S. Hafsa Azeez
Welisara,11
Summary
Driven by a results-focused approach, I leveraged analytical skills and team-building capabilities at Connaissance De Ceylan to enhance reservation and revenue optimization processes. Demonstrated creativity in negotiating competitive pricing structures, achieving significant market share growth. Excel in fostering customer and team relationships, with a proven track record in surpassing revenue targets.
Overview
12
12
years of professional experience
Work History
Manager Reservations & Tariffs
Connaissance De Ceylan
11.2023 - Current
- Responsible for overseeing and managing the pricing structures, "tariffs," Different classified Hotels and Suppliers by negotiating rates , analyzing market trends, and ensuring competitive pricing to maximize revenue while maintaining profitability.
- Overseeing the day-to-day operations of the reservation team, ensuring smooth booking processes for clients by managing staff, monitoring reservation systems, handling complex inquiries, and coordinating with suppliers to secure Travel /Accommodation arrangements, all while maintaining high customer service standards and maximizing sales opportunities.
- Addressing customer concerns and complaints escalated from foreign agents.
- Provide pricing information and support to sales teams to effectively respond to customer inquiries and close deals & Generate regular reports on pricing.
Account Manager/Assistant Manager - Corporate Sales (Group)
Hayley's Leisure PLC (Amaya Hotels & Spas)
Colombo
04.2021 - 06.2022
- Core involvement to capture new Business opportunities for the hotel, while increasing the market share of existing accounts in order to achieve budgets
- Achieving a minimum of 5 new commercial opportunities per month
- Direct involvement in Market analysis, Competitor analysis & Set Revenue Targets and goals for New and Existing Business as agreed and set out in the Sales Activity Plan
- Conducting research, for example via telesales or street walks to identify new potential accounts
- Identify and generate sales leads for business development from all available channels (research, competitor reader board, reoffer business, databases, direct mail, customer appointments, Familiarization or hotel inspection tours)
- Preparation of quotations, proposals and Letters of Agreement, to establish and local & international
- Maintaining product knowledge at all times including all relevant rate structures and promotional offers
- Maintaining client records by utilizing the PMS (opera) systems
- Providing weekly and monthly activity reports via these systems
- Maintaining a high level of exposure for the hotel in major segments through direct sales, telephone, fax, and written communications.
- Capturing a greater market share and increasing revenues through local initiatives in conjunction with sales resources (CC promotions).
- Participation in team communication through weekly and monthly sales team meetings.
- Measuring existing and potential business in revenue and gross operating profit in accordance with the market segmentation.
- Showcase both hotels and the conference center to both existing and new clients by planning and implementing FAM trips and site inspections.
- Assisting in handling the activities of the Sales & Marketing (S&M) Department to ensure the smooth running of the department, including the month-end report for the department.
Assistant Manager - Reservations (Group)
Hayley's Leisure PLC (Amaya Hotels & Spas)
Colombo
01.2017 - 03.2021
- Company Overview: Head Office - Level 27, East Tower, World Trade Centre, Colombo, Sri Lanka.
- Taking ownership of customers' issues and following problems through to resolution.
- Supervising the general job performance of the reservation staff of four members (executives), implementing policies and procedures under the guidance of the Director of Sales and the Reservations Manager.
- Improving the customer service experience.
- Developing service procedures, policies, and standards.
- Analyzing statistics and compiling accurate reports.
- Keeping accurate records and documenting customer service actions and discussions.
- Adhere to and manage the approved budget.
- Maintaining an orderly workflow according to priorities.
- Contracts and offers are negotiated in tight collaboration with the Sales Department.
- Organizing the monthly reports regarding the hotel occupancy and revenues, and maintaining and improving the professional relations with all the hotel partners and collaborators.
- Managing the inventory, monitoring the drops and pickups, and discussing the online room allocation with the digital marketing team.
Senior Executive Reservations - (Group) Central Reservations
Hayley's Leisure PLC (Amaya Hotels & Spas)
Colombo
01.2016 - 03.2017
- Company Overview: Head Office - Level 27, East Tower, World Trade Centre, Colombo, Srilanka
- Head Office - Level 27, East Tower, World Trade Centre, Colombo, Srilanka
Executive - Reservations - Central Reservations
Hayley's Leisure PLC (Amaya Hotels & Spas)
Colombo
01.2015 - 03.2016
- Company Overview: Head Office - Level 27, East Tower, World Trade Centre, Colombo, Srilanka
- Head Office - Level 27, East Tower, World Trade Centre, Colombo, Srilanka
Executive - Reservations
Quick shaws Tours & Hotels
Colombo
02.2014 - 03.2015
- Handling reservations for 'The Lakeside at Nuwarawewa' & 'The Sanctuary at Tissawewa' Anuradhap
Verification Officer (Credit Initiation Unit)
Standard Charted Bank
Colombo
10.2012 - 01.2014
- Company Overview: Head Office - Colombo 01
- Head Office - Colombo 01
Education
G.C.E (Advance Level) -
Department of Examinations
Srilanka08.2011
G.C.E (Ordinary level) -
Department of Examinations
Srilanka12.2008
DICTA - IT Diploma course
IDM University College
Certificate course in Banking & Finance -
IBSL (Institute for Bankers in Srilanka)
Skills
- Creativity
- Vision
- Interpersonal Skills
- Analytical skills
- Reservation Optimization
- Revenue Optimization
- Customer leadership
- Team Building
- Team player
- Results-oriented
- Target-oriented
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
PMS /SYSTEM KWONELDGE
OPERA 50 HOTEL KEY SYSTEM
TOURUS & OKLO
REFERENCES
1. Mr Dilshan Gnanapragasam
Vice President, Resplendent Ceylon-Srilanka,
Contact+94766699239| dir.res@resplendentceylon.com
2. Mr Himaj Jayasinghe
Chief Operating officer, Hayleys Leisure
Contact +94763146994 |himaj.j@amayaresorts.com
3. Mr Kasun Dhanushka Jayawickrema
Group Manager – Reservations & Revenue
Thema Collection
Contact +94763146994 |Kasun.j@themacollection.com
I hereby declare that all the information given above is true and correct to the best of my knowledge .
Yours Faithfully ,
HAFSA AZEEZ
Timeline
Manager Reservations & Tariffs
Connaissance De Ceylan
11.2023 - Current
Account Manager/Assistant Manager - Corporate Sales (Group)
Hayley's Leisure PLC (Amaya Hotels & Spas)
04.2021 - 06.2022
Assistant Manager - Reservations (Group)
Hayley's Leisure PLC (Amaya Hotels & Spas)
01.2017 - 03.2021
Senior Executive Reservations - (Group) Central Reservations
Hayley's Leisure PLC (Amaya Hotels & Spas)
01.2016 - 03.2017
Executive - Reservations - Central Reservations
Hayley's Leisure PLC (Amaya Hotels & Spas)
01.2015 - 03.2016
Executive - Reservations
Quick shaws Tours & Hotels
02.2014 - 03.2015
Verification Officer (Credit Initiation Unit)
Standard Charted Bank
10.2012 - 01.2014
G.C.E (Advance Level) -
Department of Examinations
G.C.E (Ordinary level) -
Department of Examinations
DICTA - IT Diploma course
IDM University College
Certificate course in Banking & Finance -
IBSL (Institute for Bankers in Srilanka)