MONICA GEORGE

***** ********* *****, #**, *******, TX 77089 • 713-***-**** • acvmql@r.postjobfree.com

HOSPITALITY MANAGEMENT

Focused, diligent, highly creative contributor who consistently delivers strong outcomes and maintains a superior level of customer satisfaction. Effective in gaining the trust of individuals, achieving consensus, and maintaining long-term, mutually-beneficial relationships. Strong management skills. Detail orientated. Organized. Able to handle fast paced environments. Excel in implementing efficiencies that improve organizational goals and monetize results. Forge and direct high-performing teams / organizations. Exceeds expectations. Highly personable. Successfully navigate and work with people and organizations from varied religious and cultural norms. Extensive multicultural experience.

CORE COMPETENCIES

• event management • client relations • vendor relations • customer service • quality assurance • hotel / convention/ resort management • policy development • branding / promotions • sales & marketing management • staff training & development • operations • verbal and written communication skills • crisis management • financials & budgeting • strategic planning • project management

PROFESSIONAL EXPERIENCE

HAMPTON INN & SUITES LA PORTE, TX

ASSISTANT GENERAL MANAGER / DIRECTOR OF SALES 2015 - 2016

Plan, assign, direct and monitor work progress; interview, hire; train employees to perform effectively; appraise performance; reward and discipline employees; address guest issues/complaints and resolve problems.

Assisted General Manager in hiring, training and motivating of a starting team of about 20-25 people. Assign/delegate work

Carried out supervisory responsibilities in accordance with the brand standards and applicable laws

Assessed staff performance to ensure adherence to hotel standards, policies and processes

Directly supervised and trained front desk staff and breakfast staff

Ensured hotel and staff are consistently adhering to standard operating procedures

Closely worked with the Executive Housekeeper and Housekeeping staff to ensure hotel exhibited high level of cleanliness

Worked with Maintenance Staff to ensure a strong level of maintenance upkeep throughout the hotel and compliance with preventive maintenance procedures and policies of hotel

Established an organizational team culture oriented toward exemplary hospitality service as per brand standards

Successfully resolve guest complaints, turning negative guest experiences into positive ones

Conducted employee performance reviews and recommended disciplinary actions as appropriate

Led numerous site tours showcasing the new property

Developed new hotel client base constantly acquiring and securing new corporate accounts through cold calls, appointments, telemarketing, e-mail blasts, etc.

Established and maintained productive relationships with corporate clients and customers, vendors and suppliers

HAMPTON INN HOUSTON-NASA

DIRECTOR OF SALES 2014 - 2015

Managed multiple projects, handling respective detailed aspects pertaining to function room set-up, AV as per client requirements

Monitored and managed room blocks according to contract utilizing group history reports and information given by clients to maximize hotel revenue. Administered sales agreements, detailing all food, beverage and A/V needs

Supervised the respective hotel departments executing the specifics of the event including payment structure, room block management, food and beverage, and master billing process. Liaison between meeting planners and hotel staff. Ensured smooth execution of event

Conducted corporate and leisure site tours and represented hotel at various networking events

Increased profit margins and met revenue goals by acquiring new corporate accounts

Responded to requests for proposals, met tight deadlines for clients and numerous events

Conducted cold calls, telemarketing and e-mail blasts to maintain existing client base and secure new business

Monitored financial budgets and inventory while ensuring compliance with company mandated policies

CVB – ROMANIAN MINISTRY OF TOURISM NEW YORK, NY

EVENTS & PROMOTIONS EXECUTIVE, WEST COAST 2009-2014

Consistently excelled at marketing and selling to travel and tourism industry clients. Utilized cold calling, referrals, and other strategies to build relationships with prospects, identified and analyzed needs, and presented solutions. Qualified marketing event attendees and created customized presentations to maximize ROI and increase tourism to Romanian destinations.

Positioned destination suppliers aligned to client hospitality requirements focusing on appropriate amenities and superior quality levels

Designed and effectively managed trade show displays that successfully illustrated the exceptional value of Romania as a travel destination

Researched specific client interests emphasizing beneficial angles for events positioning at various destination locations. Matched the destination offer with the demand of niched groups. Refined and streamline suppliers’ approach to USA and Canada incoming clientele facilitating and solidifying interpersonal relationships and repeat business

Facilitated metrics of quality customer service continuous improvement, enabling destination future solid business growth. Ensured quality standards matched client criteria by site inspections. Made strategic recommendations regarding revisions (lodging, food and beverage) to Romanian venues oriented to increasing their appeal to the North American travelers

QUEST TOURS & ADVENTURES PORTLAND, OR

SENIOR EVENT MANAGER (2001-2009), OPERATIONS MANAGER (1998-2001), PRODUCT DEVELOPMENT MANAGER (1995-1998)

Utilized profound knowledge of the Romanian travel industry to help launch and grow this newly established company targeting US and Canadian clients. Planned, implemented and monitored all facets of tours and events, with continued focus on superior quality and customer service. Developed a product mix based upon in-depth market and trend research. Orchestrated all aspects of tours, including lodging, hiring tour guides, extensive menu planning, and ground transportation logistics. Interviewed and hired local guides and suppliers, performed periodic ground inspections of all prospective facilities, and monitored suppliers.

During tenure as Operations Manager, directed the agency effectively and efficiently. Trained and supervised staff. Implemented policies and procedures that streamlined processes and increased accountability and quality. Managed supplier relations, finances, accounting, and general HR functions. Quickly resolved issues to ensure clients’ satisfaction increasing product value

Proactively promoted the company. Developed a dynamic, interactive trade show presentation. Served as interview subject by travel industry publications on various subjects

Assisted in marketing the company through print and online marketing materials and strategies. Updated website to reflect new company offerings. Designed award winning company brochure

Drove the design of new products and services that expanded business and buttressed the company brand proposition. Introduced an annual Halloween tour event featuring American-style celebrations in Transilvania. Designed, implemented, and enforced extremely high quality standards with local service providers. Researched history behind all tour itineraries, including an article, “Dracula, Urban Legend vs. History” published as a feature story in numerous venues

TAWAM HOSPITAL RECREATION AL AIN, UAE

CATERING AND EVENTS

Planned recreational activities for a healthcare facility serving the multinational expatriate staff community

Successfully negotiated and worked with local suppliers in providing clients with unique experiences

Directed the operation of the site efficiently. Trained and supervised staff. Implemented policies and procedures that simplified running of multiple departments operation (fitness, events, catering, Olympic size swimming pool)

Created on and offsite events and fitness activities as a hallmark of product offerings

EDUCATION

MBA (Fall 2016) • 3.75 GPA - Eastern Oregon University, La Grande, OR

Bachelor of Business Science – Business Leadership • 3.67 GPA - Eastern Oregon University, Gresham, OR

Associate Degree in Hospitality & Tourism • 3.79 GPA - Mount Hood Community College, Gresham, OR

TECHNICAL SKILLS

On Q /The Lobby • Delphi • Microsoft Office Suite • POS • Photoshop • Microsoft Expression • Project Manager

CERTIFICATES & LICENSES

• Hilton/Hampton Sales Certified • IATA Certified Travel Agent

• Licensed Tour Director/Event Planner – Institute of Tour Directors

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