Peggy Gonzales

Implementation of the company’s commercial strategy to increase revenue & profitability by a more efficient use of resources and concentration on core business | Improving the alignment of Sourcing with other interfacing departments such as Sales and Marketing | Analyzing existing business practices and revealing potential for improvements; formalizing them into replicable business processes with the use of Salesforce.com | Business performance analysis | Hotel rates and product benchmark analysis

In charge of growing the revenue generated by key hotel accounts and working on initiatives that improve key business metrics | Ensure that the product is priced competitively in the market and the access to room inventory is given at all times | Developing and sustaining strong supplier relationships by recommending effective marketing and sales action plans to hotel accounts | Evaluating market trends and competitor activity, and providing analysis and recommendations to the management

Operational and administrative support to the hotel account manager for the German speaking countries and Eastern Europe | Ensuring ongoing room availability in secondary destinations within Europe | First contact point for supplier’s assistance | Continuous communication exchange with the inbound operation’s department | Solving rate and availability discrepancies | Ad
hoc reports, statistics

In charge of coordinating the interaction between wholesale agents based in LATAM/USA and our land-based travel suppliers in Europe | Responsible for B2B booking requests, modifications and cancellations made by agents | Ongoing contact with European hotel reservation offices in order to handle relocations, negotiate no-shows, amendment surcharges and penalties | Organizing special travel arrangements for key accounts involving transfers, tours and hotel bookings

Planning of reservations, stay and billing for key accounts (airline crews accounts) | Involved in weekly room capacity planning of the hotel in connection with the group reservations dept. | Ensure correct handling of reservations originated from travel agency allotments | Supervision and fulfillment of group requests, rates and billing specifications made by travel agencies | Regular receptionist tasks: check-in and check-out, guest and telephone assistance

Responsible for the daily work realized by the Front Desk Agents | Operational support to the Front Office Assistant Managers | Creation of shift reports to be received by the heads of the hotel departments

Instant Service Center: Call handling and guest assistance | Front Desk: check-in, check-out and guest assistance | Club Floor & VIP Floor: Responsible for Club Floor Reception, rooms coordination, general VIP assistance