GRETCHEN FRANK

Philadelphia, PA

570-***-**** adgb0m@r.postjobfree.com

www.linkedin.com/in/gretchen-frank-11846a78/

BUSINESS DEVELOPMENT ACCOUNT DEVELOPMENT SALES & CLIENT RELATIONSHIPS Sales Manager offering 8 years of proven ability to be a corporate steward interacting and collaborating with multiple levels of management and diverse cultural audiences. Possess extensive knowledge in prospecting, sales, relationship building, customer service, personnel management, B2B & e-commerce sales, marketing / advertising, project management, decision making, community outreach, administration and customer acquisition, growth, and retention. Exceptional relationship builder with keen skills, high level of initiative, attention to detail, and commitment to excellence and growth. Adept at building a strong bond with each prospect and customer – from lead generation to close and beyond. Managed the sales cycle and interacted with all levels of management while providing a high level of service. Passionate about sales and the business development of an organization while assisting in meeting and exceeding current goals. Ability to work independently and be self-disciplined in a virtual work environment. Career supported by a Bachelor’s Degree in Hospitality and Tourism.

• Leadership Team Building

• Customer Relations

• Sales Processes

• Finance Budget Management

• Strategic Planning

• Forecasting Data Analysis

• Process Improvements

• Training Development

• Vendor Management

PROFESSIONAL EXPERIENCE

Loews Philadelphia Hotel – Philadelphia, PA 2016 – Present Business Travel Sales Manager

Upsold hotel with amenities; Location, Spa, Gym, etc. and established new clients via outside calls and cold calls on a weekly basis. Maintained relationships within house staff to ensure 4 diamond experience was executed to clients.

• Maintained and grew relationships with all clients; generated sales opportunities for social, corporate, and community events; followed up on event sales inquiries and developed relationships with prospects

• Collaborated using the strengths of other departments to execute successful events; marketed facilities and services to attract customers and generate sales revenue

Chesapeake Hospitality Management DoubleTree by Hilton – Philadelphia, PA 2015 – 2016 Catering Sales Manager

Directly supervised the execution of all member special events including weddings, creating room diagrams and set-ups, coordinating decorations and serving as a greeter/hostess during events. Interacted positively with customers while promoting the club facilities and services.

• Oversaw all aspects of service, ensuring proper timing and service delivery; served as a liaison between the kitchen staff and banquet staff at all functions

• Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service; met and encouraged feedback from members and used feedback to implement changes within the hotel

• Ordered, inventoried, and maintained mission critical supplies providing service for up to 1K personnel

• Prepared reports by collecting, analyzing, and summarizing information; maintained quality service by establishing and enforcing organization standards

Hersha Hospitality Management Courtyard by Marriott – Moosic, PA 2013 – 2015 Sales Coordinator

Responsible for establishing new client base through outside and B2B sales efforts. Interacted and maintained good relations with customers and account contacts. Created room blocks for sports teams, weddings, and other special events.

• Maintained/developed key accounts and prospects and established sales leads through proactive networking activities

• Developed multiple high level business and marketing strategies to enhance the quality of customer service and satisfaction, which helped achieve an overall customer satisfaction rate of over 97%

• Addressed negative customer feedback and created solutions to the issues immediately increasing customer satisfaction

• Worked closely with Food and Beverage department in order to deliver high quality amenities and services to clients GRETCHEN FRANK, PAGE 2

Guest Services Agent (2013)

Collaborated with a team to provide detailed, personalized attention to guests, ensuring all guests experienced the Marriott hospitality.

• Provided 100 – 400 guests per day with assistance at the front desk during the check-in and check-out processes and throughout their stay; managed and scheduled up to 1K rooms to guests

• Maximized revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes; managed a cash drawer of up to $4K and closed out consistently with zero errors The Lodge at Woodloch – Hawley, PA 2012

Spa Concierge

Assisted VIP clientele with spa services and improved sales as skincare specialist performing treatments to not only improve the quality and appearance of the clients' skin, but to also teach them how to properly care for their skin; treated and promoted general client wellness during the various services.

• Completed careful client interviews with each new client to discuss medical history and current concerns to determine the best treatment; updated client information with each return visit

• Delivered outstanding customer service and responded to requests in the most professional manner possible; Recognized for establishing close client relationships, evaluated regional trends and product strategies, promoted new products, maintained client service and satisfaction, and monitored sales performance

• Communicated with departments to ensure a high-quality level of service was delivered to VIP’s and patrons

• Worked within the resort to create special moments for guests and create events to entertain resort clientele EDUCATION

Bachelor of Science in Hospitality and Tourism University of New Haven West Haven, CT CERTIFICATIONS

Licensed Esthetician State of Pennsylvania Board of Cosmetology VOLUNTEER EXPERIENCE

Candy’s Place Center for Cancer Awareness

Big Brothers / Big Sisters

Philabundance

PROFESSIONAL AFFILIATIONS

Professional Women’s Roundtable – At-Large Board Member Midtown Village Association – Sponsorship Board Member TECHNICAL SKILLS

Software: Microsoft Office, Access, Word, Excel, PowerPoint, OneNote, Outlook, Project, Hospitality Systems: Marriott FOSSE, Resort Suite, Sales Pro, Marriott – MGS, Opera, Holidex, Delphi OnQ Insider, Guestvoice, MarRFP, Travelclick, Hotelplanner, BRAINS Operating Systems: Mac / Microsoft Windows

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