Lina Álvarez Reservations manager

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Operations & Customer Experience Associate

TourHero

Jan 2024 - Feb 2026 (2 years 2 months)
Sales Supervisor

Hotel W Bogota

Apr 2022 - Aug 2022 (5 months)

- Prepared sales-related documents throughout the sales process (e.g., proposals, contracts) -Used different sales techniques (email, phone etiquette) to maximize banquets & groups revenue -Promoted awareness of brand image internally and externally -Site inspections and meetings with customers performed according to the brand concept & standards.
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Cluster Reservations Manager

Marriott Colombian Hotels

Jul 2018 - Mar 2022 (3 years 9 months)

- Led a team of 10 reservations agents, reaching operational & customer care proficiency by constant training and feedback. -Assisted Revenue Manager in selection processes of agents & supervisor by actively interviewing candidates as a first filter. -Developed the re design of the department communication guidelines (written and spoken). -Trained new reservations agents to operate effectively systems such as OPERA, MARSHA, OSCAR & CTAC, international protocols, phone manners & selling strategies. -Monitored inventory for four properties (Bogota Marriott – JW Marriott Bogota – Cali & Medellín Marriott), balancing systems, modifying the system according to the property's needs. -Managed OTA's extranets and kept constant and effective co
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Cluster Reservations Agent

Mar 2017 - Jul 2018 (1 year 5 months)

Crews & Groups March 2017 – Jul 2018 -Provided optimal customer service following international standards, via telephone (an average of 20 calls daily) and emails for four Marriott Hotels in Colombia. -Managed all the reservations for crews, (reading and understanding manifests and contracts) creating mini hotels in MARSHA/OPERA, developed an effective communication system between reservations department & front desk/accounting.

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Lina Álvarez

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