Customer Service Manager

Mark F Rosendahl

Email: ********@*************.***

Address:

City: Anthem

State: AZ

Zip: 85086

Country: USA

Phone: 480-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

A motivated professional with over 20 years of experience in hospitality industry primarily in the areas of in sales, operations and event planning. Driven to manage costs and establish strategic, mutually beneficial partnerships and relationships with users, vendors and service providers. Consistently exceeding sales & financial goals to increase profitability. Passionate about customer service, & exceeding client expectations. Attention to detail, I work tirelessly with clients & staff to ensure all details are properly executed and customer expectations are exceeded. Problem-solving achiever, exhibiting high ethics, hard work, competence, and confidence, underscored by a personal commitment to outstanding professional performance.

Educational Background:

High School Dipolma from University of North Carolina, Chapel Hill NC 1/2001 to 5/1988 (Radio, Television and Motion Pictures)

High School Dipolma from Brigham Young University Idaho, Chapel Hill NC 1/2001 to 12/2012

Job History / Details:

Executive Profile

A motivated professional with over 20 years of experience in hospitality industry primarily in the areas of in sales, operations and event planning.

Driven to manage costs and establish strategic, mutually beneficial partnerships and relationships with users, vendors and service providers.

Consistently exceeding sales & financial goals to increase profitability.

Passionate about customer service, & exceeding client expectations.

Attention to detail, I work tirelessly with clients & staff to ensure all details are properly executed and customer expectations are exceeded. Problem-solving achiever, exhibiting high ethics, hard work, competence, and confidence, underscored by a personal commitment to outstanding professional performance.

Skill Highlights

Project management

Leadership/communication skills

Business operations organization

Client account management

Human resources

Budgeting expertise

Self-motivated

Market research and analysis

Customer-oriented

Event Management and Promotion

Team Player

Branding

P&L Management

Strategic Planning

Relationship Management

Revenue Enhancement

Forecasting

Business Plan

Training & Development

Special Events

Contract Negotiations

Business acumen

Integrity

Positive Thinker

Business Development

PC Competent

Professional Experience

January 2010 to October 2012

Aventura Catering / ARAMARK Sports and Entertainment at the Phoenix Convention Center Phoenix, Arizona

Director of Sales & Marketing

Managed team of four sales of professionals responsible for sales in excess of 14 million. Spearheaded Off Premise Catering re-branding, including website redesign & enhancements, resulting in a 300 percentage increase in revenue. Strengthened company's business by leading implementation of local catering package to increase customer base with a one-team concept, working cross lines of business & maintaining customer loyalty.

July 2007 to February 2009

JW Marriott Desert Ridge Phoenix, Arizona

Sr Event Manager

Dynamic event manager maintaining high level of service to high end clientèle in a team environment. Personally accountable for over 7 million in catering sales. Exceeded budget sales & profit by 12 percentage or more annually. Created new tracking systems for increasing customer service satisfaction.

Marriott's Chairman's Circle Award for excellence in 2008 for exceeding goals in revenue and average check.

December 2003 to July 2007

JW Marriott Grande Lakes Orlando, Florida

Sr Event Manager

Part of Opening Team at the premiere luxury hotel in Orlando. Consistently met and exceeded department expectations for productivity and accuracy levels. Lead company in Customer Satisfaction Scores and maintaining top 5 status each year. Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints.

Team exceeded total sales by 500 percentage growth over budget of 14 million in 2004.

2005 #1 ESS Marriott Hotels and Resorts International.

2005 Event Management Team of the Year North America.

September 1999 to December 2003

Williamsburg Marriott Williamsburg, Virginia

Director of Event Management

Executive Committee position: responsible for all aspects of hotel's event management and catering operations. Directed team of 10 managers and 30 hotel professionals in 3 departments. Exceeded budgeted productivity levels for 2002 & 2003 by cross utilization of staff, and more efficient scheduling processes.

Increased Local Catering revenue by 33 percentage as a result of revised packaging, enhanced menus, and pursuit of Off Premise Catering.

Improved customer service ratings through hands on interaction with staff in changing the culture of my operational team. Increased Meeting Planner Survey from 34 percentage to 59 percentage reaching #1 in the Region and 25th in the company in 2002.

Received Mid-Atlantic Most Improved Event Team 1999

August 1998 to August 1999

Gaithersburg Marriott Washingtonian Center Gaithersburg, Maryland

Sr Event Manager

High Energy event manager maintaining high level of service to corporate, local clientèle. Exceeded budget sales & profit by 30 percentage, personally handling $1.3 million in business including 3,000 person off site reception. Lead Marriott Corporation in Customer Satisfaction #1 worldwide.

Marriott Marquee Event Operations Team for NCAA Basketball Regional & Finals. Consulted, planned, & executed corporate events in conjunction with the NFL Super Bowl Village: Super Bowl XXXIII at Joe Robbie Stadium, Miami Florida.

199 Event Management Team of the Year North America.

August 1997 to September 1998

Metro Center Marriott Washington, DC

Catering Manager

High Energy event manager maintaining high level of service to corporate, government clientèle. Exceeded budget sales & profit by 160 percentage in a group hotel.

Marriott Marquee Event Operations Team for NCAA Basketball Finals, & Final Four. Consulted, planned and executed corporate events in conjunction with the NCAA Final Four in San Antonio Texas, Including NCAA Partner Events.

March 1995 to September 1996

JW Marriott Washington, DC Washington, DC

Director of Audio Visual Operations

Lead team of 10 audio visual technicians, with 1 manager & 2 supervisors a high volume convention hotel. Maintained an operating budget of over 2.5 million annually, exceeding sales per square foot for company. Managed profit & loss statement for department with an Audio Visual inventory of over 700k. Led regular stand-up meetings, events and continuous improvement projects with measurable goals.

Led company in dollar to square foot of space for 3 years in a row

Report card of 90 percentage and reduced rebates by 70 percentage by focusing on the customer experience and hands on delivery with Audio Visual Team

March 1993 to February 1995

JW Marriott on Pennsylvania Ave Washington, DC

Senior Convention Service Floor Manager

Team Leader for high volume floor operations at premiere hotel in Washington DC. Oversaw daily training of staff, lead monthly staff meeting & training. Managed team to ensure all details were properly executed in high paced environment. Main point of contact for special events & conventions. Mentored, coached and trained 45 team members including 4 mangers and 6 supervisors in 15 million dollar catering operation. Recruited, hired and trained 2 college managers for Convention Service Department.

Earned the Pinnacle Award & Gold Key Award for meetings.

Education

1988 University of North Carolina Chapel Hill, North Carolina

Bachelor of Arts Radio, Television and Motion Pictures

1985 Brigham Young University Idaho Rexburg, Idaho

Associates Degree Communications

Additional Information

Awards / Recognition Certified Meeting Professional (CMP)

Marriott Chairmans Circle Award for excellence in 2008

Marriott Golden Circle Award for excellence in 1998, 1999, 2001, 2004, 2005, 2006, 2007 & 2008,

2005 Event Management Team of the Year North America - JW Marriott Orlando Grande Lakes

1999 Event Management Team of the Year North America - Washingtonian Center Marriott

Worked with non- profit organizations and various sports organizations over the past 14 years, in both an operational and a fund raising capacity.

Served Mission for the Church of Jesus Christ of Latter-day Saints.

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