Customer Service Revenue Growth

PROFESSIONAL SUMMARY

I am writing to express my interest in the current position available at your organization. My name is Kierra Griffin, and I hold a Bachelor of Science degree from Alabama State University. Throughout my career, I have developed strong communication, leadership, sales, and customer service skills, particularly through my experience in management. I am confident that my background and abilities make me a valuable candidate for this position, and I am eager to contribute to the continued success of your team.

During my studies, I had the opportunity to intern with the Montgomery Police Department in the Homicide Detectives Unit. In this role, I gained firsthand experience in registering sex offenders, purging juvenile records, and responding to emergency inquiries under direct supervision. I also learned valuable lessons in officer safety while interacting with the community.

Currently, I am employed as The Director of Sales at Spring Hill Suites, where I lead sales efforts, and develop strategic initiatives, and manage key client relationships to drive revenue growth. I oversee a high-performing operation focusing on expanding market share, optimizing business opportunities, and ensuring exceptional guest satisfaction.

I am a dynamic and results-oriented sales leader with extensive experience in the hospitality industry and a proven track record of driving revenue growth through exceptional customer service and strategic team leadership. Skilled in developing and implementing sales strategies that enhance guest experiences and boost profitability. Strong communicator with a passion for mentorship and team development, dedicated to achieving organizational goals and fostering a positive work environment.

I am confident that my education and experience would make me a strong candidate for the current position at your organization. I am eager to contribute my skills, work ethic, and dedication to help achieve your organization’s goals.

I would welcome the opportunity to discuss how my experience aligns with your needs. Thank you for considering my application. I look forward to the possibility of contributing to your team.

Kind Regards,

Kierra Griffin

EDUCATION

ALABAMA STATE UNIVERSITY

BACHELORS OF SCIENCE

EXPERIENCE

DIRECTOR OF SALES- SPRINGHILL SUITES

FEBRUARY 2025- CURRENT

Lead all sales initiatives for a 94-room property, overseeing corporate, group, and extended stay segments to drive revenue growth and maximize market share.

Built and maintained strong relationships with local corporations, travel agencies, and event planners, resulting in consistent group bookings and repeat business.

Collaborated with the General Manager and Revenue Manager to align sales strategy with overall business goals

Analyzed market trends, STR reports, and competitive set data to adjust pricing and identify new business opportunities.

Conducted site tours and created customized proposals for corporate meetings, social events, and small conferences.

Negotiated multi-year contracts with key clients, securing large blocks of rooms for corporate events and conferences.

Conducted proactive outreach through cold calling, client meetings, and market research, significantly increasing the hotel's presence in the corporate sector.

ASSISTANT GENERAL MANAGER-DRURY INN & SUITES

APRIL 2023-FEBRUARY 2025

Lead sales and marketing efforts across all hotel departments, successfully increasing occupancy rates by implementing targeted promotions and cultivating relationships with local businesses and organizations.

Design and conduct comprehensive training programs for a diverse team of 20 staff members, emphasizing the importance of exceptional customer service, upselling techniques, and teamwork to achieve higher sales performance.

Analyze monthly financial reports and key performance indicators (KPIs), utilizing insights to fine-tune operational strategies, maximize profitability, and maintain budget compliance.

Establish and oversee quality assurance protocols, which have enhanced guest satisfaction scores significantly and led to an increase in favorable online reviews and repeat business.

Collaborate with the General Manager to recruit, onboard, and evaluate employees, ensuring alignment with the overall mission of delivering a superior guest experience.

Train, develop, and coach team members to achieve success in their roles.

Deliver key business metrics of quality, service, profitability, and team.

Role model quality assurance best practices each day with the team and consistently meet or exceed all measures.

GUEST SERVICE AGENT, DRURY INN SUITES HOTEL

APRIL 2022-2023

Oversaw daily front desk operations, ensuring efficient and professional check-in and check-out procedures for all guests.

Delivered a seamless and welcoming arrival experience, contributing to higher guest satisfaction and increased positive online reviews.

Resolved guest concerns and complaints promptly and effectively, utilizing strong problem-solving and communication skills to enhance overall customer experience.

Played a key role in improving guest loyalty, contributing to a 15% increase in repeat bookings through consistent service excellence.

Handled financial responsibilities including processing payments, balancing cash drawers, and conducting end-of-day financial audits with a high degree of accuracy.

