Michele Berhorst Email & Phone Number

Wright City, Mo, Us

Chesterfield, Missouri

Doubletree Hotel & Conference Center Chesterfield

2005-2008: Director of Service CapabilitiesLead the development, implementation and ongoing measurement for customer satisfaction improvement programs, collecting and analyzing customer feedback data, for a fortune 500 company with over $10B in revenue annually. Provide virtual and onsite support to 34 sites.·Improved customer satisfaction results consistently over 3 years across 34 properties and contributed year over year revenue growth by directing efforts to improve employee performance during customer interactions.·Led efforts to implement automated tracking systems to provide operations efficient tools to manage service programs and employee performance that increased 7-10% annually. ·Division lead participating in core design team that created and implemented training preparing newly hired employees to demonstrate service skills aligned with company goals and reduced under 90 day turnover results. Recognized with 2008 Chairman’s Award for team results.

Trained and led the implementation of service strategies with 4 years of annual improvements for a property of 2000 employees and over $300 M in annual revenues.·Led and managed corporate design project for Spotlight Program defining and training employee service standards that would exceed customer expectations. Conducted training program with over 85% leadership earning certification at 18 properties. ·Achieved increased customer satisfaction results in a high visitation market annually for 4 years.

Developed and managed training processes to ensure brand standards were met for 2000 employee property while implementing a new customer service program. Led special projects assigned by the property General Manager that promoted increased employee and customer satisfaction results.·Successfully implemented new customer satisfaction program, which included training, communication and process improvements, resulting in increased annual customer satisfaction ratings.·Planned and facilitated orientation, training and employment file update processes integrating over 900 Players Island employees and leaders to the Harrah’s St. Louis team.·Launched brand-training programs for front line, supervisor and management courses to ensure consistent training. Property brought up to brand standards in less than 1 year for 2000 employee property.

Managed all group, leisure, convention and casino sales efforts for the Riverport Casino Center and the Harrah's Hotel with staff of up to 7 and revenue targets over $1M annually.Effectively hired, trained and developed the sales and catering team for Riverport Casino Center and achieved 90% hotel occupancy within 6 months of opening.Increased sales responsibility in 1998 with the addition of Casino Sales. Developed casino group and bus programs that resulted in increased year over year admissions for casino groups and bus visitation.Managed departmental expenses at or below budget plan while achieving 100% market penetration for hotel occupancy consistently each year.Coordinated all casino group blocks to ensure VIP customers would have room availability while contributing to increased casino revenues.Achieved "excellent" customer service ratings for sales and catering groups consistently over 4 years.

Directed sales and marketing strategies to increase annual revenues and be the market leader in yield.·Exceeded annual revenue goals by 7-8% annually by establishing a highly effective sales team.·Surpassed REVPAS goal by 18% and increased yield share by 6.5% over prior year.·Expanded responsibilities to include Front Desk and HR operations while cross training in accounts payable and serving as interim General Manager during leadership transition.·St. Louis Airport hotel ranked #1 in customer service across Embassy Suites chain in 1995.