Hi, I’m
Elizabeth Marcia Manamela
Boksburg
Summary
Proactive and goal-oriented professional with strong time management and problem-solving skills. Recognized for reliability, adaptability, and quick ability to learn and apply new skills. Committed to driving team success and making valuable contributions to organizational growth.
Overview
18
years of professional experience
Work History
ASMALLWORLD
Hotel Load & Rates Executive
09.2023 - Current
Job overview
- Producing a hotel load schedule for new hotels to be added to the ASW Collection
- The loading of hotels as per the hotel load process
- Sourcing the correct and valid rate codes to be loaded into the company CMS, as derived from the Travelport Galileo GDS
- Managing rate code changes, updates and discrepancies from the rate spreadsheet and providing rate reports as required
- Sourcing and loading hotel images (and image improvement) from multiple sources including the hotels website
- Sourcing and loading room category descriptions and images for hotels being added to (and already in) the ASW Collection
- Handling rate discrepancies and rate changes as may be highlighted from ASW Members or internally
- Liaison, as required, with hotel reservation and revenue departments with regards to rate discrepancies, rate code errors, rate code changes etc
- Supporting the ASW Member Support team as and when required
The Perfections Group
Reservations Manager
10.2021 - 09.2023
Job overview
- Carry out regular spot checks within the department to ensure that the standards outlined is being adhered to
- Supervise and record cross training within the department as required
- Assist the Reservations Agents in their duties as required
- Take over Reservations duties in the absence of an Agent
- Ensure that all Agents have product knowledge of the Properties they are managing
- Make sure that the Team has thorough knowledge of current rates and promotions
- Ensure that weekly arrivals are sent every Monday
- Sleepover – Log in to call after16:00 once Agent leaves the Office
- Sleepover – Attend weekly Monday meeting
- Ensure that OTA Content is captured correctly for all Res properties
- Deal with any adhoc rate errors or any issues that might arise and affect daily revenue
- Keeps Revenue Manager informed of events that might increase revenue and Occupancy for all Res properties
- Have access to all Res emails to ensure that emails are delt with in a timeous manner
Expedia Group
Lodging Content Associate
07.2018 - 08.2020
Job overview
- Create new hotel content and perform ongoing maintenance of hotel content by capturing and confirming data about property amenities, on-site services, and contact information
- This involves contacting the hotel to gather information as well as using a checklist to ensure requisite data is gathered
- Ensure that the product is complete and competitive, by the types of room build, rate plans, rates and inventory are loaded by the hotel or via their Channel Manager
- Loading promotions for the properties, as agreed by the Market Manager during contracting
- Edit existing hotel content in English, including paragraphs, amenities, and photos; address change requests, clarifying details, when necessary, while adhering to style guidelines, defined processes, classifications, and image standards; call the hotel to gather information; and answer a checklist of questions about the property
- Assign star ratings within star rating criteria guidelines, and categorizing by themes and structure types
- Solidly understand different lodging/property types in the travel industry and the differing services and amenities featured
- Make decisions and apply content appropriately following defined processes and classifications
- Acquire photos through web scraping and contacting hotels; moderate and load photos; classify photos per criteria
- Work efficiently towards daily targets and team metrics (due dates); complete all work to program standards as defined for each process; focus on continuous improvement
- Train hotel partners on tools and processes that will optimize their products on our sites
- Provide project support for other content tasks, as assigned
RadissonBlu Gautrain
Reservations Manager
11.2016 - 07.2018
Job overview
- Manages the daily function of the reservations Department and overseas the reservations team under the guidance of the Revenue Manager
- Records Reservation information accurately and secures required information
- Greet guests over the phone in a friendly, courteous manner
- Record reservation information accurately; identifies and records group and transient business codes
- Informs other departments of VIP arrivals
- Identifies commissionable reservations and secures required information
- Record and processes deposit information
