Los Angeles Services Manager

STEPHANIE PAI, CMP

*** * **** *** #* Monrovia CA 91016

949-***-**** *******.**@*****.***

Objective

I am an enthusiastic and self-driven professional committed to delivering extraordinary services for my company. I am seeking a rewarding opportunity that will utilize my skill set and professional experience and offer me interesting new challenges. Experience

Intercontinental Hotel –Washington DC & Los Angeles, California June 2022- Present

Senior Convention Services Manager

• Manage individual event and program budgets and provide financial and production reports of meetings and events expenses.

• Supervise critical path for events, including key dates internally and externally.

• Leads the work of others and provides training in meeting planning procedures and logistics.

• Project management/work with 3rd parties (e.g., DMC, audio-visual, speakers, insurance agency, etc.)

• On-site Assistance

Hotel Indigo – Los Angeles, California February 2018- May 2022 Convention Services Manager

• Budget Management

• Provided event owner with necessary reports, including pre-event reports.

• Researched and managed relationships with vendors and DMCs to ensure overall event expectations.

• Conducted BEO and resume meetings to introduce set-ups to staff to personalize guest care and services.

• Conducted pre-con before group arrivals at the function and ensured guest satisfaction.

Millennium Biltmore Hotels – Los Angeles, California October 2016- February 2018 Convention Services Manager

• Worked directly with executives, department heads, and committees to develop and finalize program formats, topics, speakers, and special events.

• Assisted with staff development and training.

• Worked independently and regularly made decisions relevant to the meeting planning process.

• Worked with clients to develop themes based on the objective and audience.

• Managed meeting/conference budgets provided by the business groups. Sheraton - Los Angeles/Universal City, CA August 2015-October 2016 Leisure Sales Manager / EMM

• Managed and maintained leisure, tour & travel, and social accounts client files, updated information, and processed necessary adjustments.

• Attended major domestic trade shows to increase sales and profit through networking and market studies.

• Increased hotel ADR and occupancy despite the challenging economic conditions.

• Organized banquet or catering services, reserved video or audio equipment, and planned any changes to the configuration of the event space. Greater Ontario Convention & Visitors Bureau - Ontario, California Client Services Manager December 2014 – August 2015

• Prepared, tracked, and summarized meeting budgets; calculated registration fees and monitored payments.

• Organized banquet or catering services, reserved video or audio equipment, and planned any changes to the configuration of the event space.

• Hosted internal meetings with the department head and the hotels to coordinate planned events in the city.

• Responsible for planning and coordinating all sizes of events for the city of Ontario and subject matter experts.

Hilton Hotels/ Doubletree Downtown Los Angeles – Pasadena /Los Angeles, California Convention Service Manager September 2013- December 2014

• Maximized revenue through upselling of hotel products and services.

• Check event space set-ups before guest arrival, ensuring details exceed the client's expectations.

• Led, analyzed, and integrated changes to accomplish fiscal goals and community program outreach.

• Maintained client files, updated information, and processed necessary adjustments.

• Managed accounts payables.

Hilton Hotels - Los Angeles/Universal City, California April 2009- July 2012 Revenue Management Specialist

• Managed leisure and corporate accounts from international tour groups, and multi- channel vendors (Expedia, Travelocity, Priceline, Hotwire, etc.).

• Project manager for VIP clients, including senior US officials and visiting Heads of State. Coordinated between State Department and foreign dignitaries, handled VIPs’ requests from various market segments.

• Maintained customer profiles to exceed their expectations by personalizing service for each client and occasion, and set-up after action meetings to constantly strive for improved service by sending thank you letters and collecting comment cards. Hilton Hotels - Los Angeles/Universal City, CA July 2006- April 2009 Tour and Travel Sales

• Increased hotel ADR and occupancy despite the challenging economic conditions.

• Maximized revenue and customer satisfaction through effective organization, price packaging, and multi-avenue sales.

• Attended major domestic and overseas trade shows to increase sales and profit through networking and market studies.

Education

Woodbury University, 2011 - 2012 Burbank, California Master of Arts in Organizational Leadership

Portland State University, 2001 - 2006 Portland, Oregon Bachelor of Science in Communications

Special Skills and Certificates

• Fluent in Mandarin Chinese for both reading and writing.

• Certified Meeting Professional (CMP)

• OnQ, and Delphi FDC certified

• Master Certificate in Hospitality Management from eCornell

• Hotel Revenue Management Certificate from eCornell LinkedIn

Stephanie Pai, CMP LinkedIn

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