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Senior VIP Manager and Director of Events Resume Example

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SENIOR VIP MANAGER AND DIRECTOR OF EVENTS
Professional Summary

Experienced Sales Manager with over 17 years of experience in the Entertainment Industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing revenue and profits.

Work History
Senior VIP Manager and Director of Events , 12/2016 to 11/2019Identity Management Group-Time Nightclub, Costa Mesa, CA
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels by 30%.
  • Achieved substantial increase in VIP Sales by using market expertise and business knowledge to make proactive decisions.
  • Maintained financial accuracy when handling over $60,000 in revenue each day.
  • Enhanced VIP Sales and Guest Relations initiatives while managing effective marketing campaigns.
  • Recognized areas needing improvement and implemented specific programs, enhancing productivity and guest satisfaction.
  • Recruited and developed multiple employees for FOH department.
  • Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
  • Maintained store equipment, including computers, printers and fax machines.
  • Evaluated employee performance on daily basis and conveyed constructive feedback to improve skills.
  • Chaired weekly meetings with management team to identify opportunities for improvement, schedule planning and discuss performance for the prior week and expectations for the upcoming week and future.
  • Devised new promotional approaches to boost customer numbers and expand our market penetration as well as creation of guest relations policies focused on client retention and satisfaction.
  • Planned marketing initiatives and leveraged referral network to promote business development.
  • Used entertainment industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
  • Boosted team productivity
  • Used technological and guest relations strategies to promote exceptional customer service and create positive environment for employees and clients.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
VIP Nightlife and Guest Relations Manager, 08/2014 to 12/2016Fig & Olive, Newport Beach, CA
  • Motivated and rewarded employees to improve engagement.
  • Surveyed guests to check for areas in need of improvement.
  • Coached and developed associates to improve soft skills and recovery techniques.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Collaborated with various team members to ensure guest requests were addressed appropriately and timely.
  • Resolved service-related problems and documented actions in system.
  • Reviewed account information and charges with guests during check-out.
  • Increased customer service ratings through personable service.
  • Answered customer telephone calls promptly and appropriately.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Recruited and trained 15 new members of guest service team.
  • Processed up to 900 telephone and walk-in reservations per day.
  • Booked large groups for weddings, seminars, conferences and other events.
VIP and Guest Relations Manager, 06/2003 to 07/2014Fugu/Identity Management Group-Sutra Nightclub, Costa Mesa, CA
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Motivated and rewarded employees to improve engagement.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
  • Resolved service-related problems and documented actions in system.
  • Provided services efficiently and with high level of accuracy.
  • Recruited and trained 20 new members of guest services team.
  • Answered customer telephone calls promptly and appropriately.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Collaborated with various team members to ensure guest requests were addressed appropriately and timely.
  • Surveyed guests to check for areas in need of improvement.
Profession Beach Volleyball Player-, 05/1995 to 09/2007AVP And FIVB World Tours, Manhattan Beach, CA
Education
Bachelor of Science, Business Administration , 04/1996
Pepperdine University - Malibu, CA
Skills
  • Direct sales
  • Relationship cultivation and retention
  • Team leadership and collaboration
  • Conflict resolution
  • Extensive personal network
  • New business development
  • Staff management
  • Cash management
  • Scheduling
  • Operational improvement
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Resume Overview

Companies Worked For:

  • Identity Management Group-Time Nightclub
  • Fig & Olive
  • Fugu/Identity Management Group-Sutra Nightclub
  • AVP And FIVB World Tours

School Attended

  • Pepperdine University

Job Titles Held:

  • Senior VIP Manager and Director of Events
  • VIP Nightlife and Guest Relations Manager
  • VIP and Guest Relations Manager
  • Profession Beach Volleyball Player-

Degrees

  • Bachelor of Science , Business Administration 04/1996

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