Jacqueline Guy

Dedicated Hospitality Reservations & Guest Relations Professional with over 15 years of experience in luxury hotel operations, reservations management, guest relations, and revenue optimization across internationally recognized hotel brands. Proven expertise in managing high-volume bookings, maximizing room occupancy, enhancing guest satisfaction, and delivering exceptional customer service in fast-paced hospitality environments. Highly skilled in Opera PMS, Fidelio, OTA/GDS distribution systems, front office coordination, team supervision, and complaint resolution, with a strong ability to build positive guest experiences, improve operational efficiency, and support overall hotel revenue growth.

Reservations Supervisor at ACCOR - NOVOTEL BUR DUBAI (2023-04 – 2026-04)

• Supervising daily reservation operations and ensuring accurate handling of bookings and guest requests.
• Managing room inventory, rates, packages, and promotions through hotel reservation systems.
• Monitoring online reservation channels, OTA platforms, and distribution systems to maximize occupancy.
• Coordinating with Front Office and Sales teams regarding availability, high-demand periods, and group bookings.
• Assisting guests with reservation inquiries, amendments, cancellations, and special accommodation requests.
• Ensuring accurate updating of reservations, no-shows, cancellations, and room status records in the PMS system.
• Training and guiding reservation staff on hotel policies, customer service standards, and reservation procedures.

Senior Rooms Reservation Agent at MÖVENPICK HOTEL JUMEIRAH BEACH (2019-11 – 2023-04)

• Processing reservations through telephone, email, travel agents, and central reservation systems.
• Managing room bookings while ensuring accuracy in rates, availability, and guest information.
• Updating and maintaining reservation records according to arrival dates and guest profiles.
• Coordinating with Sales and Front Office departments regarding group bookings and special requests.
• Tracking room availability and assisting in forecasting occupancy and revenue performance.
• Configuring room rates and package details within the hotel property management system.
• Assisting guests in selecting suitable accommodation options based on preferences and budgets.
• Handling reservation requests, amendments, cancellations, and booking confirmations efficiently.
• Checking room and transportation availability according to customer travel requirements.
• Responding to customer inquiries regarding reservation procedures, hotel services, and special offers.
• Promoting hotel packages and upselling additional services to increase revenue opportunities.
• Coordinating with operational departments to ensure smooth guest arrivals and stay experiences.
• Resolving booking issues professionally while maintaining high guest satisfaction levels.

Room Reservation Agent at MÖVENPICK HOTEL JUMEIRAH BEACH (2017-06 – 2019-10)

Room Reservation Agent at MARRIOTT INTERNATIONAL - SHERATON JUMEIRAH BEACH RESORT (2017-06 – 2019-10)

• Assisting guests in selecting suitable accommodation options based on preferences and budgets.
• Handling reservation requests, amendments, cancellations, and booking confirmations efficiently.
• Checking room and transportation availability according to customer travel requirements.
• Responding to customer inquiries regarding reservation procedures, hotel services, and special offers.
• Promoting hotel packages and upselling additional services to increase revenue opportunities.
• Coordinating with operational departments to ensure smooth guest arrivals and stay experiences.
• Resolving booking issues professionally while maintaining high guest satisfaction levels.

Guest Relations Supervisor at MÖVENPICK HOTEL DEIRA (2013-07 – 2017-05)

• Supervising Guest Relations operations and ensuring exceptional service delivery standards.
• Managing VIP guest experiences by providing personalized assistance and hospitality services.
• Handling guest complaints professionally and resolving issues promptly to maintain satisfaction.
• Preparing staff schedules and monitoring team performance to ensure operational efficiency.
• Conducting staff training sessions to improve service quality and guest handling skills.
• Coordinating with housekeeping, front office, and food & beverage departments for seamless operations.
• Maintaining guest feedback records and implementing service improvement initiatives.
• Assisting guests with inquiries, special requests, and hotel information throughout their stay.

Guest Relations Agent at MÖVENPICK HOTEL DEIRA (2010-12 – 2012-06)

• Welcoming guests and ensuring smooth check-in and check-out experiences.
• Preparing arrival lists and coordinating guest information with relevant hotel departments.
• Assisting guests with inquiries regarding hotel facilities, services, and local attractions.
• Handling guest concerns promptly while ensuring professional problem resolution.
• Coordinating VIP arrivals and special requests to enhance guest satisfaction.
• Maintaining accurate guest records and updating profiles in the hotel system.
• Supporting Front Office operations during high occupancy periods.
• Promoting positive guest experiences by delivering courteous and personalized service.

Diploma Course in Hotel Management and Catering – Tsavo Park Hotel Institute (2004 – 2006)

Kenya Certificate of Secondary Education – Moi Girls Secondary School (1997 – 2000)