- Identify and record special billing instructions; approve credit after consultation with the Revenue Manager
- Maintains and ensures immaculate records in line with own job function and corporate standards
- Files all reservations in a systematic order for easy referral
- Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms
- Records requests for special accommodations and suites and handles these appropriately and promptly
- Advises and assists Revenue Manager to notify the Worldwide Reservations Centre of rates and availability status
- Assists with the preparation of the forecast and VIP list
- Achieves maximum occupancy and average rate by utilizing yield management
- Uses up-selling techniques
- Handles all special requests appropriately
- Pre-blocks all special requests or VIP accommodations accurately
- Keeps Revenue Manager informed of new group bookings
- Utilizes guest history files for personalized service at the hotel
- Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests
- Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner
- Assigns daily tasks and routines
- Acknowledges assigned reservation faxes and messages
The Four Seasons Hotel, The Westcliff
Assistant Reservations Manager
05.2015 - 10.2016
Job overview
- Ensure all administration procedures are maintained to hotel and company standards
- Assist the Reservations/CORE Manager in order to ensure the smooth and efficient daily operation of the reservation operation, ensuring everyone contacting the
- Reservations/CORE Department always receives an optimum level of services and care
- Carry out regular spot checks within the department to ensure that the standards outlined in the standard task list are being adhered to
- Check if the standard task lists are updated on a regular basis, make changes whenever necessary and keep updated hardcopies available for all team members as a reference
- Support the Reservations/CORE Manager to prepare work schedule for
- Reservations/CORE staff to ensure optimum coverage of the Reservations always
- Supervise and record cross training within the department as required, and within the guideline requirements of the group during the absence of Reservations/CORE Manager
- Conduct & document training and coaching for Reservations/CORE Agents in the areas of telephone selling as directed by Revenue Manager and/or Reservations/CORE Manager
- Ensure that all reservation requests received by internet, fax or letter are replied to within24 hrs
- Of receipt by checking the in-trays of each Sales Agent
- Assist the Reservations/CORE Agents in their duties as required
- Make sure that the Team has thorough knowledge of current rates and promotions and promote, always upsell and cross sell
- Advise the Front Office Manager/ Rooms Division Director Of reservation requests received from VIP guests, embassy, consular or diplomatic missions, or any reservations received with extra ordinary requests
The Fairway Hotel and Golf Resort Johannesburg
Senior Assistant Front Office Manager
12.2013 - 05.2015
Job overview
- Duties and Responsibilities:
- Managing Front Office operations
- Managing Reservations operations
- Rostering front office staff, and checking time sheets
- Writing and implementing SOPs
- Managing and preventing O Status
- Correcting Queries from Accounts and Guests
- Processing Refunds, EFT Payments, and AR Accounts
- Checking shift Cash ups
- Attending weekly operation meetings
Rosebank Collage Braamfontein
Client Service Officer
12.2011 - 11.2013
Job overview
- Client Liaison & Communication
- Escalate queries/ requests within the campus communication protocol & ensure effective information sharing/ referral
- Implement student orientation per designated faculty
- Sustain relationships with external institute providers
- Inform students / lecturers of all academic planner or timetables changes
- Assist the marketing team with the progress interviews
- Encourage interface opportunities between lecturers & the National & the IIE academic teams (programme review, conferences, brain trusts)
- Liaise with finance on outstanding student accounts
- Academic Admissions & Delivery
- Attend & assist in academic / lecturer meetings
- Process academic queries/ requests & ensure timeous feedback (intercampus transfers, academic credits, subject re-writes, special assignments requests, results, educational material, timetables)
- Identify, resolve or escalate problem areas through weekly lecturer reports / lecture Concern Book
- Manage the programme review process, lecturer evaluation process & peer evaluation process in conjunction with the ADC & provide a consolidated report & feedback to the Administration Manager
- Assist in sourcing potential lecturers by short listing & conducting initial interviews
