Heaven M. Sepulveda

** ******* ******, *** ********, NY 10801 914-***-**** adht3y@r.postjobfree.com Summary An enthusiastic, dedicated, loyal, & customer-oriented hospitality professional with a passion for the event planning & service industry. Blends suburb time management, organizational, & interpersonal skills from more than eight years of experience in accommodating clients’ needs, exceeding clients’ expectations, and building strong relationships within leadership & management, sales & banquet, & customer service roles.

Skills

• Goal and detail oriented • Customer-relationship management • Leadership & supervisory skills • Attentive & initiative

• Effective team player • Superior communication skills • Resilient & problem-solving abilities • Positive work ethic Experience MANHATTAN COLLEGE MARCH 2020 – SEPTEMBER 1, 2020 RIVERDALE, NY 10471

CONFERENCE SERVICES MANAGER

• Administered & managed software, including 25Live, Social Tables, Formstack, & Conference Programmer, during the academic year & conference season for venue scheduling & accommodations

• Conducted client tours of campus & facilities; coordinated conferences, meetings, & banquets (20 – 500 people)

• Maintained detailed accounts; ensured accuracy & compliance with expenses, contracts, payments, & invoice files

• Managed communications; conference phone, email, & online requests

• Assisted in the execution of the terms of client contracts & agreements including the arrangement for facilities & services such as room rental & set up, catering & food service, housing, registration, & student staffing

• Served as a liaison with internal & external event organizers at the start of, during, & post conferences & events

• Monitored PPE inventory in light of COVID-19 pandemic for entire campus VIP COUNTRY CLUB AUGUST 2012 – PRESENT

NEW ROCHELLE, NY 10805

MANAGER OF MEMBERSHIPS & CLIENT SERVICES SEPTEMBER 2018 – PRESENT

• Hire, train, & supervise 40+ staff members on customer service skills, food & beverage knowledge, and health and safety standards in preparation for the 2019 & 2020 membership season

• Schedule & direct staff in daily work assignments to maximize productivity

• Monitor bar, café, and pools & take appropriate actions to ensure service standards are consistently met

• Resolve problems or concerns to the satisfaction of all parties involved

• Increase customer engagement on company social media accounts through interactive promotions and special events

• Oversee transactions ranging from $500 - $10,000 in cash, checks, and credit cards; create reports to ensure accurate accounting of all transactions

• Analyze beach club needs and promote and market existing and new memberships EXECUTIVE ASSISTANT & CLIENT SERVICE MANAGER MAY 2015 – SEPTEMBER 2018

• Worked alongside senior team members to learn all related jobs

• Developed empathetic client relationships & earned reputation for exceeding sales goals

• Developed a strong working knowledge of TAI Club Management Software Solutions

• Supervised 30-45 employees during membership seasons; resolved escalated customer issues quickly

• Performed opening & closing duties, including counting cash drawers and checking all equipment for proper functioning

• Exuded friendliness, professionalism, and enthusiasm for the VIP Country Club's mission LEAD FRONT DESK ASSOCIATE AUGUST 2012 – SEPTEMBER 2018

• Greeted customers & provided them with exceptional assistance to serve customer needs

• Hosted events, including weddings, birthday parties, bridal showers, baby showers, corporate galas, etc. (50 - 800 people)

• Maintained records, calendars, and company files

• Responded promptly to general inquiries from members, staff and clients via mail, e-mail, phone, and fax

• Trained & created manuals for new hostesses focusing on company customer service policies & service level standards Education and Training JOHNSON AND WALES UNIVERSITY MASTERS PROVIDENCE, RI AUGUST 2020

• Major: Hospitality Management (online)

JOHN JAY COLLEGE OF CRIMINAL JUSTICE BACHELOR OF SCIENCE NEW YORK, NY JUNE 2019

• Major: Criminal Justice Management; Minor: Gender Studies & Public Administration

• Auxiliary Officer, NYPD 19th Precinct (volunteered 2016 – 2018)

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