The #1 Choice forCentral Reservation Systems

Robert Wilson

Founder & President

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, deep passion for the guest experience, and a successful record in delivering operational excellence and financial results.

His expertise includes:

• Developing, planning, and implementing operational roadmaps and financial structures that support growth
• Building and strengthening relationships with external stakeholders, specifically AR’s diverse base of partner hotels
• Translating initiatives into clear actions for internal and external teams and creating evaluation processes for service levels, conversions, and revenue generation
• Building a healthy, unified culture that fosters open communication, cross-functional collaboration, and operational efficiencies
• Ensuring long-term sustainability by working closely with senior leadership on their relevant market analysis, risk analysis, return on investments, prospective partnerships, annual budgets, contracts, and negotiations

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, revenue generation — has instilled in him a deep commitment and service philosophy to always deliver excellent guest services.

Contact at: 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

Vice President of Finance

Ai Uemoto is a key member and contributor to Advantage Reserve’s leadership team and partner hotels, ensuring financial health and leading financial strategies for the business.

Having been with Advantage Reserve since its inception in 2007, she manages cost-center budgets, delivers a range of financial reports, and identifies financial trends to optimize financial performance and expansion as well as minimize financial risk.

Creating and maintaining a data- and results-driven culture, Ai’s responsibilities include:

• Managing payroll, payables, budgets, contracts, deal analysis and negotiations, and procurement
• Preparing financial reports and forecasts for executives, sales and support teams, account managers, and partner hotels
• Delivering daily, weekly, monthly, and year-to-date financial reporting
• Producing reports based on property needs and revenue, caller data, agent productivity and performance, conversions, and booking information
• Working collaboratively with leadership teams to develop, execute, and manage business plans, operational efficiencies, and key drivers that impact results
• Monitoring and maintaining internal controls to protect the company assets as well as to support overall risk management

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 at: 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!”

Andrea Coleman

Director of Quality Assurance and Training

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:

• Onboarding, training, and coaching staff, such as agents, account executives, and relationship managers, on technologies, platforms, best practices, and procedures
• Overseeing the implementation of new clients
• Acting as a knowledge resource for hotel information, systems, data, research, industry trends, revenue generation, and quantifiable benefits
• Reviewing, monitoring, and auditing quality assurance, workflow patterns, performance standards, service levels, and daily, weekly, and monthly metrics
• Contributing to pipeline opportunities and strategies with executives, sales teams, and clients for planning, operations, forecasting, and account management

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 at: 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 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!”

Alejandra Fernandez-Diz

Director of Human Resources and Learning Development

Alejandra Fernandez-Diz oversees the direction and development of people-related strategies, talent management, and organizational culture for Advantage Reserve.

Working closely with company executives and the operations team, Alejandra’s responsibilities include:

• Executing organizational development and talent initiatives for recruitment, onboarding, performance management, employee engagement and retention, and HR intervention and resolution
• Developing and facilitating programs related to learning and succession planning that foster outstanding leaders
• Providing coaching and consultation to company leadership, supervisors, and agents to support alignment of company culture, mission, and values
• Overseeing programs that advance culture management, corporate goals, awards and recognition, diversity, inclusion, and change management

Having worked working in operations, HR, and convention services for more than 20 years, Alejandra is committed to the employee experience — providing a great first impression for candidates, establishing trust and confidentiality among employees, and building and sustaining a positive, supportive culture at Advantage Reserve.

Contact at: afernandez@advantagereserve.com

Hometown: Santiago de Compostela, Spain — “born and raised!”
Favorite Way to Relax: “I love to read, about 60 to 70 books per year, usually about history, true crime, psychology — I love to know people’s stories and understand motivations, thoughts, and behavior.”
Favorite Destination: “Istanbul is it for me, and one day, I will own a home there. And I can’t wait to go to Azerbaijan!”
Memorable Experience at a Hotel: “It was at the Brown’s Hotel in London. I had had a long trip, arriving from Thailand, and without my asking, the person at the front desk had arranged for special accessories to come to my room that would relieve my fatigue. It was a quiet, but significant experience, specifically because she had listened to me and showed that she cared about my unique experience.”

Alan Spencer

Director of Operations

Alan Spencer plays a pivotal role on the leadership team, overseeing the strategic execution and operations management for Advantage Reserve’s call center functions.

He works collaboratively with stakeholders to ensure that the call center’s operational infrastructure supports and advances exceptional guest services, increased conversions, and revenue generation for our partner hotels.

