VICTORIA DUNN

• Leading the pre-opening setup and strategic development of the Reservations and Revenue Department
• Establishing reservations procedures, standards, and operational workflows in line with brand standards
• Implementing and configuring Opera PMS, channel management systems, and online distribution platforms IDEAS RMS system
• Developing and executing revenue strategies to maximise occupancy, ADR, and overall hotel profitability
• Monitoring competitor pricing, market trends, and demand forecasting to drive commercial performance
• Managing room inventory, rate structures, packages, and promotional offers across all booking channels
• Building and maintaining relationships with corporate clients, travel agents, OTA partners, and tour operators
• Recruiting, training, and mentoring the reservations team to deliver exceptional guest service standards
• Creating SOPs, reservations policies, and departmental training manuals for pre-opening operations
• Coordinating closely with Sales, Front Office, Finance, and Marketing departments to ensure operational readiness
• Conducting system testing, rate loading, and booking audits prior to hotel launch
• Managing group bookings, contracted business, and FIT reservations in accordance with revenue strategy
• Preparing daily, weekly, and monthly forecasting, pick-up, and revenue performance reports
• Ensuring seamless guest journey planning from reservation stage through to arrival experience
• Supporting the hotel opening strategy to achieve budgeted revenue targets and market positioning

• Supported hospitality industry initiatives and member engagement activities
• Assisted with administrative coordination, communications, and event-related operations
• Maintained professional relationships with hospitality partners and stakeholders

• Managed front desk operations and appointment scheduling
• Delivered excellent customer service in a fast-paced reception environment
• Handled client enquiries, payments, and administrative duties efficiently

• To manage the daily operations and efficient running of the Reservations Department.
• Provide direction and leadership to Reservations team, assisting them to achieve their potential and achieve overall departmental objectives.
• To drive the team to achieve goals (Revenue and Quality targets, i.e., Up selling, GSM, Test calls, etc.) and develop new ideas to improve processes
• To demonstrate an -depth knowledge and understanding of hotel systems to include and not limited to Opera ORS, Opera PMS, CRM, etc.
• To ensure all administrative procedures are completed accurately and in accordance with the departmental and Hotel guidelines
• To ensure Guests’ profiles are updated and merged regularly according to the Company SOP’s
• To ensure accurate, up to date contract information, rate agreements, data input into Opera Reservation System, for both existing and new clients
• To ensure that all accounting procedures are adhered to in conjunction with the Revenue Managers.
• To ensure all free sale and inventory are being keep up to date with either the help of closeout charts or relevant website.
• To ensure that all FIT bookings are dealt with, following the correct procedure, rate codes and proper profile selection.
• To make sure all websites are checked daily with correct rate strategy
• To update process, generate and distribute daily weekly and monthly reservation reports

• I am responsible in leading a team of around 24 in my Front Office departments, this consists of Reception, Concierge, and nights.
• Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted. Complete rosters on a weekly basis.
• I manage all guest feedback. Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Work closely with department managers and supervisors to develop them both personally and professionally.
• Review work procedures and operational problems to determine ways to improve service, performance, or safety.
• Maintain complete knowledge of all front office department policies/service procedures.
• Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth, and development.

• Managing the diary of directors.
• Organizing meeting rooms and travel arrangements when needed.
• Ensuring all emails were completing
• Imputing data onto the computer system.
• Filling away reports and files.
• Minute taking at the director’s meetings.
• General administration duties.
• Reception duties.

• Assisting the Front office Manager in the daily running of the reception team.
• Checking in guests.
• Checking guests out.
• Providing excellent customer service to all guests.
• Problem solving.
• Complained handling and helping with all guest feedback.
• Training and developing the team.
• General reception duties.

• Cashiering and refunds
• Dealing with telephone calls.
• Merchandising the shelves.
• Restocking.
• Helping customers in store.