Ylenia Rigano
Dunshaughlin,Meath
Summary
Results-driven Reservations Manager with over 10 years of experience in hospitality.
Dedicated to creating a seamless, memorable experience for guests during the reservation process and beyond.
Focused on promoting a positive work environment where team members thrive and are motivated to deliver to the best of their abilities.
Excellent communication skills and attention to detail.
Overview
13
13
years of professional experience
Work history
Reservations Manager
Carton House
Maynooth, Co Kildare
2022.09 - Current
- Oversaw the running of the Reservations Department, leading a commercially-driven team of four to deliver hight-standard, personalised service throughout the reservations process while maximising revenue
- Developed promotional strategies for higher room occupancy during off-peak seasons
- Ensured luxury standards were adhered to, in line with the hotel and the wider hotel group's shared vision and policies
- Addressed customer complaints, resulting in increased loyalty and repeat bookings
- Implemented and consistently reviewed operating procedures to ensure maximization of revenue while offering a seamless reservations experience to guests
- Produced daily, weekly and monthly reports to capture booking trends, track upselling revenue and success rate, analyse current occupancy against forecast and budget figures
- Tracked and regularly reviewed team performance based on the departmental KPIs
- Coordinated and issued staff rotas, created tailored training plans, actioned performance reviews on a regular basis
- Worked closely with the Director of Revenue to ensure all rate codes and rate plans were displayed correctly in the PMS and online
- Managed large leisure and corporate group bookings from contracting stage to departure and invoicing
- Collaborated closely with sales team on corporate bookings, enhancing business relationships
- Consistently tracked and managed memberships for the hotel group loyalty program, implementing new and creative ways to promote enrolments
Senior Reservations Agent
Dunboyne Castle Hotel & Spa
Dunboyne
2019.04 - 2022.08
- Answering all enquiries (calls & emails) in a timely and professional manner
- Analysing customers' feedback and resolving complaints
- Managing new and existing room reservations
- Monitoring availability on a daily basis and managing rates and restrictions accordingly
- Managing group bookings in collaboration with the events department for weddings and conferences
- Liaising with tour operators in relation to FIT & group allocations
- Entering and managing rooming lists for both leisure groups and tours
- Sending out group contracts, following-up on payment deadlines, checking on any special requirements for each group
- Ensuring effective communication within the team and across the hotel departments
- Understanding pick-up trends and comparing them against history, forecast & budget
- Maximising revenue by strategic upselling customers items, increasing sales where possible
Reservations Agent
Clayton Hotel Burlington Rd
Dublin
2017.05 - 2019.03
- Answered all enquiries in a timely fashion
- Managed reservations
- Resolved queries in relation to invoices and client accounts
- Produced daily, weekly and monthly data reports
- Assisted the Front Desk, Conference and Events teams during busy times
- Updated room-selling rates on a daily basis on all relevant online sites
- Attended inter-departmental meetings on a daily basis
Executive Assistant & Office Manager
Staycity Aparthotels (Head Office)
Dublin
2016.02 - 2017.05
- Assisted the CEO, COO, Development Director and Finance Director with diary and travel arrangements, coordination of meetings, preparation of presentations, company expense reconciliation and reports
- Organised international and domestic travel arrangements for up to 50 staff members, including all transportation and hotel stays
- Processed travel expenses and reimbursements for senior management group
- Developed and maintained excellent relations with members of the Management Team and colleagues in order to maintain an appropriate flow of information and to facilitate effective decision making
- Greeted visitors and coordinated client meetings
- Performed ad-hoc research
- Designed and implemented office policies
- Liaised with the CEO/ Accounts department on financial Issues (Invoices/Payroll)
- Organised and maintained HR files for all employees, ensuring all details were kept up to date
- Managed the office equipment, monitoring stock and ensuring all essential items would be ordered on a regular basis and delivered on time
- Organised envelopes, postage and mail correspondence for staff and management, coordinating with delivery and courier services where required
- Scheduled Board of Directors meetings and assisted with meeting materials and agendas
- Collaborated with other administrative team members, human resources and finance department on special projects and events
Front Desk Assistant
Staycity Aparthotels
Dublin
2014.01 - 2016.01
- Greeted customers warmly, aiming to provide a positive and smooth check-in experience
- Managed bookings and enquiries accurately and efficiently for continued customer satisfaction
- Maintained a clean and tidy reception area, ensuring consistently positive customer first impressions
- Manned incoming telephone calls, handling general enquiries and requests or redirecting callers to the relevant department where necessary
- Handled customer personal details and payments safely and securely, processing in line with PCI and GDPR policies
- Liaised with other departments to maintain smooth running of the daily operations, ensuring guests received seamless service to facilitate repeat business opportunities
- Performed closing procedures, reconciling cash and credit card settlements accurately
- Worked closely with the Operations Manager to maintain strict health and safety compliance
Live-in Au Pair
Private (Irish Family)
, Dublin
2013.02 - 2013.12
- Cared for two children aged 2 & 4 for approximately 7 hours per day
- Created and implemented diverse educational strategies to boost development
- Efficiently completed a variety of domestic housekeeping duties
Education
Bachelor's Degree - Languages and Cultural Mediation (English and Russian)
University of Milan
ItalyHigh School Diploma - Foreign Languages
Istituto Quintiliano
Siracusa (Italy)Skills
- Exceptional attention to detail and high accuracy
- Organisational skills
- Customer service
- Accustomed to work under pressure and multi-task
- Great flexibility and adaptability
- Management of confidential information
- Data entry
- Problem-solving
- Team player
- Self-initiative
- Microsoft Office
- Outlook
- Excellent knowledge of Opera PMS
- Good knowledge of IdeaS RMS and SiteMinder software
- Italian language (mother tongue)
- English language (professional working proficiency)
- French language (limited working proficiency)
- German language (elementary knowledge)
- Russian language (elementary knowledge)
Timeline
Reservations Manager
Carton House
2022.09 - Current
Senior Reservations Agent
Dunboyne Castle Hotel & Spa
2019.04 - 2022.08
Reservations Agent
Clayton Hotel Burlington Rd
2017.05 - 2019.03
Executive Assistant & Office Manager
Staycity Aparthotels (Head Office)
2016.02 - 2017.05
Front Desk Assistant
Staycity Aparthotels
2014.01 - 2016.01
Live-in Au Pair
Private (Irish Family)
2013.02 - 2013.12
Bachelor's Degree - Languages and Cultural Mediation (English and Russian)
University of Milan
High School Diploma - Foreign Languages
Istituto Quintiliano