Maintained accurate guest records and ensured proper handling of confidential information in compliance with hotel policies and data protection standards.

Collaborated with housekeeping and maintenance teams to fulfill guest requests promptly, ensuring a well-coordinated and responsive front-of-house operation.

Provided support with reservations, room assignments, and special accommodations to meet diverse guest needs and preferences.

BARTENDER/ SERVER, BONEFISH GRILL

FEBRUARY 2021- APRIL 2022

Delivered exceptional customer service in a high-volume, fast-paced bar and restaurant environment, serving over 1,000 guests weekly with professionalism and efficiency.

Built rapport with guests by providing personalized drink and menu recommendations, contributing to increased customer satisfaction and repeat business.

Utilized effective upselling techniques to promote specialty cocktails, premium liquors, and food pairings, resulting in a measurable increase in bar sales.

Trained and mentored new team members on menu knowledge, point-of-sale systems, and service protocols, helping to streamline onboarding and improve overall team performance.

Maintained a clean, organized, and fully stocked bar area throughout service, ensuring consistent readiness and minimizing downtime during peak hours.

Strictly adhered to health and safety standards, including proper sanitation practices and alcohol service regulations, contributing to a safe and compliant work environment.

Managed cash and credit transactions accurately and efficiently, balancing registers and securing deposits at the end of each shift.

Collaborated closely with kitchen and wait staff to ensure timely and accurate order delivery, fostering a team-oriented atmosphere and smooth guest experiences.

Assistant Manager/ Circle K

January 2020 - February 2021

Supported daily store operations, ensuring smooth coordination across sales, inventory, and customer service functions.

Contributed to a 20% increase in sales by implementing targeted marketing tactics and in-store promotions.

Delivered personalized customer service, fostering strong client relationships and repeat business.

Assisted in developing and executing merchandising strategies to enhance product visibility and appeal.

Managed inventory levels through improved stock monitoring and forecasting, reducing shortages and overstock.

Collaborated with the Store Manager on hiring processes, including candidate screening and interviewing.

Helped design and deliver staff onboarding and training programs focused on service excellence and efficiency.

Provided ongoing support and coaching to team members to strengthen performance and morale.

Maintained high standards of store presentation and compliance with operational procedures.

Shift Leader/Murphy

April 2019 – January 2020

Provided hands-on leadership in daily store operations, working closely with the Store Manager to implement company policies, maintain operational standards, and ensure smooth and efficient workflows across all departments.

Fostered a positive and collaborative work environment by promoting a culture of teamwork, open communication, and mutual accountability among team members, which resulted in improved staff morale and productivity.

Took a proactive role in training, mentoring, and guiding new and existing employees, ensuring they were well-versed in customer service protocols, safety procedures, and company expectations.

Managed front-end operations including opening and closing procedures, balancing registers, and overseeing cash handling to maintain accuracy and prevent loss.

Delivered consistently high levels of customer service by responding promptly to customer needs, resolving issues professionally, and creating a welcoming and helpful store atmosphere.

Supported inventory management by monitoring stock levels, assisting with restocking, and communicating supply needs to the Store Manager to ensure product availability.

Assisted in implementing promotional strategies and in-store merchandising to drive sales and enhance the customer shopping experience.

Maintained cleanliness and organization of the store, ensuring all areas met company standards for safety, presentation, and operational efficiency.

SKILLS

Sales Leadership and Management.

Customer Relationship Development

Team Building and Employee Development

Financial Analysis and P&L Management

Strategic Planning and Execution

Conflict Resolution and Problem Solving

Strong Oral and Written Communication

Strong Oral and Written Communication

Time Management and Organizational Skills

Proficiency in Payroll and Inventory Management Systems

References

Martisa Bell

Spring Hill Suites– General Manager

Address: 100 Hospitality Lane Millbrook, Al 36054

Phone: 205-***-****

Email: *******@*****.***

Professional Reference

SGT Brian Dixon

Montgomery Police Department – Homicide Supervisor

Address: 1751 Congressman WL Dickinson Dr.

Phone: 334-***-****

Email: ******@************.***

Professional Reference

Tomineke Bailey

Montgomery Police Department – CID (Records and Identification Clerk)

Address: 1751 Congressman WL Dickinson Dr.

Phone: 334-***-****

Email: *******-******@************.***

Professional Reference

Contact this candidate