Pauline Estrada
Executive Reservations & Sales Professional
Los Angeles, US.About
Highly accomplished and results-driven hospitality professional with over 8 years of progressive experience in luxury hotel operations, sales, and guest relations. Proven ability to drive revenue growth, optimize operational efficiencies, and enhance customer satisfaction through strategic initiatives and strong leadership. Adept at managing complex reservations, fostering key client relationships, and implementing process improvements that directly impact business objectives and elevate service standards.
Work
The Ritz-Carlton, Los Angeles and JW Marriott Los Angeles L.A. LIVE
|Executive Reservations Service & Sales Coordinator
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Summary
Managed and optimized complex reservation and sales processes for luxury hotel properties, focusing on driving revenue growth and enhancing client satisfaction.
Highlights
Spearheaded the implementation of a lead triage system, processing over 100 daily sales leads and increasing lead conversion rates by 20% within the first quarter.
Orchestrated VIP guest reservation processes, streamlining requests via an automated billing system, which accelerated response times by 20% and improved guest satisfaction by 15%.
Revitalized the Sales Administrator selection process through targeted interviews, enhancing team productivity by 25% and reducing turnover by 30%.
Cultivated key relationships with travel agents through managed site visits and property immersions, orchestrating over 25 immersive experiences that significantly increased bookings and revenue.
Developed and optimized compelling information packages and promotional materials, boosting client engagement by 30% and contributing to $500K in revenue growth.
Drove a $146K (5%) increase in transient group bookings within six months by strengthening VIP client and travel agent relationships, identifying new business opportunities, and maximizing group and suite reservations.
Designed and executed exclusive VIP experiences for high-profile events such as the Emmy and Grammy Awards, including a customized Marriott Moments Package for the Oscars Vanity Fair After Party, ensuring unparalleled luxury and client satisfaction.
Recognized for executive leadership in driving a 45% surge in transient group bookings through strategic sales initiatives; appointed Interim Business & Travel Sales Manager for a successful 5-month tenure in 2018.
The Ritz-Carlton, Los Angeles and JW Marriott Los Angeles L.A. LIVE
|Group Housing & Billing Coordinator
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Summary
Coordinated group housing logistics and billing processes for luxury hotel properties, ensuring accuracy and operational efficiency.
Highlights
Streamlined group reservation processes using advanced hotel reservation and billing software, achieving a 25% increase in reservation accuracy and a 30% reduction in cancellation processing time.
Collaborated cross-functionally to implement billing processes aligned with accounting standards, ensuring seamless transitions from contract initiation to event conclusion and reducing billing errors by 20%.
Led initiatives to optimize group reservation and billing processes, achieving an average customer satisfaction score of 9.5/10, increasing group reservations by 30%, and decreasing billing discrepancies by 25%.
Coordinated cross-functional efforts with Group Housing/Billing and Events departments, maintaining the hotel's top 5-rated reservation and billing experience in the US, and contributing to a 10% rise in repeat bookings and a 20% revenue boost.
Renaissance Long Beach
|Group Housing Coordinator
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Summary
Managed group housing logistics and coordination, ensuring efficient room blocks and seamless guest experiences.
Manhattan Beach Marriott
|Group Housing Coordinator
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Summary
Managed group housing logistics and coordination, ensuring efficient room blocks and seamless guest experiences.
Manhattan Beach Marriott
|Guest Recognition Coordinator
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Summary
Focused on enhancing guest satisfaction and loyalty through proactive engagement and effective resolution of inquiries.
Highlights
Implemented a proactive guest follow-up system, significantly increasing guest satisfaction ratings by 40% and reducing guest complaints by 25%.
Managed all guest inquiries and requests, ensuring swift resolution, boosting guest satisfaction scores by 15%, and increasing upsell revenue by 20%.
Oversaw comprehensive daily front desk reporting and data analysis, providing actionable insights and streamlining operational efficiency by 20% through automation and process improvements.
Education
University of California, Irvine
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Undergraduate Coursework
Business
Languages
Spanish
Fluent