Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chitra Mungra

Floreal,PL

Summary

Dedicated and highly experienced hospitality professional with over 25 years of expertise in reservations, sales, and team leadership within the hotel industry. Proven ability to develop and implement strategic plans in collaboration with senior management to drive revenue growth, maximize occupancy, and enhance guest satisfaction. Skilled in managing large reservation portfolios, leading high-performing teams, and building strong relationships with clients and partners. Known for excellent organizational skills, attention to detail, and a proactive approach to problem-solving. Committed to delivering exceptional service and contributing to the overall success of the organization.

Overview

32
32
years of professional experience

Work History

Senior Sales and Reservation Manager

Maritim Resort & Spa
03.2024 - Current
  • Assist DOS and apply cluster sales strategy to minimise costs and increase profitability
  • Liaise with DOS, Sales Managers, Tour Operators, Travel Agents, Revenue Manager, Front Office Manager to ensure smooth operations of the Department
  • Assist DOS in the preparation of the annual Budget as well as Business Plan. Work as a team to achieve targeted budget and optise on room revenue
  • Help DOS to implement Sales strategies in both Sales and Reservation department
  • Discuss with DOS and take judicious decision to risks for closure of sales
  • Supervise and coordinate activities of employees engaged in taking, recording and cancelling reservations. Supervise the daily activities/planning of the Sales Team and report to DOS. Communicate the vision for change within the department and achieve the employee buy-in.
  • Work closely with the DOS/Sales Team and Revenue Manager to yield and increase Revenue
  • Discuss with DOS and GM and provide timely accurate competitive pricing on all segments while striving to maintain maximum profit margin.
  • Monitor and assist the Sales team in setting rates per market and give regular feedback to DOS
  • Monitor Group requests received on all markets and supervise/assist Sales Team to answer special requests, room rates etc…
  • Understand industry and socio-economic trends and the impact that they have on the business in the medium and long term
  • Initiate new rate plans and organize promotions and hotel offers to improve booking level
  • Work closely with the Sales Team to change room rates depending on seasonal demands and revenue requirements. Follow up the offers launched by Sales and give regular feedbacks to DOS and GM
  • Collect, analyse and evaluate information in order to increase productivity of Sales
  • Keep up to date with market trends
  • Ensure that sales strategies are adaptable to changing conditions such as increased local competition or decreasing industry rates
  • Ensure that proper selling techniques are used to promote upselling for both Sales and Resa Teams
  • Participate to visits/Eductours as/when required. Put together, organise and host as/when required Educational trips from all markets
  • Ensure special handling of repeater guests
  • Develop Sales and relationship with local DMCs
  • Ensure that the arrivals' checklist is updated daily and that inconsistencies are investigated immediately
  • Train the reservations' team to swiftly respond to emails for room bookings so that room inventories remain accurate
  • Attend management meetings, and convey all relevant information throughout the department.
  • Forecast revenue streams in a realistic manner
  • Participate in the preparation and attend as/when required Trade Fairs/Sales Calls

Senior Reservation Manager

Maritim Resort & Spa
03.2016 - 02.2024
  • Managed all reservation operations for the property, ensuring seamless booking processes and high guest satisfaction.
  • Coordinated closely with the sales department to develop and execute strategies aimed at increasing occupancy and revenue.
  • Handled individual and group reservations, including quoting, negotiations, and special arrangements.
  • Prepared detailed proposals and quotes for corporate clients, direct and group bookings.
  • Supervised reservation staff, providing training and support to maintain service excellence.
  • Monitored booking trends and market conditions, adjusting strategies in collaboration with sales to optimize results.
  • Maintained accurate guest and reservation records while ensuring data confidentiality.
  • Resolved guest issues and escalations promptly to uphold the property's reputation.
  • Contributed to promotional campaigns and special packages in partnership with the sales team.
  • Prepared regular reports on reservation performance and occupancy for management review.

