•Provide excellent service for all events and acts as the primary resource for all functions at the hotel.• Monitor group room blocks and pick up, generate detailed resumes for the operating departments.• Maximize revenue by selling all facets of the hotel to previous, current and potential clients, including room rental, A/V and other revenue generation opportunities.

Delta Aviation LoungeOversee 18 hourly employees (supervisors, bartenders, food attendants and custodial staff) day-to-day activities• Responsible for the club(s)/lounge operations including scheduling, ordering product, inventory, training, service standards, guest and client interaction.• Oversees both front and back of house, in addition to food/bar/beverage service, superb guest relations abilities that are the key success to the operation. • Directs daily operations of food service to ensure employees have appropriate equipment, inventory, and resources, to ensure that operating standards and regulatory requirements are being met.

• Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions for 30,178 sq. ft. of event space, including 641 guest rooms; accomplished 85% of full use.• Used good judgment skills to flexibly handle 148 programs over 48 weeks, earning high customer satisfaction scores and facilitating employee development in critical skills, including cross-training with high company satisfaction evaluations.• Identified, solved, or developed alternative solutions to operational challenges including food & beverage, audio-visual (AV) and other essential departments.• Managed a small team of administrative staff and worked closely with banquets and audio-visual (AV) teams to achieve event goals and ensure client satisfaction.• Conducted after-event evaluations with customers to increase hotel effectiveness in terms of staffing, procedures, employee skillsets, and setup timelines. • My 2019 Event Satisfaction Survey (ESS) scores: event expectations 100%, event experience 94%, property recommendation 86%, overall experience 82% • Achieved a team ESS score of 91.2%, 8.5 points above goal.

• Achieved 2018 personal score card for ESS: event expectations, event experience, property recommendation by 100% and overall experience 90%.• Worked with banquet staff to assist with customer meeting planning and set up. • Prepared and conducted site visits with clients to showcase hotel features, amenities, and meeting space, and discussed different setup accommodations for their event.• Coordinated closely with front desk, housekeeping, and culinary teams on the logistics of the customer event request to execute the event successfully.• Conducted post-event surveys and invoices that included client feedback and improvement recommendations.• Flexibly changed my work schedule to accommodate operational needs.

• Secured new business and maintained repeat customers by up-selling food and beverage and room rental, increasing facility revenue.• Assisted negotiations with food and beverage prices, function space, room rates, and hotel service • Responded in a timely manner to incoming group/catering opportunities; referred opportunities outside parameters to appropriate sales associate. • Processed proposals and contracts; verified information for walk-ins, leads, and third-party sites.• Acted as the main point of contact between customers, sales representative, and Destination Sales Executive (DSE) by phone and email, responding to questions and requests.

•Provided all guests with a friendly, positive attitude, accuracy, and efficient check-in / checkout process while following the company’s policies and procedures. •Summarized items of note for subsequent shifts, contributing to a seamless guest experience. •Contribute $9k in total upgraded revenue and 386 Starwood Preferred Guest (SPG) enrollments.

• Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.• Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit, and directed to specific offices.• Assisted in administrative duties for office team, including making phone calls, copies, and schedules.• Maintained financial accuracy by collecting deposits, fees, and payments.

•Place food servings on plates or trays according to orders or instructions.•Monitor food distribution, ensuring that meals are delivered to the correct recipients and those guidelines, such as those for special diets, are followed.•Load trays with accessories such as eating utensils, napkins, or condiments.•Ensure exceptional customer service & satisfaction in a fast paced environment•Takes initiative to cross-train in various clubhouse outlets such as reception and the pool food & beverage department to enhance knowledge of clubhouse operations

•Coordinate details of events such as weddings, birthdays, anniversaries, charity events, surprise parties •Book and Visit venues to plan layouts of seating and decorations. •Inspect event facilities to ensure that they conform to customer requirements. •Maintain records of event aspects, including financial details.•Send out invitations and manage RSVP list

•Screened calls and walk-ins to provide students and parents with first-level information on university policies and procedures•Used Microsoft Office applications to create and edit various documents utilized by the department•Maintained records of employees files, access requests, and vendor information

Assisted with fundraising efforts by contacting sponsors 20 + and encouraging them the attend the Gala Collaborated with staff to plan and organize events and fundraising functionsCalled and confirmed 50+ guest reservations for up to 10 events