Positive and upbeat Manager passionate about sales and hospitality. Results-Driven and disciplined professional with an eight-year record of success in field. Prepared to apply experience and skills to growth-oriented position with progressive organization.
Skills
Customer Satisfaction & Retention
Sales Process
Direct Sales
Cold Calling
Closing
CRM
Sales & Hospitality Management
Public Speaking/Presentations
Communication
Management & Training
Time Management
Teamwork & Team Building
Work History
Sales & Marketing Director, 08/2018 to Current Brookdale Senior Living – Cypress, TX,
Cultivate high quality client relationships through effective communication and servicing of customer accounts.
Collaborate with Regional Teams to develop pricing strategies, marketing plans, budgets, recruitment, and research.
Transfer enthusiasm to prospective & current residents to ensure they experience exceptional customer service.
Generate & improve partnerships with various referral companies, physicians, home health care agencies, assisted living communities, nursing homes, and rehab facilities.
Train the sales team on inquiry follow up, discovery, tour effectiveness, closing techniques, customer satisfaction, etc.
Use available data and metrics to make informed decisions and uncover potential missed sales opportunities for follow-up.
Monitor current market conditions, and competitors across the region, to generate new business.
Manage customer engagement and communication programs, such as in-person or virtual events and tours
Coordinate with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
Achieved and maintained a 21% inquiry to close rate since opening, resulting in over four million dollars in revenue
Guest Services Supervisor, 04/2015 to 03/2018 Bluegreen Resorts – Fort Mill, SC,
Directed, coordinated, supported and evaluated all operations and activities for the Guest Services Agents and GEM Specialists to insure proper completion of all Front Desk operations.
Recruited, hired, trained and supervised all three departments of Guest Services at the most elite resort on the Gulf Coast.
Pioneered and administered a property management system in order to simplify the organization of all guests on property.
Streamlined the overall check-in process by creating literature used by the Front Desk team during every initial interaction.
Succeeded in the scheduling of all Guest Services team members, including Front Desk, Bellmen, and Retail staff.
Researched and composed all guest materials regarding local information (restaurant lists, local activities, personal chefs, etc.).
Coordinated and implemented all policy changes while serving as a liaison internally in order to communicate any Guest Services changes with other departments.
Completely revamped the Front Desk checklist, raising efficiency and facilitating the quality of life for front desk team members.
Won the GEM of the Year Award for 2015 and the Presidential Award for 2016.
Guest Service Representative, 08/2014 to 02/2015 Schulte Hospitality Group – Homewood, AL,
Played a key role in managing the logistics of guest experiences and served as the initial touch-point for guest arrivals at the front desk.
Served as an informed resource for guest concerns and requests both in person and via phone calls.
Collaborated with culinary and accounting team members to handle guest requirements from check-in through check-out.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Assisted guests by furnishing information and directions to various areas of property including entertainment, shopping and dining areas.
Sales Manager & Public Speaker, 01/2012 to 01/2014 Festiva Hospitality Group – City, STATE,
Delivered prepared sales presentations to groups of two to thirty customers (one to three times) daily in order to increase company sales.
Inspired sales representatives by executing motivational sales meetings and one-on-one mentoring sessions.
Maintained over a 35% closing percentage as a sales representative, and was promoted to a sales manager after four months of excelling as a representative.
Generated successful relationships with clients & followed up with contacts after exceeding client expectations.
Earned Festiva’s Salesperson of the Month for December 2012 & Most Valuable Player Award for the year 2013.
Education
Bachelor of Science: Business Administration - Marketing, Expected in 2010 Drexel University - Philadelphia, PA GPA:
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