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Michael Mitchell Res 2016
- 1. Michael Mitchell 4712 NBernard St. Chicago IL, 60625 312-914-5523 m.mitchell0785@gmail.com Professional Experience: Kinzie Hotel Chicago – 215 Rooms Revenue Analyst /Reservations Supervisor February 2015 - Present • Efficiently handle a high volume of reservation calls with a smile and pleasant voice • Work one on one with Revenue Manager by reporting rate parity discrepancies, rate opportunities, competition promotions • Responsible for training all new Guest Service Agents, Reservations Specialists and Sales Coordinator • Responsible for Rate Loading in PMS, CRS and ensure rates are bookable in GDS • Cautiously audit Reservations made report, report rate discrepancies to Revenue Manager, groups of more than 9 reservations and personally contact duplicate reservations to prevent no shows or same day cancellations • Identify booking trends over 90 day out (multiple reservations, search for new sports games, events and concerts reservations booking over the same periods) and report to Revenue Manager • Took initiative and discovered efficient ways to handle different procedures to improve time management • Build and maintain strong relationships with all departments • Enter group rooming lists and city wide blocks into Opera as needed • Offer waitlist reservations and make an attempt to save any cancellations • Accurately enter reservations into PMS and collect all guests information • Go to Person for all business travel and group related reservations requests, cancellations or changes • Prepare daily business on the books reports and manually note daily pick up for transient and group • Immediately report group loss to Sales Team and Revenue Department • Prepare weekly 90 Day Segmentation Mix Report by manually entering day by day room nights, ADR and revenue • Prepare weekly Group pick up report, review cut off dates and report upcoming cutoff dates to Sales Dept. • Carefully report weekly STR Data • Review and audit monthly reservations brand invoice and adjust all no shows and cancellations • Review and audit monthly Booking.com and Expedia reservations invoice and adjust all no shows and cancellations • Assist with budget process by preparing previous year and current year segmentation reports • Monitor and quickly resolve daily Interface and system related glitches • Focus on achieving above 95% shop calls by providing remarkable reservations experience • Professionally encourage guests to provide their feedback on Trip Advisor to ensure top 10% rank in Chicago Downtown Area • Assist in shopping all channels on a daily basis to ensure systems are working properly • Prepare monthly and annual convention calendar • Prepare daily Transient and Group pace and pick up reports • Review arrival reports, ensuring accuracy and noting VIPS, repeat guests, special requests • Promote hotel services, review weekly resumes and familiarize Team with city events, conventions, in- house groups and meetings • Professionally handle guest questions, resolve and communicate concerns to appropriate department head/s Holiday Inn Mart Plaza –
- 2. Guest Services Agent/ConciergeMarch 2014 – February 2015 • Handle, cash, credit card and check transactions ensuring a complete petty cash bank • Work closely with Greet and welcome all guests with a warm and friendly smile • Ensure attentive, courteous and effective service to all guests during their stay or visit, including concierge, bellman duties and assistance with cabs • Monitored petty cash, lost and found, safety deposit box procedures, proper signatures of keys and communication logs and employee follow up and timing • Work well under pressure and covered shifts as needed • Handle reservations, cancellations and changes as needed Maintain healthy, clean and assigned work areas • Efficiently answer heavy incoming calls and route calls to the appropriate person, depar guest room • Professionally, efficiently and courteously provide check in and check out service • Daily review of arrivals and departures noting VIPS, repeat guests, special requests and rooms as needed • housekeeping updating status of clean rooms • Maintain Front office communication log Public Hotel Chicago – 285 Rooms Bellman/Doorman September 2013 – Nov 2013 • Welcome all guests with a warm and friendly smile • Receiving packages and dropping them off • Interacting and answering all the guest questions • Moving the guest luggage from outside lot to room Hyatt Regency Chicago Chicago – 2019 Rooms Night Audit/Front Desk Agent/Control Supervisor August 2010 – June 2013 • Provided driving and/or walking directions to guests to local destinations • Handled on incoming calls related to the Front Desk • Responded to guest inquiries and in a timely, friendly and efficient manner • Assisted Assistant Manger in Various tasks and projects • Ensured a high level of product knowledge of the hotel, including, but not limited to, di hours of outlet operation, hotel services, hotel events and local and community events and attractions • Assigned all VIP’s and Top Tier Members to appropriate room • Maintained the room Matrix to assure Agents could easily find rooms • Coordinated with housekeeping to make sure all Skips were cleared and managed any r discrepancies • Come up with problem solving solutions to Unique guest complaints/ concerns • Assisted fellow team members and other departments wherever necessary to maintain working relationships. Education: • Roosevelt University Chicago, IL Hospita Management (2009-2011) • John A Logan Carterville, IL Genera (2005-2008) • Johnston City High School Johnston City, IL 2004 Graduate
- 3. Qualifications: • Opera PMS,SynXis CRS, Microsoft Office, Mac and Windows skills, Outlook, Go-Con, Excel Awards: • IHG Rewards Champion • Employee Of Month • Employee of Quarter Nominee