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Work Background
Melissa Robusto Conseil/ConsultingHospitality Consultant
Jun. 2022Laval, Quebec, CanadaAssisting hotels/rental properties with projects managing change, optimizing operations, and generally improving the profitability and overall health of the property, hotel group, or portfolio. •. Handling all OTA and wholesaler extranets to manage revenues generated from such channels • Reviewing reports and tracking the pace
• Setting up an OTA strategy (yearly, seasonally, per high demand events)
• Putting in place promotions, working on availability for high demand dates, setting up functionalities to attract more bookings
• Replying to all guest reviews across all platforms • Maintaining hotel website and putting in place a direct business strategies
• Maintain all photo and descriptive content of the hotels across all platforms (pictures, listing descriptions, updating of facilities and services onsite) • Social Media campaigns, either maintaining or starting to open up social media sites to build up brand awareness and recognition
• Rate checks daily, for events, comparing to competitor set -rate yielding
• Set up trainings on how to use the extranets to new staff members at the hotels
• Creating marketing flyers and promotional newsletters
Groupe La Relève en famille, en affaires!Coordinator
Sep. 2021Laval, Quebec, Canada• Arrange venues and schedules for meetings between all of the members • Planning events • Responsible for member relations
• Work on strategic partnerships
• Write internal communications documents, including handouts and emails, to inform team members of important notices
• Review materials created by others and offer suggestions for improvement
• Edit and approve the final versions of products, using company guidelines as a gauge
• Present progress and results of tasks to management and other interested parties in person or in digital format
• Conduct regular analyzes of processes and procedures, making adjustments when necessary
• Perform other relevant duties as required
• Establish contact lists of potential members and update information periodically
• Responsible for the creation and upkeep of their social media platforms
Alepin Gauthier AvocatsCustomer Service Agent
Apr. 2021 - Aug. 2022Laval, Quebec, Canada• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that I can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate leads
• Identify and assess customers' needs to achieve satisfaction
• Foster and maintain relationships with customers to improve our retention rate
• Attend all required customer service-related meetings
Hotel Le St-MartinReservations Manager
May. 2019 - Mar. 2020Laval, Quebec, Canada
• Handle room bookings and influx of incoming demands for the hotel • Responding to calls and emails regarding booking rooms • Updating the arrival checklist, reviewing room inventory, applying room blocks, and forecasting reservations
• Collaborate with sales manager and banquets manager to maximize occupation rate
• Point of contact for group reservations to ensure proper follow up, create contracts and ensure rooming lists are updated
• Liaising with travel agents to book clients
• Assist sales team in setting rates and promotions
• Maintaining the in-house reservations systems and CRM
• Working on reporting for arrival lists, in-house guests and occupancy • Updating the OTA extranets • Paying special attention to VIP guests as well as maintaining relationships with leisure as well as corporate guests.
Booking.comSenior Account Manager
Oct. 2012 - Mar. 2018Montreal, Canada Area• Managing and motivating a team of Account Managers and coordinators
• Using tools and drafting reports to analyze hotel/city performance and to prioritize actions • Visiting the hotels/partners together with the Account Managers to build outstanding relationships
• Signing up new hotels/establishments to work with Booking.com- cold calls, meetings
• Responsible for area coverage- Quebec market
• Taking care of negotiations and contracting with chains and important iconic hotels
• Practice allotment management; after sales: getting more availability and better rates/promotions
• Deliver quantity and quality performance reports
• Responsible for after sales management and managing their profile on the front end site
• Organize and coordinate Tourist Trade/Fair visits
• Staff training and being responsible for their development
• Completing quarterly performance reviews
• Consistently meeting quarterly sales objectives
• Setting up marketing email campaigns to generate promotional signups
• Hosting webinars to assist hotels in improving their visibility online • Creating new marketing flyers and improving on existing ones
• Creating PR opportunities for the company across the Canadian media
Booking.comOperations Team Leader-Eastern Canada
Feb. 2011 - Oct. 2012Montreal, Canada Area•Managing and motivating a team of Operational Coordinators
•Creating strategic business plans for the Operational Coordinator Team
•Managing the operational administration process with Area Manager, Hotel Partners and the Hotels Team
•Delegating daily tasks to team based on demand priorities
•Coordinating with Senior Account Managers and other members of the Hotels Team to activate hotels within set standards
•Hiring new team members
•Performance Reviews
•Staff training and development
•Managing staff disciplinary actions in conjunction with Area Manager and Human Resources.
•Ensure that the responsibilities of the Operational Coordinators are completed accurately and on time
•In consultation with the Area Manager and Account Managers contact registered hotels regarding the rates & availability system
CossetteIntern, Optimum PR
Jan. 2009 - Dec. 2010Montreal, Canada Area•Prepare media kits to send out to media outlets
•Prepare gift baskets with great attention to detail
•Coordinate logistics for media events •Package press releases •Prepare press lists •Prepare media coverage reports
•Write pitch letters with the guidance of project managers
•Contact the media to pitch news •Accompany journalists during press conferences
Kids Help PhoneCoordinator of Events and Promotional activities (Intern)
Sep. 2008 - Dec. 2008Montreal, Canada Area•Assisted in the planning of the Bell Walk for Kids Help Phone
•Planned and organized multiple information sessions
•Designed many Excel Documents
•Solicited companies to entice them to become corporate partners to Kids Help Phone
•Assisted in the development of committees in other Quebec regions
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