Sales Customer Service

Jayne Beers Kutsopias

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

Address:

City: Harleysville

State: PA

Zip: 19438

Country: USA

Phone: 610-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dedicated Hotel Professional offering more than 25 years in the hospitality industry, with in-depth knowledge of Operations, Sales, Food and Beverage, Training and Customer Service.

Educational Background:

High School Dipolma from Lehigh County Community College, Allentown PA 1/2001 to 6/2006 (AA)

High School Dipolma from, Allentown PA 1/2001 to 12/2012

Job History / Details:

Summary

Dedicated Hotel Professional offering more than 25 years in the hospitality industry, with in-depth knowledge of Operations, Sales, Food and Beverage, Training and Customer Service.

Highlights

Operations and Food and Beverage

P&L

Labor Controls

Budgets and Forecasting

New Construction and Renovation

Payroll

Franchise SOP's

All Operational Reporting

Menu Planning

Cost Controls

Tips Trained

Franchise Breakfast Standards

Restaurant and Bar Management Skills

Sales

Sales Process

Training and Mentoring

RFP's

Site Tours

Cold Calls

Marketing Plans

LNR

Group Sales

Meeting Planning

Marketing

FAM Tours

Comp Set Analysis

Corporate and Transient

CRM Programs

ALL Sales Reporting

Accomplishments

3 Time CHOICE HOTELS Gold Award Winner

Best Cost Control Concord Hospitality

5 Time 1st Place Executive Womens Council Trade Show Booth

RISE Sales Award Top 5 percentage Extended Stay Hotels

Wrote and edited documents to keep staff informed on policies and procedures.

Boosted customer satisfaction ratings by 6 percentage in under 4 months.

Created new departmental procedures manual. Assessed organizational training needs.

Collaborated with prospective clients to prepare efficient product marketing strategies and drive business development.

Guided and Managed 30 Regional Sales Directors overseeing 176 hotels in NE Region as Task Force Regional during interview and hiring process for new Regional VP of Sales ( November 2010-February 2011)

Developed highly effective sales training strategies as Regional Task Force Sales Director of a 24-30 person team.

Experience

August 2008 to February 2012

Extended Stay Hotels Northeast Region

Senior Regional Director of Sales Task Force NE Region

Worked directly with the VP Sales to assist in the sales effort and momentum of the Northeast Region to increase YOY RevPar . Worked with up to 30 Regional Sales Directors and 176 Hotels and Operations Teams from Canada to Virginia. Traveled extensively for 2 to 3 week time periods to assist in falling markets, recruit, interview and train new RSD's, train and work with Operations in the sales process, run weekly reports for VP for region and individual team members, follow through on Action Plans for field, mentor RSD's, lead trainer for CRM and new sales initiatives. Promoted the hotel brand through sales calls, telemarketing and networking.Improved customer service ratings through training of Operations Team in Customer Service and doing shop calls.

November 2007 to July 2008

Gecko Hospitality Chalfont, PA

Senior Hotel Recruiter

Assisted in the development of the hotel division for this premier hospitality search firm that specialized in Restaurants. Worked with Franchise Partner/Owner to grow the Hotel side of the industry. Started with 4 states and moved to assisting other partners in 22 states. Negotiated contract rates and candidate guarantees, interviewed and presented candidates, researched potential hotel company clients, assisted in interview schedules and reference checks, worked resumes for candidates, worked on placement of ads on job board, advanced level on CBIZ, Jigsaw, LinkdIn, HCareers, Monster and Spider sites.

August 2007 to November 2007

Family Leave

Took a leave from work following the sudden illness and death of my husband to care for my daughter and self.

October 2004 to August 2007

Hampton Inn Willow Grove ( Island Hospitality) Willow Grove, PA

General Manager

Began as the General Manager after holding the position of DOS from March of 2004. Increased hotel revenue, profits and market share through controlling bottom line cost with labor/payroll, purchasing, control on AR and AP, and careful execution of Capital Projects and hotel maintenance, increased top line performance with strong involvement in sales, revenue management market analysis, training of team and a strong focus on customer service.

March 2004 to October 2004

Hampton Inn Willow Grove (Island Hospitality) Willow Grove, PA

Director of Sales

Worked to increase revenue and client base through cold calls, telemarketing, networking and strong revenue management. Handled all RFP's and client negotiations for both rooms and meeting facilities. Trained Front Desk team in qualifying clients and value selling for both transient, group and meeting needs. Established relationships with caterers to increase F&B revenue by developing menus and prices. Was promoted to General Manager.

April 2002 to March 2004

Sleep Inn /MainStay Suites ( Hersha Hospitality) King of Prussia, PA

General Manager

Responsible for top and bottom line revenue of this dual concept hotel in King of Prussia.Kept records of room availability and guests' accounts, manually or using computers.Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.Recorded guest comments or complaints, referring customers to managers as necessary.Contacted housekeeping or maintenance staff when guests reported problems. responsible for working with Regional Sales to increase top line revenue through follow up contacts, cold calls, site tours and assiting with RFP's

March 2001 to April 2002

Hilton Garden Inn West Allentown, PA

Pre-Opening General Manager

Assisted independent owners of this newly built hotel in the Allentown suburbs, hired and trained management and team, insured all construction and FFE was correct and met HGI standards, pre opening sales and marketing, established marketing plan and assisted with opening budget. Attended HGI GM certification .

November 1997 to March 2002

Hampton Inn ( Concord Hospitality) Allentown, PA

General Manager

Performed bookkeeping activities, such as balancing accounts and conducting nightly audits., trained team, assisted in sales, created yearly marketing plan and budget. Updated and worked on monthly Action Plans, controlled bottom line and focused on top line revenue. Attended Hampton GM certification.

November 1996 to October 1997

Hampton Inn Allentown (Concord Hospitality) Allentown, PA

Director of Sales

Responsible for all Top Line Revenue for the hotel through Cold Calls, set appointments, site tours, community networking, training of front desk in sales skills and qualification, RFP's and revenue management. Promoted to GM, attended Hampton Sales Skills Certification.

May 1996 to November 1996

Family Leave

Family Leave

June 1990 to May 1996

Comfort Suites Allentown Allentown, PA

Director of Sales

January 1982 to January 1990

Sheraton Jetport Allentown ( Jabarra Hotels) Allentown, PA

Asst F&B Director, Catering Director, Restaurant and Bar Manager

Education

Lehigh County Community College Allentown, PA

Associate of Arts,

High School Diploma

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