Jessica Dragan Email & Phone Number

Nashville, Tennessee, United States

The Director of Catering & Convention Services sets the tone for Sonesta’s Culture of Caring. We focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.The Director of Catering is responsible for driving the social catering business and for managing the Catering & Convention department team members. The Director of Catering & Convention Services is responsible for coordinating, supervising and directing all aspects of the Catering & Conventions Department and for developing and implementing strategies to meet and exceed budgeted revenues. The Director of Catering & Convention Services will develop new social catering business while also acting as a liaison between clients and operating departments to ensure repeat business and the successful execution of all events.

United States

Greater Nashville Area, Tn

The Westin Nashville Hotel – Nashville, TN – August 2017 to PresentExecutive Meeting Sales Manager• Managing organizational sales by developing a business plan that covers sales, revenue and expense controls.• Meeting planned sales goals and tracking sales goals and reporting results• Setting individual sales targets with the sales team.• Coordinating with marketing on lead generation• Promoting the organization and products.• Understand our ideal customers and how they relate to our products• Sell and Service all groups that turn definite

Nashville, Tennessee

Sheraton Grand Nashville Downtown Hotel – Nashville, TN – February 2016 to August 2017Convention Services Manager• Prepares all event documentations and coordinates with Sales and Property Departments and Customers to ensure a high level of service throughout the event and after.• Ensures a seamless turnover from Sales to Service back to Sales• Recognize opportunities to increase Revenue by upselling and offering enhancements• Manage revenue and profitability associated with all events• Supports and acts on behalf of the Director of Events in her absence.• Serves as the Primary Contact on property for the event planner• Oversees customer expectations and experiences through the life cycle of a group• Manage group blocks and meeting space

Nashville, Tennessee

Gaylord Opryland Resort and Convention Center – Nashville, TN – August 2013 to February 2016Assistant Front Office Manager• Supervise and Manage the Front Office operations, Supervisors, and Stars (Approximately 75+ Stars)• Interact with customers to ensure the standards of hospitality are being met and delivered• Process all new hires, training, and handled all disciplinary actions• Created new Training Guidelines and gave guidance in the Marriott Acquisition of Gaylord Brands• Point of Contact for all Property Management Systems. Ability to instruct and teach others on the functions from a learned skill set.• Customer Service Champion for all Guest Relations• Acting Manager on Duty in the absence of the General Manager

Nashville, Tennessee

Courtyard by Marriott – Goodlettsville – Goodlettsville, TN – February 2012 to August 2013Assistant General Manager• Assists in the Operational Development and Financial Controls of the property• Supports the management and development of the Departmental Teams• Manages the Guest Experience• Conducts all Human Resource activities and affairs• Partners with the Atlanta Sales Office for all event booking and negotiation• Manages all Event Operations and Food and Beverage Operations

Atlanta, Georgia

Renaissance Atlanta Waverly Hotel – Atlanta, GA – September 2010 – February 2012Front Office Manager• Managed all Supervisors and Managers• Worked closely with other departments to improve processes in place for total hotel gain• Created a team environment to motivate the ambassadors to achieve• Achieved and exceeded the goals set, budget, team goals, and Guest Satisfaction Survey.• Ensured Guest Satisfaction while understanding the desired financial results• Followed all LSOPs and SOPs• Acted as the “Service Champion”, handles all customer care feedbacks• Empowered Ambassadors to take care of the customer• Identified the needs of ambassadors and develops them in the areas needed• Provided guidance and directions to the ambassadors and supervisors• Administered all performance reviews• Profit and Loss Statement critiques and analyzes areas of improvement

Nashville, Tennessee

Renaissance Nashville Hotel – Nashville, TN – February 2006 – September 2010Assistant Front Office Manager• Encouraged and built trust and respect with the team members• Supervised and managed The Front Desk, Bellman, Concierge, and DTS• Managed the Supervisors and Front Desk managers• Interacted with customers to ensure the standards of hospitality were being met• Implemented many different recognition and service programs• Managed the department controllable expenses• Processed all new hires and handled all disciplinary actions• Performed all Director of Rooms responsibility in his absence• Critiqued the P&L• Became the MOD when the General Manager was out of the office

Nashville, Tennessee

Renaissance Nashville Hotel – Nashville, TN – May 2005 - February 2006Front Desk Manager• Communicated to ambassadors to lead, influence, and encourage to achieve goals• Served as a Role model for Customer Service• Supervised all Front Office Duties in the absence of the Front Office Manager• Observed services behaviors and gave feedback to the ambassadors for their development• Preformed all human resource functions for the front office and held monthly meetings

Greater New Orleans Area

New Orleans Marriott Hotel – New Orleans, LA - May 2004 – August 2004Front office Internship• Managed day to day operations and ensured the quality and standards of the expectations from the customers• Ensured regular on going communication happened between associates and supervisors to achieve ending results of service• Provided customer service that was above and beyond expectations• Set positive examples to the associates for internal and external guests• Trained and monitored staff, especially during new hire training