Customer Service/Hotel Sales Manager

Michael F. Rodriguez

*** **** **. **, **********, DC 20019

Phone: 202-***-**** Email: *******.*********.******@*****.***

Summary: Former U.S. Air Force Emergency Medical Technician, HR leader and expert communicator, with 20+

years of retail/hotel sales management, accounting, medical administration, client and customer service

experience.

Skills:

Financial and Expense management

Expert at managing in-store logistics and inventory control

Self-motivated HR professional with proven employee relations skills

Broad knowledge of HR practices including Hiring / Training / Development

Fluent in English and Spanish

Dynamic customer and client servicing skills and experience

Achievements:

● World Class customer service awards / Employee of the Month for Outstanding Performance Goals

Adherence competitions winner

Professional Experience:

Senior Sales Manager October 2023 - April 2024

Hampton Inn Washington Dc Convention Center Washington, Dc.

● Created and implemented hotel-level strategic and tactical sales plans that drove measurable

occupancy, increased average rates and improved business volume during off-peak periods.

● Enhanced the image of the hotel in the local community. Attended trade shows, community events and

industry meetings. Delivered sales activities/performance to ensure actual sales exceed the established

revenue plan.

● Managed and update Delphi.fdc daily with sales activities

● Participated in daily business review meetings focused on speed to market.

● Used the sales process to qualify leads and better understand budget, buy in factors, history,

competition, decision makers and timeline to close.

● Formulated and submitted sales proposals and contracts to prospective customers. Ensured accurate,

compelling proposals were sent out with follow up traces and decision due dates.

● Responsible for meeting and/or exceeding revenue and room night targets.

● Organized and led on-site inspections for customers.

● Met with clients in-house to rebook events and identify additional business opportunities. (Daily)

● Developed new accounts, maintained existing accounts, and implemented sales strategies to achieve

revenue goals and maximize profits for the hotel while maintaining guest satisfaction. Developed and

maintained relationships with key clients. (BMG, MCA)

● Coordinated with other hotel-level departments to facilitate services agreed upon by the Sales Office.

● Awareness of competition, top accounts, rates, and sales strategies on an ongoing basis. Stays abreast

of trends in the market.

Complex Sales Manager October 2022 – October 2023

Hilton Garden Inn and Hampton Inn Reagan National Airport Crystal City, VA

● Proactively conduct outside sales calls conduct sales tours and entertain clients

● Coordinate all SMERF group

● Monitor production of all top accounts and evaluate trends within your market

● Adheres to Aimbridge Hospitality’s established regulations, company standards, sales standards and

sales metrics related.

● Comply with attainment of individual goals as well as team goals and budgeted metrics

● Maintain strong visibility in local community and industry organizations

DoubleTree Washington D.C. – Silver Spring November 2021 – September 2022

Front Desk Supervisor Silver Spring, MD

● Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information

from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys,

promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a

bell person accompany him/her

● Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the

point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of

payment, converting foreign currency, making change and processing gift certificates and cards

● Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates,

packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries

● Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy

● Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner

● Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction

● Receive, input, retrieve and relay messages to guests

Harris Teeter February 2018 – November 2021

Night Manager Bowie, MD

● Providing exemplary customer service, including resolution of customer issues, orders, complaints,

and inquiries on a daily basis.

● Grocery Management Training program five months including the Non-Perishable Food Handling

Certification.

● Managed a staff of 25 employees by creating work schedules, maintaining performance records, and

utilizing conflict resolution skills to handle employee relation issues. Provided continual training and

coaching to improve employee performance, job knowledge, and career advancement.

● Managed over 20 vendor accounts and related product receivables for the store. Maintained records

of daily bank deposits and account statements. Analyzed profit and loss statements to ensure store

stayed within company stated payroll and procurement guidelines.

● Supervised the ordering, receiving, storage, and accessibility of dry goods and health and beauty

products up to 4.5K items -$100K worth per day.

● Planned and executed the monitoring and minimization of the total cost of inventories. Implemented

loss tactics consistent with company guidelines.

Shoprite, Inc. November 2013 – September 2017

Grocery Manager White Oak, MD

● Greet all Customers and provide them with prompt, courteous service and assistance.

● Assist with the onboarding of new department Associates, including interviewing, selection and

training, in accordance with Company policies and procedures and all Local, State, and Federal labor

laws and regulations.

● Provide continual training, developmental action planning, and meaningful feedback on job

performance to Associates.

● Maintain an open line of communication and work cooperatively with all business partners.

● Lead Associates to work cooperatively while encouraging enthusiasm, loyalty, and creativity.

● Encourage and recognize Associates to provide a positive Customer Experience.

Achievements:

● Awarded Certificate of National Registry of Emergency Medical Technicians

● Awarded Basic Emergency Medical Technical Certificate

Air Force, Andrews AFB - Medical Technician – 1989-1995

● Awarded Emergency Medical Technician position at culmination of 8-week basic training, and

additional 20 weeks intensive, specialized medical training.

Education:

● Community College of the Air Force, San Antonio, TX

● Saint John’s University, Queens, NY – SSO

Computer Knowledge:

Microsoft Office Suite, Windows 10, QuickBooks, CGO System (Computer Generated Ordering System)

CRM: ONQ Hospitality Software, CVENT, Hotel Planner, LOBBY, SalesForce, R&I

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