Customer Service Sales

Melissa A. Marston

856-***-****

*** *. ***** **. ***. Flr

Philadelphia, Pa 19122

*********@*****.***

Professional Experience

The Westin Hotel

Supervisor of Outlets

Princeton, New Jersey 11/11- Current

Operations Management

Manage Daily operations

Act as a role model leading in Westin Values received Brand Champion of

June 2012

Develop multiple shift management schedules of all areas in Food and

Beverage Departments

Purchase/Control Inventory within budget guidelines.

Responsible for staff assessment, coaching and development plans

Defined operational expectation and managed staff performance in accordance

Execute operational strategies devised to increase sales by forecast to

generate profit in Outlets Department

Assist with resource management, served on interview and decision panel

Take responsibility for meeting standards of yearly audits

Assist in executing sales and market plans to enhance revenue

Assisted with inputting biweekly Outlets Payroll

Revenue

Consider new and innovated ways to deliver and present the food and

beverage offering in the hotel to increase levels of revenue in guest

satisfaction.

Assist in designing weekly menus along with executive chef to maximize

profit

Advanced food profitability by positioning promotional items in areas

frequently visited by guests

Introduced Pool Menu Avrg wine: $9, Avrg beer: $5, Avrg cocktail: $10;

seating for 20+; 15-20 staff

Developed and implemented discount incentives to increase onsite vendor

sales

Wine tasting with SPG Members to highlight the Monthly Feature

Coordinate and execute guest social functions within the lounge and

restaurant

Customer Service

Work with Front Desk to ensure quality service. Act as final escalation

point for customer service issues.

Develop amenities for SPG members, executives, and service recovery

Developed a 'Surprise & Delight' experience for the Outlet Department

guests

Team Management & Training

Developed at team focused on high performance

In functions of operations management trained new supervisor

Direct and motivate team to exceed goals.

Ensure strict compliance with all relevant hygiene and safety requirements

Accountable for training new employees in serving, operating micros, and

room service experience

Delegate projects to teach area of Outlets

Gain expertise in wine, beer, and alcohol through management of beverage

operations.

Played an instrumental roll in wine and food menu pairing

The Women's Solo Project

Administrative Assistant

Philadelphia, Pennsylvania . 12/03/10-3/29

Identify, extract, analyze and disseminate statistical Domestic Violence

data

Managed event operations for Annual Benefit Dinner, Fashion Show, &

Christmas Donations

The facility selection, contracting, pricing, transportation,

accommodations, food and beverage selections and audio/visual service

arrangements

Researched, wrote and submitted successful grant applications totaling

$2,500

Handled the responsibilities of creating collateral materials like

pamphlets and brochures as well as designed sponsorship booths

Achieve a strong, visible social media presence and develop concepts with

viral potential. Continuously monitor online public relations and ensure

the success

Create effective programs that addresses the message and purpose of the

organization in a clear and effective way Researched and developed of

proposals for events and programs

Cross Cultural Solutions

Internship- ESL Teacher/

New Delhi, India . 12/09-1/10

Teaching Conversational English to teachers in Vidiya Slum in India

Teaching mathematics, reading, phonics and grammar to school aged children

with English as a Second Language

Created and executed lesson plans, and constructive games to gain cross

cultural experiences with students and teachers

Interviewed various international non profit organizations to understand

operations, marketing, sponsorship, and point of distinctions

Falls Banquet Hall

Captain

Philadelphia, PA . 12/08 - 04/09

Setting up of banquet events; servicing and breaking down.

Responsibilities of overseeing and delegating tasks to banquet staff

Bridal hostess

Ability to work in hectic rush periods for group meetings with attention to

excellent customer service

Resolved client issues/employees concerns satisfactorily

Manage guest and event when the manager was unable to attend

Set up lay out of floor plan

Delegate tasks for event

Education

Rowan University 2011

Major: Humanities and Social Science

Specialization: Sociology and Public Relations

Minor: International Studies

Leadership

Lambda Theta Alpha Latin Sorority, Inc.

-President 2006-2007

-Area Orientation Advisor 2011-2012

Oversee Richard Stockton, Rutgers University, Rowan University, and TCNJ

Recruitment and Intake process

URL Mentoring Program (You Are Loved) 2007-2009

-Established

-Founded

-Fundraising Chair

- Programming

Skills

-Strong people development skills

-Excellent organization, communication, motivation, team building and

leadership skills

-Above average analytical and problem solving skills

- Quick learner who enjoys initiatives which emphasize continuous

improvement and learning

- Proficient in all Windows operating systems and Microsoft Office

software: Word, Excel, PowerPoint, Outlook, Micros

References

Upon Request

Contact this candidate