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Customer Service Sales

San Mateo, CA
February 28, 2020

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Gemma C Guerrero

*** ****** ***

Belmont, CA ****2


Sales, Marketing and Operations

• Over 10 years of increasingly responsible positions in management, sales and operations within the hospitality industry.

• Areas of expertise include all aspects of administrative and customer support with an emphasis on revenue, scheduling, business development, event coordination, sales budgets, P&L statements and customer service.

• Strong leadership skills with the ability to motivate and mentor teams to achieve company goals and objectives.

• Interface well with diverse groups including senior managers, staff, vendors, and customers

• Able to prioritize tasks and meet project deadlines on time and within budget

• Extremely well organized and detail oriented

• Outstanding analytical and problem-solving skills with the ability to provide effective solutions

• Work well both independently or in a team environment, maintains all account management

• International travel and living experience in Asia and the Middle East

• Proficient in conversational and written Tagalog and familiar with Arabic

• Strong computer skills including Microsoft Word, Delphi, and Opera software programs Work Experience

Corporate Sales Manager

Crowne Plaza Hotel- Foster City - Foster City, CA

March 2018 to Present

• Designs and implements new programs and campaign to develop additional sales from various market segments to capture key demographics.

• Makes face to face sales calls and cold calls.

• Ensures fast and systematic servicing to all business accounts.

• Continuously develop new business and maintain existing high technology corporate, banking and pharmaceutical accounts.

• Worked closely with Revenue and Sales Director to strategies and maximize in occupancy and rates drive and exceed budget expectations.

• Consistently met and exceed quarterly sales quotes through outstanding customer service and revenue driven strategy.

• attained the highest number of selling profitable to the Hotel for 2018. Community Manager

Manor Association Inc. - Redwood City, CA

August 2017 to March 2018

• Responsible for supporting the association in implementing the lawful decisions of the Board of Directors.

• provides support to the Board and Community Managers in developing and implementing short and long term objectives.

• proactively implementing policy and maintenance programs consistent with Board's strategic and operational objectives.

• Oversee and managed over 50 properties in the Bay Area Group Sales Manager

HEI Hotels & Resorts - Redwood City, CA

August 2016 to August 2017

• Collaboratively work with Revenue Management and Sales efforts of the Hotel.

• Maintain existing business clientele relationship while ensuring profitability for the Hotel and quality service for the guests.

• In charge of the Revenue/Sales/Catering department regarding all room blocks and groups for the hotel.

• Complete displacement analysis for the group inventory and assist contracted guests with questions, changes and special request.

Supervisor, Customer Service - Client Information Specialist Four Seasons - Palo Alto, CA

February 2008 to March 2016

• Facilitate VIP daily presentation

• Communicate with other departments to ensure guest recognition policies are followed

• Audit all corporate reservations, according to data privacy standards

• Train and ensure certification in proper data handling procedures

• Review daily arrivals, VIP's, special requests, group needs, room assignments and coordinated with other departments

• Resolve customer complaints, handle all guests’ interactions with the highest level of hospitality and professionalism, accommodate special requests

• Manage and oversee customer service representative's daily reports and activities

• Manage scheduling, hire and train customer service representatives

• Resolve customer complaints and issues, delegate tasks and monitors team's performance. Office Operations Manager


1997 to 2000

• Managed all aspects of office operations for family fashion business

• Handled all office functions including accounting and payroll

• Maintained office staff by recruiting and training employees

• Maintained professional and technical knowledge by attending workshops and seminars

• Tracked budget expenses

• Maintained office by organizing office operations and procedures

• Prepared payroll


Bachelor of Science in Hotel and Restaurant Management- ST. PAUL COLLEGE - Quezon City -1995 Microsoft Office (8 years), Customer Support (10+ years), Customer Relations, Customer Relations

(10+ years), Sales, Account Management (9 years), Data Entry, MS Office, Salesforce (4 years), Cold Calling (5 years) Links:

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