With over 40 years of hospitality experience, we seek team members who have compelling backgrounds in either reservations or front-office at the property level. Our ideal candidates are not only seasoned professionals but also passionate individuals who can bring a wealth of knowledge and a dedication to delivering exceptional service to our guests.
Under the expert guidance of our clients, we compile an extensive knowledge base for each property with all of the need-to-know information for our agents to master. This includes not only details about the hotel itself but also rich insights into the local area, ensuring that our agents can offer guests personalized recommendations and create memorable, authentic experiences during their stay.
Our training involves classroom sessions, shadowing, and role-playing with managers and experienced agents. To handle live calls, new agents role-play with our CEO using an “Ideal Call Flow” script, scoring 85%+ on property quizzes. Balto technology supports them in real calls, with daily monitoring and Kennedy Network coaching for quality assurance.
With endless opportunities for customization and personalization, we can streamline our services to reflect the specific needs of our customers. Whether it’s tailoring reservation processes, integrating unique branding elements, or adapting our team’s expertise to match your distinct requirements, we’re dedicated to crafting solutions that align seamlessly with your vision and goals.
A renowned business leader in the hospitality industry, Robbie Wilson is the focal point for the vision and leadership for Advantage Reserve responsible for the strategic direction, business development, revenue, profitability, growth, and continuous improvement of services to partner hotels.
With more than 40 years of experience in the hospitality industry, Robbie has a multifaceted knowledge of hotel management, a deep passion for the guest experience, and a successful record in delivering operational excellence and financial results.
His expertise includes:
Robbie’s wealth of experience includes senior-level responsibilities at 3, 4, and 5 diamond management companies and hotels, such as Omni, Four Seasons, Sonesta, IHG, Hilton, Island Outpost Resorts, and several boutique and independent properties.
His extensive experience in all facets of hotel operations – all rooms divisions, food and beverage, sales and marketing, reservations, and revenue generation – has instilled in him a deep commitment and service philosophy to always deliver excellent guest services.
Contact: rwilson@advantagereserve.com
Hometown: Medfield, Massachusetts
Favorite Way to Relax: Sun, sand, and water
Favorite Destination: “Cape Cod, and the sights and the aromas always remind me that I am home. I also had a one-of-a-kind experience on a safari trip in South Africa.”
Memorable Experience at Hotel: “It was the Peninsula Hotel New York, and it was the perfect guest experience because of its incredible service and attention to detail. Everything was available. I didn’t have to think. The experience was so effortlessly exceptional, and the staff anticipated my needs before I even considered what I wanted.”
Ai Uemoto is a key member and contributor to Advantage Reserve’s leadership team and partner hotels, ensuring financial health and leading operational strategies for the business.
Having been with Advantage Reserve since its inception in 2007, she manages cost-center budgets, delivers a range of operational reports, and identifies operational trends to optimize financial performance and expansion as well as minimize risk.
Creating and maintaining a data- and results-driven culture, Ai’s responsibilities include:
Ai’s decades of experience in hospitality and hotels includes working for and representing highly successful and growth-oriented properties, such as Magna Hospitality, the Cartwright Hotel in San Francisco, Holiday Inn, and the Comfort Inn – ensuring that the customer care instilled in her from deep experience in hotels gets translated to call center operations.
Contact: auemoto@advantagereserve.com
Hometown: Ibaraki Prefecture, Japan
Favorite Way to Relax: Spending time with family – “my husband and my dog Mimi. She is a mix of Shih Tzu and Yorkie, and she is like a daughter to me!”
Favorite Destination: Italy and France “and I love the Philippines. It’s a beautiful place with a unique, diverse culture and very warm, friendly people.”
Memorable Experience at a Hotel You Stayed: “My husband and I had a staycation at the Atlantic Hotel on Fort Lauderdale Beach. The weather for our long weekend wasn’t so good, very rainy, but the guest experience was fantastic. The hotel service, from the front desk to room service, was so exceptional that we had a great weekend despite the rainy weather!”
Having a long tenure in the hospitality industry, Andrea Coleman is an exceptional, well-rounded leader with the ability to drive results, execute business strategies, and deliver outstanding customer service. She is focused on supporting the frontline while contributing to top-level strategies.
Andrea’s range of in-depth insights and responsibilities include:
Before joining Advantage Reserve in 2009, Andrea worked for the Tides Hotel and the Kent Hotel in Miami Beach; Holiday Inn; Hilton Garden Inn; Furnished Quarters, a property management company featuring high-end rental condominiums; and the corporate task force team at Magna Hospitality, which turned a number of properties in distress into successful operations from a financial, service, and quality standpoint.
Contact: acoleman@advantagereserve.com
Hometown: Mamaroneck, New York
Favorite Way to Relax: Being outdoors and playing with her daughter, and watching movies – “I have seen every movie!”
Favorite Destination: Anywhere with a beach – “I love Puerto Rico, and I’d love to visit Sydney, Australia, and my daughter’s name is Sydney.”
Memorable Experience at a Hotel: “Being in hospitality enables me to have many unique experiences and opportunities. When I worked at The Tides in Miami Beach, I met many interesting people, including Jay-Z, Beyoncé, Jamie Foxx, and Janet Jackson. I even went to Janet Jackson’s 50th birthday party!”
Mrs. Bernal holds a juris doctorate and a B.A. in communication. She has had the opportunity to train a team of Latin marketing to conform to American standards.
With an extensive and enriched background of analytical skills, competitive strategies, group dynamics, and genuine care for top-notch customer service combined with a passion for personnel development, training, and solutions-oriented coaching, Marie embraces the overall mission of Advantage Reserve of enhancing the service levels and profitability of our clients by providing timely information in a gracious manner to potential guests.
Daily Responsibilities include:
Contact: mbernal@advantagereserve.com
Hometown: Guadalajara, Mexico
Favorite Way to Relax: “Listen to diverse types of music, flamenco, opera, classic, folkloric, reggae, Hawaiian, and Mexican music, with a nice glass of sangria in the company of friends/family. If it is by the beach, even better.”
Favorite Destination: Mallorca in Spain and Cuernavaca in Mexico. “Cuernavaca is the city of the eternal spring season. The people are so caring and kind in both destinations. And the food, simply delicious.”
Most Memorable Experience at a Hotel: “Time I went to Montesol, in Ibiza. The location is almost magical close to old castles. We had a bonfire at night close to the beach with flamenco music. In the morning, when I was eating breakfast a smiling older gentleman served me some Iberic ham and told me I should eat breakfast first and then flan later. He acted as if I was family. The service was exceptional and personalized, the location unequivocally mythical, the food: unforgettable fresh local ingredients paella.”