Carmen Lam

Monitor competitor pricing, recommend appropriate action in relation to the company's pricing and market mix strategy Analyze the booking patterns and market trends Track and establish the pickup trends, occupancy history and market segment development to facilitate forecasting

Director of Revenue & Reservations - iclub Hotels, Regal Hotels International Limited

(2013-07)

• Monitor competitor pricing, recommend appropriate action in relation to the company's pricing and market mix strategy
• Analyze the booking patterns and market trends
• Track and establish the pickup trends, occupancy history and market segment development to facilitate forecasting
• Ensure the quality of reservation is maintained in terms of guest details, rates, payment method
• Coordinate with different departments to ensure a smooth operation
• Maintain a good customer relationship
• Involved in the openings for 3 iclub Hotels
• Involved in the Quarantine Hotel Scheme
• Involved in team's training to ensure that the team is following the company's policy and procedures. Apart from on-the-job training, a training program is designed for newly hired staff, covering customer service skills, the use of management system and strategies to tackle problems.

Assistant Reservation Sales Manager - Renaissance Harbour View Hotel

(2010-10 - 2013-07)

• Ensure a high degree of accuracy in the reservation details and maximize the revenue opportunities
• Attend various meetings so as to keep the hotel information updated
• Deliver current sales strategy, promotion and other hotel activities to the team
• Handle guests' complaints

Reservation Sales Supervisor - Renaissance Harbour View Hotel

(2007-07 - 2010-09)

Reservation Sales Agent - Renaissance Harbour View Hotel

(2005-03 - 2007-06)

Bachelor of Arts - Travel Industry Management - The Hong Kong Polytechnic University (2004-01 - 2005-12)

Associate Degree - Business with major in Hospitality (with credit) (2001-01 - 2003-12)