- Follow-up & manage interventions in place for at risk students
- Policy Implementation
- Implement the IIE academic policies & "CLASS" academic procedures through planning & training interventions
- Document academic query / request processes & outcomes
Protea Hotel The Ranch
Assistant Front Office Manager
03.2010 - 09.2011
Job overview
- Assist in the day-to-day operation of the hotel front office
- Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels
- Assign, coordinate, and supervise work activities of Front Desk Agents
- Ensure work is completed to include, shift closings, room deposits, refunds and rebates
- Train and develop Front Desk Agents
- Prepare and conduct Front Desk meetings and resolve issues
- Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action
- Provide information and direction to staff to achieve100% occupancy
- Review and resolve dispute accounts and Housekeeping discrepancies
- Prepare a shift briefing to communicate activities, challenges and special information to the next shift
- Perform check-in and out procedures
Tswelopele Solutions
Sales and Marketing Executive
05.2009 - 02.2010
Job overview
- Set up meeting with prospective clients
- Follow up for any feedback
- Market and sell the Product that we are selling
- Update our website on a weekly basis and make sure that all is correct and in order
- Follow up on the printing of the company banners, t-shirt and folders
- Follow up on contracts that we have already received for a progress report
Protea Hotel Midrand
Reservation Manager
04.2008 - 04.2009
Job overview
- Send Out Daily Stats,14-day availability &3months availability to Head Office
- Attend daily yield meeting and standing in for Revenue Manager in his absence
- Check reservations tray for relevant paperwork and prepare for pricing meeting
- Follow up on quotations and payments and check all In-house groups (available rooms on block, revenue distribution, rate charged)
- Ensure that Reservations are guaranteed – Especially over peak periods and alert Revenue Manager on any pick-ups in Rooms Inventory
- Ensure that all group reservations are guaranteed as per contracts allocate all rooms requested by Aircrew (British Airways) and that all special requirements are met
- Check all reservations inputted on opera for the previous day
- Ensure that signed contracts/rooming list are received as stipulated in the contracts
- Ensure that all ERES bookings are on opera with all comments
- Making sure that there are no outstanding bookings on Expedia, Bookings.com and GTA that have not been processed yet
Protea Hotel Midrand
Reservation Agent
07.2007 - 03.2008
Job overview
- Making bookings
- Ensure that all details are recorded correctly in
- Opera and re-confirm these details back to the guest telephonically
- Ensure that confirmation letter is faxed or emailed to re-confirm the details
- Receive and process reservation, using various methods of payment
- Following procedures regarding cancellations and amendments
Education
The Capital Hotel School
National Diploma from Hospitality
01.2006
Skills
- Microsoft Office Suite (Excel, Word & PowerPoint)
- Micros
- Apex
- Fidelio / Opera Full Version
- Salesforce
- Workday
- Expedia’s Internal tools
- Slack
- Revenue growth
- Organizational development
- Customer satisfaction
- Quality assurance
- Executive support
LNGG
Afrikaans
English
Sepedi
Sesotho
Tswana
References
Samantha, Nel, Manager Lodging Content, AIOI, Service and Operations, +27118930333, +27828559907, Expedia Group
PERSONAL INFORMATION
- NAME: Manamela Elizabeth Marcia
- GENDER: Female
- HOME ADDRESS:10 Jurie Prins Place, Witfield, Boksburg
- CONTACT NUMBER:0722889533
- EMAIL ADDRESS: elizabeth_letsoalo@yahoo.com, letsoalo@workmail.co.za
- IDENTITY NUMBER:8509221276084
- NATIONALITY: South African
- HEALTH: Excellent
- MATRICULATED:2004
- DRIVERS LICENCE: Yes (Code08)
Timeline
Hotel Load & Rates Executive
ASMALLWORLD
09.2023 - Current
Reservations Manager
The Perfections Group
10.2021 - 09.2023
Lodging Content Associate
Expedia Group
07.2018 - 08.2020
Reservations Manager
RadissonBlu Gautrain
11.2016 - 07.2018
Assistant Reservations Manager
The Four Seasons Hotel, The Westcliff
05.2015 - 10.2016
Senior Assistant Front Office Manager
The Fairway Hotel and Golf Resort Johannesburg
12.2013 - 05.2015
Client Service Officer
Rosebank Collage Braamfontein
12.2011 - 11.2013
Assistant Front Office Manager
Protea Hotel The Ranch
03.2010 - 09.2011
Sales and Marketing Executive
Tswelopele Solutions
05.2009 - 02.2010
Reservation Manager
Protea Hotel Midrand
04.2008 - 04.2009
Reservation Agent
Protea Hotel Midrand
07.2007 - 03.2008
The Capital Hotel School
National Diploma from Hospitality
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