Accountable for a 24/7/365 operation, Alan is proficient at:

• Analyzing qualitative and quantitative data and metrics, updating performance dashboards, evaluating KPIs, and delivering deep-dive reports to senior executives on agent productivity, ROI, schedule efficiencies, and overall customer care
• Implementing quality control initiatives and training agents on best practices and guidelines for optimal guest interactions
• Monitoring guest satisfaction, service levels of agents, system designs and efficiencies, quality management, employee engagement and retention, and workforce management
• Identifying industry trends, market patterns, regulatory changes, competitive intelligence, as well as future-thinking innovations in order to properly adjust strategies and then deliver a best-in-class guest experience

Having extensive experience in the hospitality industry and call center operations, Alan has held managerial positions at Hyatt Hotels, Hertz Car Rental, magicJack, Cable & Wireless Communications, and Digicel.

Contact at: aspencer@advantagereserve.com

Hometown: Manchester, England and Saint Catherine Parish, Jamaica
Favorite Way to Relax: Playing billiards and watching soccer (especially Manchester United)
Favorite Destination: “I love Spain, the entire country, the cuisine, the people — and Paris is next!”
Memorable Experience at a Hotel: “The Breakers in Palm Beach truly was a wow experience from the very first moment I entered its property. I received a full upgrade to a presidential suite that overlooked the Atlantic, and the room and amenities made me unhurried and leisurely for the entire week. Plus its staff focused on 150% service, providing items that I hadn’t considered.”

Bill Montgomery

Quality Assurance & Training Manager

Bill Montgomery has a visible leadership and development role at Advantage Reserve — responsible for planning, developing, and administering training programs for its high-performing call center teams.

In addition to monitoring the service levels of AR’s reservations agents, Bill works closely with the leadership team to maintain and advance training and quality assurance processes, identify opportunities for performance improvement, and execute strategies that improve guest experiences and sales conversions.

His responsibilities include:

• Implementing initiatives related to performance measurement, coaching/mentoring, and process improvements
• Identifying KPIs, insights, trends, benchmarking standards, and other criteria that positively impact the guest experience
• Leading continuous evaluation and improvement of training methods, service delivery, needs and gap analysis, and guest feedback
• Monitoring individual as well as team results to ensure attainment of the revenue goals and performance targets
• Developing technical, sales, and soft-skills training based on the particular needs of partner hotels and their guests
• Collaborating with management teams to develop ongoing professional development

Bill has a passion for customer care — aiming to make every interaction a positive experience, building trust among internal and external customers, and knowing that the customer experience is critical to sales conversions.

Contact at: wmontgomery@advantagereserve.com

Hometown: Houston, Texas, and Fort Lauderdale, Florida
Favorite Way to Relax: Reading (especially materials about American history), gardening, and visiting Orlando where his daughter lives
Favorite Destination: “Boston because of its history, food, location. It is so much fun, and the people are so personable.”
Memorable Experience at a Hotel You Stayed: “The Roosevelt Hotel in New York City — the service is always great. Plus it has unique, elegant architecture and design that transports me to another place and time. It has great majesty.”

Rickey Bannerman

Operations Manager

Rickey Bannerman acts as Advantage Reserve’s direct interface when developing and executing strategies to the call center team in order to achieve operational excellence — improving customer satisfaction, increasing productivity, and improving performance levels.

He oversees a high-performance culture with a focus on exceptional guest services, conversion, goal attainment, quality, and process improvements. His responsibilities include:

• Assisting with developing and monitoring key metrics, KPIs, and results reporting
• Reviewing and implementing new procedures and policies to agents that maximize performance levels and efficiencies
• Making decisions based on revenue results
• Acting as subject-matter expert for team members, peers, and information related to partner hotels
• Monitoring processes that deliver continuous improvement
• Supporting QA oversight of the call center team
• Supporting agents with effective techniques that build employee engagement, motivation, and team development

Rickey has more than 20 years of experience in call center operations, quality assurance, and training, including work with American Express, Sitel, and the Florida Department of Transportation.

Contact at: rbannerman@advantagereserve.com

Hometown: North Miami, Florida
Favorite Way to Relax: Exercise and sports as well as time with family and children
Favorite Destination: Jamaica or Las Vegas
Memorable Experience at Hotel: “It was the Hilton in Orlando, and the experience was extraordinary because of the customer service — and of course, my kids loved the amenities and the location. The customer service was extremely warm and friendly. I always am happy to write reviews and make recommendations, especially identifying the people who help to create a great customer experience.”