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Manager Sales

Waukesha, Wisconsin, 53186, United States
January 14, 2017

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Carolyn Little

*** ******* ****** ******: 757-***-****

Waukesha, WI 53186 Email: *****@*****.****.***



Revenue Manager/Front Desk Manager with over 6 years’ experience in the hospitality sector. My most recent areas of focus include maximizing transient revenue, improving hotel operations by streamlining existing processes and training staff to provide an excellent Guest Experience.

Experienced in all phases of hotel operations including: Front Desk, Sales, Human Resources, Housekeeping, Restaurant and Banquets.

Roles: Director of Revenue, Front Office Manager, Front Desk Supervisor, Night Auditor

Key Skills:

Operational Excellence


Customer Service

Project Management

Training Staff

Guest Satisfaction

Multi-Tasking & Priority-Setting

Strong Computer Skills


Hilton Garden Inn Park Place, Milwaukee, Wisconsin June 2014 to Present

Director of Revenue

Increased transient revenue by 250K (15%) within the first year

Meet daily with executive management, to discuss day-to-day operations, budget, and forecast

Successfully increased Average Daily Occupancy Rate (ADR) by 3-5%, year over year, by working with the Sales Team

Responsible for all hotel rate and inventory controls using R&I (Rate and Inventory for Onq) and GRO (Global Revenue Optimization)

Worked closely with sales department to load all 2014 and 2015 negotiated corporate rates on Global Distribution Management System (Hilton Software)

Work with TimeForce (Payroll Software) on a weekly basis

Work with STAR and Travel Click reports (Revenue Reports) on a weekly basis

Coordinate hotel renovations, projects and on-site events with the Sales Team

Communicate and liaise with other departments on a daily basis: Housekeeping, Maintenance, Banquets, Restaurant

Hilton Garden Inn, Suffolk, VA October 2012 – June 2014

Front Office Manager

Assisted in hiring new staff and coordinated new employee orientations for all departments

Implemented employee incentive programs

Coordinated employee socials and monthly meetings for entire hotel

Accountable for billing issues, guest complaints, selling rooms, accounts receivable, and SALT responses

Performance manger on duty shifts

Doubletree by Hilton, Virginia Beach, VA November 2010 – October 2012

Front Desk Supervisor

Awarded highest bonus to date for implementing new transient market selling strategies

Recognized for meeting sell-out goals while being Supervisor on Duty

Supervised activities performed by all Front Desk employees

Accountable for proper staff training and service levels

Coached and counseled employees, when needed, using standard operating procedures and best practice techniques

Maintained Associate performance evaluations

Night Auditor

Prepared daily revenue summaries and average daily revenue reports

Used On Q, a technology platform used for hotel sales, reservations, and guest services on a daily basis

Performed duties outside of job description as needed to help other employees/departments (Housekeeping and Maintenance)

College Internships: Gourmet Gang Catering, Paradox East Coast Grille,


Certifications: (Onq) (Rate and inventory controls for Onq) (Global Revenue Optimization)

ServSafe certified

Relevant Tools

Global Distribution Management System (Hilton Software), TimeForce (Payroll Software), STAR, Travel Click reports (Revenue Reporting), Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Access,


Norfolk State University Graduation: May 2013

Bachelor of Science in Business

Major: Hospitality Management

Cumulative GPA: 3.5

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