Catherine Gutierrez

**** ** ***** ****, ***** Gardens, FL 347-***-**** adnggf@r.postjobfree.com CAREER SUMMARY

Motivated, adaptable, and customer satisfaction oriented travel and hospitality major with a passion for excellent service. My work background has equipped me to work in fast-paced and demanding environments while remaining level-headed and poised, handling difficult situations gracefully. Eager to expand my knowledge within the industry while remaining goal-oriented and creating strong results.

SKILLS & ACHIEVEMENTS

● Proficient in Microsoft Office (Word, Excel, and PowerPoint), Google Suite and Outlook

● Knowledgeable in Adobe InDesign and Premiere Pro (currently learning Adobe Illustrator)

● Salesforce experience and trained in Opera Reservation System and OnQ PMS for Hilton properties

● Excellent communication and writing skills (interpersonal and with customers)

● Bilingual- fluent in Spanish

WORK EXPERIENCE

2018-2020 Millennium Hilton One UN Plaza Hotel New York, NY Sales & Marketing Coordinator

● Aided the Sales & Marketing department with day-to-day administrative duties including distributing reports, answering phone calls, payroll, invoicing, and commissions as well as vetting and assigning sales leads

● Served as the liaison between the Sales department and operations teams (housekeeping, front desk, engineering, etc.) to ensure Sales groups and clients had their expectations and needs met. Communicated information effectively to ensure seamless service

● Provided support and assisted with planning activities such as internal staff events and volunteer opportunities and was responsible for monthly safety trainings as required by Hilton protocols

● Delivered excellent customer service to prospective clients and in-house guests in a high-profile environment at a hotel adjacent to the United Nations. Planned and coordinated on-site property inspections and set up amenities for VIPs, etc. 2016-2018 SIXTY Lower East Side New York, NY

Associate Sales and Events Manager

● Responded to all incoming inquiries regarding events and sold spaces within hotel along with catering options. Sold food and beverage packages and imposed minimum spends, maximizing revenue by using knowledge of the hotel and its capabilities

● Established rapport and maintained relationships with clients to create and promote repeat business

● Responsible for creating BEO’s for all functions to communicate all aspects of the event across all departments to ensure a smooth production

● Created group blocks and set up reservations and billing. Responsible for communicating all specifications and accommodation needs of VIP’s to ensure exceeded expectations through group resumes distributed to operations teams Guest Services Manager/Night Auditor

● Served various roles including Front Desk Manager, night auditor, and took on concierge responsibilities when needed

● Managed and monitored day-to-day tasks of guest service agents and bell staff ensuring procedures were followed. Trained, supported, and aided staff throughout the shift

● Assisted in coordinating tasks with other departments, primarily housekeeping and engineering, to make sure communication between departments created prompt and efficient service

● Confidently problem-solved in a courteous, professional, and timely manner. Responded to guests issues by using good judgement and while attempting to create the best possible guest experience, following up to ensure guest satisfaction 2015-2016 Hampton Inn Laguardia Airport Hotel East Elmhurst, NY Guest Service Agent

● Utilized OnQ PMS reservations system to complete various tasks such as checking guests in and modifying reservations while adhering to Hilton standards in a high volume hotel of 220 rooms

● Operated PBX system and used excellent customer service on the phone to answer guest questions and inquiries

● Multitasked efficiently while resolving any guest complaints or requests that arise in a timely manner

● Shared knowledge of hotel to best suit guest needs while providing information on local area and conducting research if needed

EDUCATION

2012-2014 Wood Tobe Coburn, AAS, Hospitality Management New York, NY 2008-2012 FLAGS High School, Regents Diploma Bronx, NY

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