancy.
  • Improved guest relations through assuming management of Reception.
  • 4-5 Star - Splendid Hospitality-York
  • Implemented yield management practices to drive overall hotel revenue.
  • Forecasted demand accurately, reduced inventory spoilage.
  • Enhanced room yield by implementing dynamic pricing strategies.
  • Kept abreast of industry developments, integrated new technologies into existing systems when beneficial.
  • Participated actively in weekly revenue meetings, shared valuable insights.
  • Coordinated with sales team to develop strategic promotions and packages.
  • Increased hotel's market share with effective revenue management techniques.
  • Conducted regular competitor analysis to stay ahead in the industry.
  • Monitored commercial performance to improve forecasting and budget strategy.
  • Evaluated pricing against rival firms to maximise revenue whilst remaining competitive.
  • Educated teams on sales and marketing best practices to grow profits.
  • Set and implemented pricing to drive performance and return on investment.
  • Managed multi-channel advertising campaigns to support sales objectives.
  • Brainstormed ideas with clients and stakeholders to maximise project potential.
  • Compiled and reviewed consumer data on patterns and preferences for marketing information.

Sales, Reservations & Revenue Manager

SYHA HOSTELLING SCOTLAND, NATIONAL OFFICE
Stirling, Stirlingshire
01.2007 - 06.2016
  • Company Overview: Stirling
  • Manage a team of 8 staff
  • Set sales targets and service level standards for all team members and monitor KPIs
  • Plan and prioritise personal and team sales activities to achieve agreed business aims including sales and maximise inbound and outbound sales
  • Prepare staff rotas to meet business demands deal with staff absence and discipline.
  • Follow all leads to achieve maximum sales including up selling of all products.
  • Achievements: Instrumental in introducing a full call monitoring and routing system to manage calls and route flow traffic.
  • Successful negotiation, maintaining commercial interest of the business alongside customer needs.
  • Instrumental in bringing bad debt under control in an ever-changing environment.
  • Personally responsible for year-on-year growth of 30% on bookings. own contribution - from £982k to £1.2M.
  • Stirling
  • Analysed market trends, customer needs for developing effective business strategies.
  • Created detailed financial reports, aided top-level decision making.
  • Managed daily pick-up analysis, strategy adjustments and reporting for improved efficiency.
  • Forecasted demand accurately, reduced inventory spoilage.
  • Ensured compliance with regulatory standards during all financial proceedings.
  • Developed comprehensive pricing strategies for maximising profit margins.
  • Provided training sessions on revenue management systems to front office staff.
  • Updated internal systems with accurate, current data to maintain analysis integrity.
  • Maximised revenue opportunities through upselling and cross-selling.
  • Identified risks and opportunities to add revenue value to company performance.
  • Conducted market research to understand customer base and enhance products.

Customer Relations Officer

BRITISH GAS
01.1998 - 12.2001
  • Company Overview: Leeds
  • Responsible for the development of new quality team and providing support to senior management.
  • Achievements: Setting up a new team to deal with the problems faced by the fierce competition created by the opening up of the energy market.
  • Achieving and surviving the above.
  • Leeds

Buyer/Credit Controller

SAPOFLOW LTD
Barnsley, South Yorkshire
12.1991 - 12.1997
  • Company Overview: South Yorkshire
  • Sales processing and revenue management.
  • Achievements: Influential in tendering further afield, achieved greater buying margins on key products, which in turn increased profitability.
  • South Yorkshire
  • Streamlined inventory control with regular stock checks and updates.
  • Liaised with sales department for achieving better client communication.
  • Assisted in preparation of monthly reports, ensuring transparency in operations.
  • Developed strong relations with clients, fostering loyalty and trust on both ends.
  • Streamlined debt collection processes resulting in improved financial health of the company.
  • Monitored client's credit situation closely, mitigating risks associated with late payments.
  • Conducted regular account reviews to maintain accurate records.
  • Monitored outstanding balances and followed up payments.
  • Tracked outstanding debtor balances and collected incoming cash on accounts whilst maintaining good customer relationships.
  • Monitored and responded immediately to messages and phone calls regarding credit control issues.
  • Chased clients to procure payments in line with agreed terms and conditions.

Carer

Homebased
05.2024 - 05.2025

Education

A-Levels - History Computer Studies

Royds School
Leeds

Skills

  • Leadership
  • System experience
  • Staff management
  • Sales and revenue strategy
  • CRM software usage
  • Knowledge of gds systems
  • Revenue maximisation
  • Reservation system mastery
  • High-Pressure environment adaptability
  • Customer satisfaction focus
  • Yield management proficiency
  • Microsoft office suite proficiency
  • Hospitality industry regulations awareness
  • Rate setting understanding
  • Time management proficiency
  • High-Level communication
  • Travel agency relations
  • Revenue analysis reporting
  • Up-Selling techniques mastery
  • Pricing strategy knowledge
  • Financial budgeting
  • Service level agreement understanding
  • Overbooking management
  • Luxury service standards
  • Tactful diplomacy
  • Revenue analysis competence
  • Organisational efficiency
  • Reservation system operation
  • Research and analysis
  • Rooms division
  • Training programme development
  • Customer satisfaction
  • Customer relationship management
  • Hospitality maintenance
  • Hotel management
  • Complex problem-solving
  • Workflow coordination
  • Front desk operations
  • Calm under pressure
  • Product knowledge
  • VIP management
  • Incoming call management
  • GDPR adherence
  • Exceptional communication
  • Cancellation management
  • Astute decision making
  • Holidex
  • Reservation billing
  • OnQ
  • Complaint handling
  • Empathetic listener
  • Friendly demeanour
  • Working with KPIs
  • Opera
  • Professional telephone etiquette
  • Warm lead conversion
  • Specials cross-selling
  • Refund processing
  • Client relationship building
  • Call centre experience
  • Booking management
  • Team Leadership
  • Cultural awareness
  • Health and Safety Compliance
  • Public speaking

Affiliations

  • Travel and Motorsports

Timeline

Carer

Homebased
05.2024 - 05.2025

Reservations Manager

Bankside Hotel Marriott Autograph Collection 5Star
10.2022 - 05.2024

Reservations, Group Events Manager

Grantley Hall
11.2021 - 10.2022

Service and Repair Customer Service Manager

Boilerplan UK
11.2020 - 10.2021

Business Manager General Manager

Park Lodge
06.2019 - 10.2020

Reservations, Group, Sales, Events Revenue Manager

The Grand Hotel & Spa 5Star
09.2017 - 12.2018

Reservations, Sales Events Revenue Manager

IHG GROUP Hotel Indigo
08.2016 - 09.2017

Sales, Reservations & Revenue Manager

SYHA HOSTELLING SCOTLAND, NATIONAL OFFICE
01.2007 - 06.2016

Customer Relations Officer

BRITISH GAS
01.1998 - 12.2001

Buyer/Credit Controller

SAPOFLOW LTD
12.1991 - 12.1997

A-Levels - History Computer Studies

Royds School

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Ann-Marie Gray