ALFREDO CAMACHO

• Room Inventory Management: Oversee and manage room availability, ensuring optimal room assignments and inventory control.
• Reservation Coordination: Ensure that reservations are properly inputted, updated, and communicated across departments.
• Guest Requests and Special Requirements: Handle guest requests such as special accommodations, preferences, or upgrades, ensuring satisfaction.
• Room Status Updates: Communicate room status (clean, dirty, inspected, etc.) to housekeeping, front desk, and other departments.
• Overbooking Management: Monitor and resolve overbooking issues, ensuring minimal impact on guest experience.
• Coordination with Front Desk: Collaborate with the front desk to guarantee smooth check-in/check-out processes and accurate room assignment.
• Forecasting and Reporting: Assist in forecasting room occupancy and generating reports related to room availability and bookings.
• Guestroom Quality Control: Ensure rooms meet the Fairmont’s standards for cleanliness, maintenance, and amenities.
• Handling VIP and Group Arrivals: Ensure VIP and group bookings are prioritized and special needs are met.
• Cross-Department Communication: Maintain strong communication with other departments (e.g., Housekeeping, Maintenance, Revenue) to ensure guest satisfaction and operational efficiency.
• Operational Problem Solving: Resolve any room-related issues quickly and effectively, such as maintenance requests or guest complaints.
• Ensuring Compliance with Hotel Policies: Uphold Fairmont’s policies and procedures, ensuring smooth operations and guest satisfaction.

Proficiency with Nor1:

• Dynamic Pricing and Upselling: Ability to use Nor1’s platform to manage and implement dynamic pricing, identify upselling opportunities, and make pricing adjustments based on real-time demand.
• Data Analysis: Analyze guest preferences, past booking data, and other relevant metrics to optimize room allocations and increase revenue.
• Automation and Reporting: Generate reports using Nor1’s tools to track the effectiveness of revenue strategies, upselling, and guest satisfaction.

Reservations Management:

• Rate Management: Implement and monitor pricing strategies across different booking channels, ensuring that the rates are competitive and aligned with the hotel's overall revenue goals.
• Accuracy in Data Entry: Ensure the data entered into the system is correct, which can have a direct impact on guest satisfaction and revenue.

· Customer Service and Communication:

• Guest Interaction: While not always directly interacting with guests, Rooms Controllers often provide essential information to the Front Desk or Reservations team to communicate special requests or VIP treatment.

· Revenue Management:

• Maximizing Revenue: Using Nor1’s features, a Rooms Controller can support the hotel’s revenue management strategies by ensuring rooms are allocated efficiently and guest upgrades are offered where possible.
• Forecasting Demand: Understand trends in demand and use that data to assist in forecasting room occupancy and adjusting strategies for peak times.

· Technical Acumen:

• Hotel Management Systems (PMS): Familiarity with integrating Nor1 with the hotel’s Property Management System (PMS) and other relevant technology platforms.
• Software Integration: Ability to troubleshoot and ensure smooth integration between Nor1 and other systems used at the property.

· Multitasking:

• The ability to manage multiple tasks simultaneously, such as room allocation, upselling opportunities, guest preferences, and monitoring system performance, while maintaining accuracy and efficiency.

• As Supervisor created SOPs for department training of new hires, ongoing training
• Handled billing information via rooming lists and contracts
• Managed a team of three Group Reservation Coordinators (GRCs)
• Assigned GRC team groups based upon total room nights, reservation due dates, arrival dates to ensure groups received prompt, attentive and detailed service
• Attended Operations meeting to discuss interdepartmental relations and ways to improve processes
• Carried out day-to-day duties accurately and efficiently
• Works with Director of Revenue and Reservations Leadership to track pick up and daily activity of all definite groups, to ensure optimum occupancy and revenue achieved
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
• Ran reports and lead weekly group pick up meeting with Director of Revenue, Conference Service Managers, Director of Sales ad Reservations Management
• Handle special details, such as rates, alerts and room blocking based on the contracted room types
• Ability to handle groups of 1,800-3,500+ total room nights
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
• Provided customers with information about availability and pricing
• Resolved various issues and discrepancies for customers
• Handled billing information over phone
• Investigated and identified alternative accommodation solutions for customers to provide superior customer service
• Maintained awareness of types of rooms available in different resort locations

• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
• Provided customers with information about availability and rate
• Resolved various issues and discrepancies for planners
• Handled billing information via rooming list and contracts
• Maintained awareness of types of rooms available in different resort locations
• Provided follow through on all calls with confirmations and dissemination of requested information
• Carried out day-day-day duties accurately and efficiently
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
• Utilized Passkey and Delphi to input all key data into hotel's database system
• Arranged for group hotel bookings in collaboration with sales department for weddings and special events
• Resolved various issues and discrepancies for customers
• Worked with Sales team to review first draft of contracts prior to sending to clients to ensure revenue figures matched the rates in room blocking grid summed up to quoted anticipated room revenue
• Created room in Salesforce based upon contract to ensure proper inventory was pulled from hotel system (Opera) and rates loaded properly
• Works with Director of Revenue and Reservations Leadership to track pick up and daily activity of all definite groups, to ensure optimum occupancy and revenue are achieved
• Complete new hire training, ongoing training and monitoring of team
• Handles special details, such as rates, alerts, room blocking (RTC, Origin, Specials, Features, etc.) billing, comments, and VIP guests
• Participates in weekly group pick up meeting with Director of Revenue Optimization, Conference Services Managers, Director of Sales, and Reservations Management team
• Ability to handle groups with up to 1,800 total room nights
• Provided customers with information about availability and pricing

• Greeted and welcomed all hotel guests with welcoming smile
• Increased hotel revenue, profits and market share through suite upgrades, late checkouts and half-day stays
• Updated team members about changes in hotel products, services, pricing and policies
• Made and confirmed reservations
• Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
• Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers
• Verified customers' credit and established how customer would pay for accommodation
• Computed bills, collected payments and made change for guests
• Greeted and registered guests and issued keys
• Processed 100 reservations per hour

• Set house for sold out nights ensuring that each guest was accommodated appropriately
• If room type was unavailable, provided suite upgrade to ensure positive stay
• Improved customer service ratings through responses from guest surveys
• Recruited and trained 7 new members of guest service team
• Accommodated guests' requests for suite moves and suite upgrades
• Escorted guests to their assigned rooms, including transporting their luggage
• Reviewed account information and charges with guests during check-out
• Collaborated with maintenance and housekeeping to ensure all rooms with maintenance or housekeeping challenge were available on sold out nights
• Resolved service-related problems in timely manner
• Verified that personal and payment information on guest accounts was accurate and complete
• Promoted hotel brand's loyalty scheme through excellent service, Going Above and Beyond guest expectation