It is my focus to obtain a position within a professional, well respected organization by means of applying my work experience and education. It is my long term career goal to combine my current knowledge, abilities and skills with experience gained from this new position so that I can establish myself as a valuable asset to the organization, therefore, leading to a dedicated successful career.
Highlights
Hospitality services
Customer service standards
Customer service background
Hospitality service expertise
Excellent customer service skills
Service coordination
Customer Service and Communication Skills
Client Service
Experience
04/2007 to Present
Convention Service ManagerFirst Hospitality Group Inc – Toledo, OH,
Detail, manage conferences / meetings ranging from 5 - 3000 people (events such as Stockholders Meeting for Fortune 500 Company, Local/State/National Association Conferences, Corporate Groups, Fraternal Groups, etc. Many with revenues ranging from of $120,000.00 - $500,000.00)
Plan and conduct pre-convention meetings and work closely with operations to ensure successful events
Manage departments from guest services to operations and hotel staff servicing events acting as liaison between client and hotel departments
Maintain detailed, accurate account database
Cultivate valuable relationships with existing clients
Work closely with Director of Sales (DOS) and Director of Catering (DOC) to ensure hotel is on target with respect to revenue and occupancy goals
Maintained excellent attendance record, consistently arriving to work on time
Generated client retention by accurately organizing and executing group conferences and events
04/2006 to 04/2007
Catering ManagerOls Hotels & Resorts – Saint Louis, MO,
Generated top line catering revenue by maximizing all revenue potential and up-selling additional events / amenities to build additional revenue
Proactively solicited new and existing client base for meetings / events with or without guestrooms to meet and exceed individual and team revenue goals in guestrooms, food and beverage
Create Banquet Event Orders detailing times, menus, and meeting specifics
Communicated group details / changes to all hotel departments, coordinating customer's needs with other property events and activities and ensuring customer's expectations were meet
Participated in daily business review, training, networking, sales leads groups and additional sales related meetings as needed
09/2005 to 04/2006
Sales and Catering AssistantHoly Name Medical Center – Englewood, NJ,
Maintained and facilitated daily reports detailing the logistics of upcoming events and conventions
Maintained revenue summary reports for past events and planned revenue for upcoming events
Maintained quality control and assurance when Banquet Event Orders are modified and ensured all supporting departments were aware of any/all changes
Qualified potential groups/events via telecom and electronic correspondence by gathering important information in regards to their needs and advancing that information to the subsequent sales/catering representative
Provided friendly, courteous service to create memorable moments for guests
Maintained flexible work schedule including evenings, weekends and on-call to meet event needs
Fostered enjoyable event atmosphere through friendly guest interactions
01/2005 to 09/2005
Administrative/Program AssistantIntegrated Electrical Services, Inc. – South Houston, TX,
Executed daily accounting procedures
Scheduled / contracted transportation logistics
Qualified potential customers via telecom and electronic correspondence
Gathered information and entered details into computer tracking spreadsheets, documents and databases
Managed both digital and physical filing systems and retrieved documents as required
Made copies, proofed documents and distributed mail to provide administrative support to staff
Worked alongside event team to secure useful coverage of program goals and daily operations
Coordinated daily tasks including recruitment, office upkeep and inventory maintenance
Transferred and directed phone calls, guests and mail to correct staff members
Delivered top-notch administrative support to office staff, promoting excellence in office operations
Oversaw intern work including educating each staff member on program procedures and operational structures
Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements
Created and updated physical records and digital files to maintain current, accurate and compliant documentation
Maintained efficient and balanced calendar of current participant appointments, staff meetings and assessments
07/2004 to 01/2005
Sales ManagerResidence Inn By Marriott Charleston Airport – City, STATE,
Developed new accounts in the extended stay business segment
Nurtured connected relationships with existing client database to encourage brand commitment
Coordinated all details of bookings from initial contact through confirmed contract
Organized promotional events and interacted with community to increase sales volume
02/2002 to 07/2004
Sales and Catering RepresentativeEmbassy Suites Hotel Airport/Convention Center – City, STATE,
Proactively solicited new and existing client base for local and group business to meet and / or exceed individual and team revenue goals in sleeping rooms, food and beverage
Negotiated booking terms from initial inquiry through confirmed contract
Participated in daily business review, training, networking, sales leads groups and additional sales related meetings as needed
Responsible for booking and re-booking group and catering business through building strong, professional customer relationships and providing consistent outstanding customer service
Maintained well-documented, accurate, organized and up-to-date file management
Developed customer profiles and maintained an effective trace system including trace dates and references, in order to best meet client needs, resulting in superior account service and increased revenues
Developed strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction
Promptly followed-up on all customer needs and inquires
Maintained excellent attendance record, consistently arriving to work on time
02/2001 to 02/2002
Sales and Catering AssistantEmbassy Suites Hotel Airport/Convention Center – City, STATE,
Maintained and facilitated daily reports detailing the logistics of upcoming events and conventions Maintained revenue summary reports for past events and planned revenue for upcoming events Maintained quality control and assurance when Banquet Event Orders are modified and ensured all supporting departments were aware of any/all changes Qualified potential groups/events via telecom and electronic correspondence by gathering important information in regards to their needs and advancing that information to the subsequent sales/catering representative
Created catering menu based upon client specifications, event type, dietary needs and budget
Provided friendly, courteous service to create memorable moments for guests
Arranged linens and table settings according to seating plan and event theme
Maintained flexible work schedule including evenings, weekends and on-call to meet event needs
Fostered enjoyable event atmosphere through friendly guest interactions
02/2000 to 02/2001
Guest Service Representative / Lead Guest Service RepresentativeEmbassy Suites Hotel Airport/Convention Center – City, STATE,
Facilitated guest check in and check out Handled guest reservations Managed Guest Accounting for Individual Reservations Participated in total hotel management through Manager on Duty Program
Supervised and trained front desk and reservations staff
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
Kept accounts in balance and ran daily reports to verify totals
Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
Planned coverage needs and organized services to support incoming special events
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
Maintained transaction security by verifying payment cards against identification
Maintained financial accuracy by collecting deposits, fees and payments
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
Education
Expected in
: 32 Credit Hours Earned Trident Technical College - North Charleston, SC, GPA:
Expected in 1999
Certificate, Hospitality Management: Southeastern Academy of Travel and Tourism - Kissimmee, FL, GPA:
Expected in 1998
High School Diploma: Holly Roberts High School - Holly Hill, SC, GPA:
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School Attended
Trident Technical College
Southeastern Academy of Travel and Tourism
Holly Roberts High School
Job Titles Held:
Convention Service Manager
Catering Manager
Sales and Catering Assistant
Administrative/Program Assistant
Sales Manager
Sales and Catering Representative
Sales and Catering Assistant
Guest Service Representative / Lead Guest Service Representative
