MELISSA CONLEY

Washington, IL *****

ad2l5p@r.postjobfree.com

309-***-****

Summary

Creative and Dynamic Director with experience creating exciting and enticing events for various clients and groups. Dedicated to recruiting competent teams committed to streamlining day-to-day operations. Steadfast attention to detail and high standards for smooth event outcomes.

Skills

Menu Pricing & Writing Guest Relations FOH/BOH Management

Event Planning & Management Budget Administration Hotel Management

Human Resources & Payroll Union Negotiations Marketing

Catering Management Facilities Management Sales Management

Work Experience

Director of Operations

Courtyard by Marriott - Peoria, IL September 2023 to Present

Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.

Analyze service problems and identify trends to prevent future issues.

Make and execute necessary decisions to keep the property moving forward toward the achievement of goals.

Work with the hotel management team to develop an operational strategy aligned with the brand’s business strategy and leads its execution.

Areas of responsibility include front desk, housekeeping, food and beverage, and maintenance.

Assumes responsibility of the GM during their absence.

Participate in all department head meetings, employee meetings, and daily stand-ups with team members, ensuring all communications are conveyed.

Participate in revenue management calls to create strategies to maximize hotel performance.

Closely monitor GSS scores and address issues or concerns with guest feedback.

On-call banquet bartender – setting up bar and serving alcoholic and non-alcoholic beverages for large banquets.

Dining Services Director

Eurest Dining Services – Caterpillar - Edwards, IL May 2022 to September 2023

Create and implement strategic plans to provide clients with new and relevant food and beverage options. The plan encompasses food and beverage operations, menu recommendations, and pricing recommendations.

Coordinate all catering operations, including booking events, supervising teams, developing, selecting, and costing menus, pricing, and departmental administration.

Develop and maintain effective client and customer rapport.

Establish and implement service and presentation standards for all catering operations and implement processes to ensure compliance and consistency.

Responsible for executing catering events of varied sizes and scopes, including staffing and management.

Responsible for components of accounting functions, including accurate reporting of all catering-related revenue, expenses, and receivables. These duties include controlling labor, food, and various costs to ensure we achieve our budget targets.

Direct the catering staff to maximize revenue with knowledge of food and beverage, market trends, and kitchen/banquet service procedures.

Manage employee relations encompassing recruitment, hiring, training, performance evaluations, payroll, and discipline.

Set and enforce performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction.

Work closely with the Union to ensure compliance with contractual language.

Catering Director

Aramark At Bradley University - Peoria, IL September 2021 to May 2022

Responsible for all operations with concessions at both the Coliseum and Shea Stadium, including, but not limited to, purchasing, inventory, scheduling, maintenance of concession stands, and staffing.

Conducted monthly inventory counts on all food and beverage products to ensure accurate and appropriate par levels and establish proper ordering guidelines.

Managed and operated the food and beverage POS, including receiving deliveries, controlling terminals, and producing reports to track metrics.

Ensured successful operations of catering events, including preparation, setup, and cleanup of events.

Performed these duties while guaranteeing financial targets were achieved.

Catering Sales Manager

Peoria Civic Center - Peoria, IL January 2019 to September 2021

Collaborated with clients to confirm event details, such as setup logistics, decorations, and food and beverage selections to fulfill client requests.

Developed food and beverage proposals and contracts for potential clients and followed through on pending bookings while upselling catering services.

Developed and maintained a catering marketing plan, including a comprehensive wedding planning service to clients and detailed menu development.

Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.

Worked in partnership with event managers and the IATSE union to ensure all aspects of hospitality riders were accurate and adhered to for each event. This task involved working closely with tour management, production management, artists, promoters and their staff.

Due to budgetary constraints by school groups, I implemented a new set of menus for use with the IESA and IHSA organizations to make options more cost-effective.

Assistant General Manager

Residence Inn / Courtyard By Marriott - Peoria, IL November 2020 to June 2021

Participated in weekly revenue management calls, adjusting rates based on occupancy, sales, forecasting, and comp sets.

Established and maintained efficient operations of both properties by supervising and supporting Guest Services, Maintenance, and Housekeeping departments.

Part of my responsibilities included acting as hiring manager for all departments at both properties. Responsibilities included recruiting, interviewing, hiring, discipline, and training.

Processed payroll using UltiPro and Hotel Effectiveness and staff scheduling for both properties, ensuring complete front desk and housekeeping coverage based on occupancy.

Managed the ordering, receiving, and invoice reconciliation for all products ordered for breakfast, The Market, housekeeping, and maintenance. This task included overseeing inventory and executing corrective actions to drive profitability.

Responsible for daily financial reporting and updating of financial budgets through the A3 Forecasting tools.

General Manager

Arrowhead Country Club - Edelstein, IL May 2017 to November 2018

Direct supervisor for all staff of the Clubhouse, including lifeguards, bartenders, custodial, and snack shop employees.

Responsible for all performance-related human resource matters, hiring/termination, payroll, benefits, and cross-training.

Responsible for all financial duties, including budgets, forecasting, reporting, and compliance for Clubhouse. These duties involved filing appropriate tax information, such as W2s, 1099s, and sales tax reporting. This information was presented to the Board monthly.

Handled all marketing and advertising for memberships and banquet rentals using several marketing techniques, including social media and trade shows. My efforts increased both membership and banquet rental revenues.

Reviewed and updated all pricing, contracts, policies, and dues structures yearly, including establishing pricing to achieve targeted profit margins.

Developed and reviewed facilities maintenance plans for short-term and long-term planning.

Education

Bachelor of Science - Hospitality & Tourism Management

The University of Alabama

Certifications

ServSafe Food Manager

ServSafe Alcohol (Basset)

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