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Guest Experience Manager

New York, New York, United States
October 06, 2016

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Karen Y. Ng

Email:, *** ** **t h

Ave, Whitestone, NY 11357

917-***-**** / 718-***-****


Increasing Sales and Market Share, Driving Profitable Growth, Motivating, Leading and Developing Top Producing Sales Team, Exceeding Assigned goals

● Distinguished 19 years Sales and Marketing professional career reflects continual achievement in competitive hospitality industry

● Exceptional communicator who excels at delivering presentations and maintaining customer relations with national accounts.

● Entrepreneurial achiever with extensive skills and experience selling nationally and regionally.

● Strategic marketer with experience in managing and implementing budgets and plans.

● Embracing Global mission and corporate initiatives, Driving cost effective Sales and Marketing strategies, Producing dynamic business results

● Adapt easily to innovative ideas and new responsibilities able to set effective priorities to meet deadlines

● International working experiences enhanced cultural awareness and sensitivity to customs and cultural difference, established effective cross cultural communication strategies and team building abilities


Sheraton LaGuardia East Hotel

Director of Sales and Marketing May 2011 Oct 2015

● Directing, coordinating, training and supervising the Sales Managers, Catering Managers and Sales/Catering Coordinator, PR and Marketing Manager, and interns in all sales related activities, including set proactive sales strategies, direct sales efforts, follow up and proper sales administration, drive strategic business partnership and initiate marketing campaigns.

● Responsible for growing existing accounts and generating new business to ensure Room revenues from groups, business and leisure transients by developing rates, group ceilings and deployment strategies through review of competitive data, demand analysis, ensure Catering & Events revenues meet or exceed budget in order to maximize revenue and profits, and to improve the hotel’s performance in the marketplace.

● Savvy in establishing strong negotiating positions, articulate competitive value, deliver exceptional customer services

● Develop Marketing Plan by gathering historical and competitive data, setting goals and determining action plans to meet goals.

● Develop new business through obtaining accounts from competition, lateral development of existing accounts and contacting new customers in the market. Solicit new and saturate to existing business, direct team efforts through a combination of in house appointments, telephone, and personal visits, Sales Blitz and effective industry reports to set tactics.

● Entertain and maintain close relations with the major accounts tourism and business associations, and community leaders to develop positive rapport and ensure repeat business. Keep close ties with our competitive set in order to maintain proper positioning and awareness, as well as to enhance referral opportunities and network with current contacts to uncover other potential decision makers or influencers.

● Work closely with Revenue Manager, General Manager and front desks on yield and pricing strategies. Share insights of market trend and perspective with culinary team and banquet service team to create new products, packages to gain market share, establish upselling enhancements, as well as create memorable experiences to exceed customers’ satisfaction.

● Ensure property follow up and implementation of Guidelines for Operational Procedures. Revise sales and marketing guidelines, marketing procedures, and promotions manual when appropriate.

● Serve as one of key decision makers in Hotel Executive Committee, to oversee the general operation, crisis management, talent recruitment, coaching and development and company long term growth.

● Work closely with Starwood Metro Market Sales Teams, North America Divisional Sales Team and Global Sales Team to cross sell, to further elevate accounts potential to regional or/and global portfolios.

● Implement Starwood global initiatives across the board from corporate standards, branding, strategic marketing partnership, sustainability mission, to new Sales and revenue management technologies, and applications to leverage local property to a higher level to maintain its competiveness and global recognition.

● Attended Starwood North America Sales Kick Off (2011 2015) Attended Starwood North America Food & Beverage Conference 2014 Attending Starwood China Mission Roadshow 2013

Attended USTA POW WOW trade show 2011 2012 & leading National Industry Tradeshows (2009 2015)

American Cancer Society, Eastern Division, Asian Initiatives March 2009 – March 2011 Special Events Director

● Direct large community fundraising events, provide guidance and oversight for events handled by junior level events manager staff.

● Maximize net income potential by securing sponsorships and underwriting commitments.

● Achieve event net income targets by operating within pre approved budget and expense management guidelines

● Develop and implement action plans for increased corporate and community based organization involvement.

