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Award Winning Customer Service Professional

New York City, NY, 10075
September 29, 2018

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Heather Epstein

*** **** **** ****** ***. *M New York, NY 10075 È732-***-****


Award Winning Professional in Hospitality Industry

Successful in identifying new business opportunities to proactively generate new business as well as strengthen current client relationships to increase overall revenue goals.

Top producing Senior-Level Sales Professional with extensive hospitality and consumer sales experience. Includes developing national and international accounts targeting some of the worlds’ largest 4 and 5 star luxury hotels and resorts. Able to develop and lead a cohesive sales team to achieving all sales goals while delivering optimal perfotmance. Excellent client relations skills: fostering long-term, profitable relationships while increasing while increasing revenue and achieving bottom-line oblectives. Additional expertise in:

Core Competencies

An award-winning, passionate, and effectively persistent employee with expertise in Consultative/Solutions Selling.

Strategic Targeted Marketing tailored to meet to the client or corporations individual needs.

Unyielding work ethic and proven ability to quickly establish and maintain superlative customer rapport and relationships with excellent multicultural sensibility.

Apply collaborative and leadership skills in partnering, negotiating, and influencing to gain cooperation with hotel staff, senior management, sales operations as well as hotel guests.

Highly skilled in business planning creation and implemebtation to devevelop high volume accounts.

Always bring a unique and value added presence to any business to provide a personal a unique experience for all guests

Provide first-class sales, customer service and site experiences to ebtertain both potential and exisring clients

Demonstrate a rare ability to function effectively on a strategic and tactical level simultaneously, while applying meticulous attention to detail with a team spirit.

Ability to recognize and create opportunitues that have a positive impact on market share, profit and overall quality

Roslyn Claremont Hotel Roslyn, NY (4/2011-Present): Final Position Leisure Sales Manager

Responsible for creating unique guest experiences including developing and maintaining relationships with top dining (Shops at Columbus Circle), and a myriad of entertainment options for existing as well as prospective clients in the North Shore, The Hamptons and New York Metropolitan Area.

Served as a Public Relations representative for the hotel, activities included sales calls, leveraging relationships with individual as well as corporate clients. Activities included sales cales, trade shows, entertainment and exclusive FAM trips (familiarization trips).

Responsibsible for maintaining and soliciting new accounts, enetertaining clients as well as maintain relationships with existing accounts to exceed rooms revenue.

Executed and supported operational aspects of business books, such as geberating proposals, writing contracts and customer correspondence.

Expert at prospecting and soliciting new business

Wyndham Merida, Merida Mexico (06/2003-2/2011): Final Position Concierge Manager

Received A Rooke of the Year award for FY 2006 for Outstanding Customer Service as well as 3 additional awards for providing superior customer services and received 3 promotions.

Developed programs, action plans as well as attended trade shows to promote Merida and Wyndham as a destination to the travel trade.

Greet, develop and strengthen guest relationships, responsible for coordinating all concierge activities for the property and conduct site experiences tailored to entertain invdual existing and potential clients.

Manage an extensive network of local service providers and people who had access and information on the latest events, arts, food, cuture and fashion in Merida, Mexico.

Address complaints promptly and escalate to the appropriate manager when necessary.

Managed key accounts for EMEA (Europe, Middle East and Asia) Markets as directed through client acquisition, education and partnership opportunities.

North Star Restaurant ( 1/1999-04/2003): Final Position Assistant Manager

Supervised and coordinated dining room activities as well as directed staff, addressing emails and following up on leads.

Established and implemented policiies, goals and objectives as necessary.

Review financial statements, sales activity reports and other sales metrics to measure productivity and goal achievement

Identify areas for revenue increase and implement a sales action plan to drive results.

Proactively geverate new business through networking, trade shows, leveragibg existing relationships, referrals and cold calling.


BA Degree in Business Administration and Spanish, 2003: Rutgers University

Study Abroad Program, 2001-2002, Universidad de Yucatan

MBA Degree in Marketing and Management Fordham University 2015

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