•Acted as primary contact between hotel and customers in pre-planning and on-site execution of events, effectively building relationships and assuring clients’ needs were understood and fulfilled.•Responsible for guest room, meeting, menus and audio-visual logistics for conferences and meetings.•Ensured event details and requirements were communicated to and executed by all involved hotel departments, resulting in excellent event delivery and customer service.•Assisted with forecasting hotel revenue for banquet food and beverage and public room rental, leading to more accurate and updated figures as customers’ plans were determined (i.e. menus selected).•Member of hotel’s Leadership Team and acted as Manager on Duty for assigned shifts. •Sent customer service surveys following events & maintained database of scores & results, including comments for testimonials; ensured any negative comments were addressed internally and with customers to help improve future service, and shared positive comments to reinforce excellent service delivery.•Part of Sales Department and assisted as needed: Booked internal and one-day external meetings, fielded initial inquiries, etc.

•Responsible for guest room, meeting, exhibit & event logistics for conventions and groups covering more than 300 room nights.•Managed customer relationships relative to customer service, hotel services & event needs, contract execution, room block management, payment structure, performance damages and all group needs, building relationships and leading to satisfied clients.•Ensured event requirements were communicated to and executed by all involved hotel departments, ensuring customers’ needs were understood and delivered, for excellent customer service.•Supervised Event Service Managers in on-site event delivery.•Assisted with forecasting hotel revenue for guest rooms, public room rental and other services.•Provided guidance and training to other Managers and Administrative staff as a senior member of the Department.

•Served as primary contact for over 200 groups hosted annually: Initial contract, pre-event planning, on-site delivery and follow-up.•Responsible for planning and execution of weddings, receptions, catered events, meetings, special programs, overnight accommodations and conference agendas; maintaining and building relationships and ensuring excellent event delivery, particularly important as the majority of groups were returning annual customers.•Facilitated communication between departments prior to and during each group’s stay, confirming clients’ needs were understood and updated as needed, to allow continued quality service.•Maintained and coordinated use, maintenance and inventory of meeting rooms and audio-visual equipment.•Scheduled and supervised staff responsible for on-site conference execution and delivery, upholding high customer service levels.•Part of leadership team responsible for decision making and strategic planning for the Association, as well as acting as Director on Duty and responding to emergency/crisis situations.•Worked as Front Desk Agent during summers while in college; began full-time as Conference Services Assistant in September 2000; was promoted multiple times, serving as Director for over 2 years.