● Develop and maintain key relationships with community businesses, community leaders and high potential volunteers.

● Cultivate volunteer constituency, oversee the recruitment, training and mobilization of volunteers, and partner with volunteer committees in planning and executing events. Secure volunteer commitment through volunteer development and recognition.

● Develop strategies for increasing event participation, revenue growth, community awareness and volunteer engagement.

● Adhere to mandatory event protocols to maintain the integrity and success of events.

● Work in a team environment to effectively represent the Society and its mission in the community.

● Events profile


Night of Hope Gala, Spring of Hope Gala, Journey of Hope Gala Food & wine tasting:

Asian Americans for Hope Passport to Asia


Golf Outing

Community based:

Daffodils Day, Relay for Life, Making Strides Against Breast Cancer Fundraisers:

Champions for Charity at Americana Manhasset & team fundraisers Warwick New York Hotel

Group Sales Manager Feb 5, 2007 – Feb, 2009

● Actively solicit new groups and meetings business through personal calls, site inspections, telemarketing, blitzing, and sales trips. This includes assigned market segments with total account management (group and transient).

● Maintain relationships with existing accounts to rebook annual group programs as well as develop new programs.

● Solidify relationships through regular sales visits, client entertainment, agency/office receptions, site inspections and repeated follow up. Develop creative programs to ensure maximum reservations and client satisfaction.

● Work in tangent with Director of Catering to develop catering business and maximize food & beverage needs of group clients, e.g. develop new catering programs and offerings to promote to existing and prospect group accounts.

● Along with DOSM develop and facilitate marketing, public relations and media projects, applicable to the group and transient market segments.

● Cross sell other Warwick International Hotels on every sales contact.

● Participate in trade shows and industry functions related to assigned market segments.

● Provide continuous information and recommendation to the DOSM on market trends, competitive positions and client reactions.

● Prepare weekly sales activity report and sales activity plan for the following week. Prepare monthly sales activity report and ales activity plan for the following month. Sheraton LaGuardia East Hotel (New York)

C atering Sales Manager Dec 15, 2003 – Sept, 2006

● Manage a broad account database, e.g. scientific conferences, incentive groups, government branches, tourism boards, corporate activities, press conference, theme parties, charity fund raising, inauguration, fairs, wedding banquet and so on

● Coordinate and communicate with all levels of professional event or training organizers

● Work with General Manager, Director of Sales and Marketing, in addition to other departments within hotel, outside contractors and vendors

● Generate new accounts, keep good relationship with existing accounts and re activate potential accounts to enlarge account basis by getting involved in community service and activities

● Design personalized Wedding, Christmas, New Year, Meeting and Conference packages

● To maximize the use of hotel’s resources and facilities to exceed customer satisfactory

● Initiate marketing activities & joint promotions to increase hotel’s publicity, e.g. HK Dragon Boat Festival in New York, A Taste of NY (Food Show), TV Shows, 2006 Pre Lunar New Year Gala & Flower Market

● Attend Sales and Marketing meetings for sales and marketing activities, strategies & planning

● Manage Catering Budget, forecast and month end reports, attend Banquet meeting for better service & quality control

Sheraton Hong Kong Hotel & Towers (Hong Kong)

Catering Sales Manager January 2001 April 2001

A ssistant Banquet Sales Manager January 1999 December 2000 B anquet Sales Executive October 1997 December 1998

● Job nature same as above

● Prepare monthly competitors’ report, 2 week forecast report, month end actual report

● In charge of promotional activities, like Wedding Fair, theme parties, Ballroom Dancing Night, Mother’s Day party, Christmas family party

Regal Riverside Hotel (Hong Kong)

Banquet Account Manager September 1996 September 1997 B anquet Sales Executive June 1996 – August 1996


Board Member of Asian Job Service Employers Committee, Department of Labor, 2004 2006


Chinese University of Hong Kong

Bachelor of Arts, 1992 – 1996


Starwood ISAC, ROS, TLGO, Galaxy, Light Speed Galaxy, Meeting Matrix, Delphi, Nexus Word, Excel, PowerPoint, Chinese word, Microsoft Outlook LANGUAGES

Fluent in English, Cantonese and Mandarin

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