Central Reservation Manager

Veranda Resorts and Heritage Resorts
11.2006 - 02.2016
  • Oversee the daily operations of the reservations department across multiple properties, ensuring efficient handling of individual and group bookings.
  • Manage a large reservation portfolio, including rooms, villas, and other accommodations, with a focus on maximizing occupancy and revenue.
  • Handle group reservations, coordinating with clients to organize large-scale bookings, events, and special requests.
  • Prepare and send detailed quotes for group bookings, ensuring accuracy and competitive pricing.
  • Lead, train, and supervise reservation staff to deliver exceptional customer service and maintain reservation accuracy.
  • Develop and implement reservation policies, procedures, and systems to streamline processes and improve guest experience.
  • Collaborate with sales and marketing teams to promote special offers and packages.
  • Monitor reservation trends and market conditions to adjust strategies accordingly.
  • Maintain high standards of data accuracy and confidentiality in guest records.
  • Handle escalations and resolve guest issues professionally and efficiently.
  • Prepare performance reports on reservation activity, occupancy, and revenue to inform management decision-making.

Central Reservation Supervisor

Veranda Leisure and Hospitality
12.2003 - 10.2006
  • Supervised the reservation team, ensuring efficient and accurate handling of all bookings.
  • Coordinated reservations for individual guests, group bookings, and special events across properties.
  • Managed the daily operations of the reservation center, maintaining high service standards and customer satisfaction.
  • Trained, mentored, and evaluated reservation staff to improve performance and consistency.
  • Worked closely with sales and marketing teams to promote packages and special offers, increasing bookings.
  • Monitored reservation trends, occupancy levels, and market conditions to optimize revenue strategies.
  • Handled escalations and resolved guest issues professionally, maintaining positive relationships.

Reservation Officer

Marina Village Hotel Anse La Raie
06.2001 - 11.2003
  • Managed guest reservations, inquiries, and booking requests with accuracy and professionalism.
  • Coordinated with guests to confirm reservations, special requests, and modifications.
  • Maintained reservation records and ensured data accuracy in the system.
  • Provided excellent customer service, addressing guest concerns promptly.
  • Supported upselling efforts by offering tailored packages and promoting hotel services.
  • Assisted in preparing reports on reservation activity and occupancy levels.

Reservation Officer

Island View Club Hotel Grand Gaube
07.1995 - 01.1999
  • Managed guest reservations, inquiries, and booking requests with accuracy and professionalism.
  • Coordinated with guests to confirm reservations, special requests, and modifications.
  • Maintained reservation records and ensured data accuracy in the system.
  • Provided excellent customer service, addressing guest concerns promptly.
  • Collaborated with the front desk and other departments to ensure seamless guest experiences.
  • Supported upselling efforts by offering tailored packages and promoting hotel services.
  • Assisted in preparing reports on reservation activity and occupancy levels.
  • Maintain knowledge of availability, rates, and policies to provide accurate information.
  • Prepare reports on reservations, occupancy levels

Secretary to General Manager

Island View Club Hotel Grand Gaube
01.1994 - 06.1995
  • Manage the General Manager’s calendar, including scheduling meetings, appointments, and travel arrangements.
  • Prepare and organize correspondence, reports, presentations, and other documents.
  • Screen incoming calls, emails, and visitors, directing them appropriately.
  • Coordinate and arrange meetings, including preparing agendas and taking minutes.
  • Handle confidential and sensitive information with discretion.
  • Assist in the preparation of reports, proposals, and presentations.
  • Maintain filing systems and ensure document accuracy and confidentiality.
  • Follow up on action items and ensure timely completion of tasks.
  • Liaise with other departments and external contacts on behalf of the General Manager.
  • Support special projects and administrative tasks as required.
  • Recognized for proactive support and organizational skills

Education

High School Diploma -

DCDM Business School
Quatre Bornes
07.2009

Skills

  • Revenue management
  • Reservation systems
  • Market analysis
  • Upselling strategies
  • Booking optimization
  • Customer relationship management
  • Sales coordination
  • Trend monitoring
  • Team leadership
  • Conflict resolution
  • Effective communication
  • Strategic planning
  • Performance reporting
  • Customer satisfaction

Timeline

Senior Sales and Reservation Manager

Maritim Resort & Spa
03.2024 - Current

Senior Reservation Manager

Maritim Resort & Spa
03.2016 - 02.2024

Central Reservation Manager

Veranda Resorts and Heritage Resorts
11.2006 - 02.2016

Central Reservation Supervisor

Veranda Leisure and Hospitality
12.2003 - 10.2006

Reservation Officer

Marina Village Hotel Anse La Raie
06.2001 - 11.2003

Reservation Officer

Island View Club Hotel Grand Gaube
07.1995 - 01.1999

Secretary to General Manager

Island View Club Hotel Grand Gaube
01.1994 - 06.1995

High School Diploma -

DCDM Business School

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Chitra Mungra