Sales Customer Service
Resume:
MARY ROSE RIVERA
**** ********* *** *********, *******, 34746 United States 407-***-**** ***********@*****.***
PROFESSIONAL EXPERIENCE
HERITAGE PARK INN, KISSIMMEE, FLORIDA
General Manager, Jul 2012 – May 2014
Manage staff, preparing work schedules and assigning specific duties.
Direct and coordinate organization\'s financial and budget activities to fund operations, maximize investments, and
increase efficiency.
Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members,
organization officials, and staff members as necessary.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
Greet and register guests.
Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints.
Monitor the revenue activity of the hotel or facility.
Observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and
procedures.
Coordinate front-office activities of hotels or motels, and resolve problems.
Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of
funds to departments.
Collect payments and record data pertaining to funds and expenditures.
Manage and maintain temporary or permanent lodging facilities.
Meet with prospective tenants to show properties, explain terms of occupancy, and provide information about local
areas.
Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, Bills, and
incurred operating expenses.
Investigate complaints, disturbances and violations and resolve problems following management rules and
regulations.
Formulate, direct and coordinate marketing activities and policies to promote products and services, working with
advertising and promotion managers.
Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market
characteristics, and cost and markup factors.
Negotiate contracts with vendors or distributors to manage product distribution, establishing distribution networks or
developing distribution strategies.
Negotiate contracts with vendors or distributors to manage product distribution, establishing distribution networks or
developing distribution strategies.
Balance Daily Reports and handle all Bank Deposit Transactions.
HERITAGE PARK INN, KISSIMMEE, FLORIDA
Director of Sales, Jul 2010 – May 2014
Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
Determine price schedules and discount rates.
Review operational records and reports to project sales and determine profitability.
Prepare budgets and approve budget expenditures.
Assess marketing potential of new and existing store locations, considering statistics and expenditures.
Represent company at trade association meetings to promote products.
Resolve customer complaints regarding sales and service.
Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
BRANFORD HALL, BRANFORD, CONNECTICUT
Admissions Sales Representative, Jan 2007 – May 2008
Advise students on issues such as course selection, progress toward graduation, and career decisions.
Participate in student recruitment, selection, and admission, making admissions recommendations when required to
do so.
Ask questions in accordance with instructions to obtain various specified information, such as person's name,
address, age, religious preference, or state of residency.
Contact individuals to be interviewed at home, place of business, or field locatio n, by telephone, mail, or in person.
Meet with supervisor daily to submit completed assignments and discuss progress.
GRASSY HILL COUNTRY CLUB, ORANGE, CONNECTICUT
Sales Manager, Nov 2002 – Jan 2007
Confer with staff at a chosen event site to coordinate details.
Coordinate services for events, such as accommodation and transportation for participants, facilities, catering,
signage, displays, special needs requirements, printing and event security.
Consult with customers to determine objectives and requirements for events such as meetings, conferences, and
conventions.
Meet with sponsors and organizing committees to plan scope and format of events, to establish and monitor budgets,
or to review administrative procedures and event progr ess.
Arrange the availability of audio-visual equipment, transportation, displays, and other event needs.
Maintain records of event aspects, including financial details.
Confer with staff at a chosen event site to coordinate details.
Direct administrative details such as financial operations, dissemination of promotional materials, and responses to
inquiries.
Count money and make bank deposits.
COURTYARD BY MARRIOTT, ORANGE, CONNECTICUT
Sales Manager, May 1999 – Nov 2004
Greet, register, and assign rooms to guests of hotels or motels.
Verify customers' credit, and establish how the customer will pay for the accommodation.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Compute bills, collect payments, and make change for guests.
Resolve customer complaints regarding sales and service.
Plan and direct staffing, training, and performance evaluations to d evelop and control sales and service programs.
Determine price schedules and discount rates.
Monitor customer preferences to determine focus of sales efforts.
Prepare budgets and approve budget expenditures.
Property Site Tours/ Contracts/ Trade Shows/ Inside & Outside Sales
Direct clerical staff to keep records of export correspondence, bid requests, and credit collections, and to maintain
current information on tariffs, licenses, and restrictions.
EDUCATION
GATEWAY COMMUNITY COLLEGE, CONNECTICUT
Travel & Tourism, Jun 1984
WILBUR CROSS HIGH SCHOOL, CONNECTICUT
High School Diploma, May 1983
UNITED STATES ARMY, CONNECTICUT
Mar 1994-Jan 2001
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