Sinead Halls
London
Summary
Dynamic professional with expertise in customer service, rate negotiation, and driving sales targets. Skilled in revenue-generating strategies, upselling techniques, and time management to optimise business outcomes. Experienced in event planning, staff supervision, and conflict resolution, with a strong focus on cultural sensitivity and effective communication. Adept at multi-line phone operation and fostering client satisfaction to achieve organisational goals.
Overview
25
25
years of professional experience
2025
2025
years of post-secondary education
Work history
Cluster Reservations Supervisor
Montcalm Hotels
London
03.2022 - 02.2025
- Company Overview: a 19 hotel, 5-star hotel chain in central London
- I am fully responsible for the team’s weekly rotas, daily task sheets which advise staff members off their daily duties, dealing and handling complaints until they are resolved and the day to day running of the office
- I take an average 100 calls through the day, so I am adept at multi-tasking and reaching my targets while I do it
- I am fully competent in Opera, Excel, Word, handling corporate bookings and a large flow of diverse emails
- I fully manage a rota of 25 people for our 24-hour office, including day & nights staff
- I manage 4 different email inboxes which have a 2-hour turnaround response, so I am used to working with deadlines and under extreme pressure
- I am confident when utilising 3rd party Extranets, loading GDS rates, getting involved with revenue decisions and effectively managing these platforms on a day to day basis
- I enjoy the wide variety of tasks this role consists off and feel confident in managing a large team
- A 19 hotel, 5-star hotel chain in central London
- Monitored room availability with precision, ensuring optimal usage.
- Maintained accurate reservation records to facilitate seamless check-ins and check-outs.
- Contributed proactive suggestions during team meetings, fostering innovation.
- Upheld brand standards by delivering top-notch guest services.
Development Support Executive
PRIORITY Business Ltd
01.2015 - 12.2018
- I was solely responsible for Data input and management to build the company database
- I coordinated all activity within the company and from our outside clients / suppliers
- I also worked closely with the head of strategic relationships daily and have now taken on more of this job role within the company
- This included negotiating contracts, putting together all rate / company acceptances
- One Full day a week I worked in the accounts department
- This involves processing and chasing invoices, payments and commissions
- Coordinated team meetings, leading to effective communication.
- Managed complaints for improved customer relationships.
- Streamlined operations for enhanced efficiency through implementing new processes.
- Resolved technical glitches with expertise, ensuring minimal downtime.
- Identified potential upselling opportunities whilst interacting with customers.
- Improved customer satisfaction by promptly handling and resolving issues.
- Ensured smooth delivery of services by coordinating with various departments.
- Contributed to meeting departmental goals through committed teamwork.
- Fostered long-term relationships with clients through consistent follow-ups.
- Delivered high-quality support to customers, resulting in repeat business.
- Assisted in developing frequently asked questions and answers, enhancing self-service options for customers.
- Handled complex customer queries to ensure satisfactory resolution.
- Coordinated staff training to maintain team abilities, facilitate growth and uphold compliance.
Reservations Manager
Belstead Brook Muthu Hotel
01.2000 - 01.2015
- This Job entailed dealing with the general public, maintenance of all hotel websites, dealing with customer complaints, sales and marketing and preparing and completing reports for our Head office
- Receptionist, Cashiering, billing, customer service, administration, telephone duties
- Streamlined booking process by implementing new software system.
- Assisted front office during peak hours, ensuring seamless service delivery.
- Addressed customer complaints, resulting in increased loyalty and repeat bookings.
- Updated reservation policies, leading to fewer cancellations and no-shows.
Education
Level 3 diploma - counselling
Skills
- Customer service
- Rate negotiation
- Cultural sensitivity
- Driving sales targets
- Event planning experience
- Staff supervision
- Conflict resolution
- Multi-Line phone operation
- Upselling techniques
- Time management
- Revenue generating strategies
Personal Information
Hobbies: My hobbies include reading, exploring London, learning new skills and constantly improving my wellbeing whilst spending time with my family and friends. During my maternity leave, I began studying for a Level 3 diploma in counselling, which has helped me develop my interests into a potential career one day, as well as helping me develop my natural skills further. This course strengthened my needs to constantly learn and evolve as a person.
Custom
Available on request.
Timeline
Cluster Reservations Supervisor
Montcalm Hotels
03.2022 - 02.2025
Development Support Executive
PRIORITY Business Ltd
01.2015 - 12.2018
Reservations Manager
Belstead Brook Muthu Hotel
01.2000 - 01.2015
Level 3 diploma - counselling
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