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Sales Manager Customer Service

Location:
Baltimore, MD
Posted:
June 18, 2025

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Resume:

Glenn Mar Dadulla

Washington, DC *****

**************@*****.***

+1-301-***-****

Professional Summary

Strategic and results-driven Event Sales Manager with extensive experience in the hospitality industry, specializing in event planning, revenue growth, and client relationship management. Currently pursuing an MBA, I combine academic insight with hands-on expertise to develop innovative sales strategies, manage high-performing events, and cultivate long-term client relationships. Proven ability to optimize operational logistics, lead cross-functional teams, and exceed sales targets while delivering exceptional customer experiences.

Work Experience

Sales and Event Manager

Ned’s club-Washington, DC

February 2025 to Present

• Generate new business by identifying and pursuing potential clients for events and catering services.

• Maintain relationships with existing clients and provide exceptional customer service. Respond to inquiries, provide quotes, and manage contracts for events.

• Upsell additional services and menu options to clients based on their event needs.

• Create customized event packages and proposals tailored to client preferences and budgets.

• Coordinate all aspects of events, including catering, venue setup, staffing, and equipment.

• Work with clients to determine event requirements, including menus, themes, décor, and timeline.

• Ensure the smooth execution of events by managing logistics, vendors, and event staff.

• Supervise the setup, service, and breakdown of events, ensuring quality standards are met.

• Collaborate with chefs, kitchen staff, and other departments to ensure the successful execution of events.

• Supervise catering and event staff to ensure timely service delivery and event satisfaction.

• Track sales and performance metrics, preparing reports for management on event success and sales targets.

• Ensure that clients’ expectations are exceeded by providing exceptional service and resolving any issues promptly.

• Follow up with clients after events to gather feedback and ensure satisfaction. Sales and Event Coordinator

Capitol Hill Hotel-Washington, DC

November 2024 to February 2025

• Conduct site inspections, site tours, soliciting and generating new and repeat business.

• Coordinates between the Sales department and the other areas of the hotel to ensure exceptional service.

• Group block loading, management of groups/detailing and group resumes.

• Participate in necessary meetings, training, and other sales-related events.

• Assisting with selling guestrooms and meeting rooms for incoming sales leads.

• Assisting and overseeing the setup of the meeting rooms as well as coordinating with outside caterer on menus and other requirements. This includes welcoming guests, coordinating decor and event planning tasks,

(for reception, wedding brunch, birthday parties, baptism, bar/bat mitzvah), overseeing food preparation and presentation, maintaining the inventory, liaising with vendors, supervising staff.

• Understanding the local market and utilizing this knowledge when presenting information to perspective clients as well as regular clients

• Outstanding communication, negotiation ability, and phone effectiveness.

• Well-organized and ability to multi-task and change direction in ever changing client requirements.

• Problem-solving ability and analytical skills.

• Highly motivated to succeed in a performance driven environment.

• Prepare written correspondence with clients with excellent written communication and verbal communication skills.

• Good computer skills; proficient in the use of Microsoft Office (Word, Excel, PowerPoint, Access) and Knowledge of sales and marketing modules like

Delphi, Infor PMS, TravelClick, Sertifi, ALICE.

• Perform other duties/responsibility directed by Director of Sales Front Desk Supervisor/Manager on Duty

Hyatt Place-Washington, DC

February 2024 to November 2024

• Approach all encounters with guests and associates in a friendly service oriented manner.

• Maintain regular attendance in compliance with RCMI Hotel standards as required by scheduling which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.

• Comply at all times with RCMI Hotels standards and regulations to encourage safe and efficient hotel operations.

• Maintain a friendly and warm demeanor at all times.

• Set the standard for guest relations at the Front Desk.

• Obtain all necessary information when taking room reservations.

• Monitor all V.I.P. and special guest requests.

• Review Front Office log and Trace File daily.

• Fully comprehend and execute all relevant phases of the front desk computer system.

• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.

• Be aware of all rates packages and promotions currently underway.

• Be familiar with all in-house groups.

• Be aware of all closed out and restricted dates.

• Follow and enforce all RCMI Hotels hotel credit policies.

• Be able to perform all duties of Front Desk Agent.

• Be able to complete and ensure that a proper bucket check room rate verification report and housekeeping report have been accurately done and filed.

• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates be the team leader).

• Assist the Front Office Manager. in ensuring that associates are following and maintaining RCMI Hotel standards (i.e. answering phones call-backs to guests guest request log).

• Have knowledge of and assist in all emergency procedures as required.

• Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner.

• Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.

• Ensure that associates are at all times attentive friendly helpful and courteous to all guests managers and all other associates.

• Ensure the maximization of room revenue through Rooms Merchandising.

• Answer all guest inquiries in a timely and professional nature.

• Be involved in departmental meeting planning and execution.

• Help maintain productive levels at or above budgeted standards.

• Perform any other duty as required by management.

• Assist in training of new hires and current associates on a regular basis.

• Attend meetings as required by management.

Guest Experience Expert

Marriott International-Rockville, MD

February 2023 to February 2024

• Assist guests with check-in & check-out processes, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous, and friendly manner.

• Offer assistance to the individual needs and requests of all guests. Ensure guest needs are responded to in a timely and efficient manner. Maintain guest confidentiality at all times. Conduct self in a friendly and attentive manner during all guest encounters.

• Accurately manage cash drawer and credit card system. Operate phone system in, at times, a fast paced environment. Communicate pertinent shift information to the next shift and direct supervisor. Responsible for working in a safe and conscientious manner. Adhere to all safety policies and procedures. Receptionist

Femelle Aesthetics and Wellness Service-Manila

February 2022 to December 2022

Responsible for the day-to-day supervision of all staff and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the manager as necessary. Promote a harmonious and professional atmosphere in this public facing role. Supervisory Role:

• Deal with more complex enquiries from clients including informal complaints relating to reception functions

• Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required

• Continually assess and evaluate systems and quality, recommending changes and improvements to the manager as

appropriate.

• Manage day to day issues that may arise within the team or with individuals

• Bi-monthly team meetings

Reception Duties:

• Deal with general telephone enquiries from clients and general public

• Book appointments and home visits

• Register new clients, ensuring full practice information is given

Barista

Starbucks-Manila

January 2021 to January 2022

• Acts with integrity, honesty, and knowledge that promote the culture, values, and mission of Starbucks. Maintains a calm exterior presence during periods of high volume or unusual events to maintain a clean and comfortable store environment.

• Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the “Third Place” environment during each shift.

• Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.

• Contributes to positive team environment by recognizing alarms or changes in partner morale and communicating them to the management team.

• Delivers legendary customer service to all customers by acting with a “customer comes first” attitude and connecting with the customer. Discovers and responds to customer needs.

• Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.

• Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.

• Maintains a clean and organized workspace so that partners can locate resources and product as needed.

• Recognizes and reinforces individual and team accomplishments by using existing organizational methods.

• Maintains regular and consistent attendance and punctuality. Education

Executive MBA

Hospitality Academy

May 2024 to Present

M.B.A. in Business Management

University of North America - Fairfax, VA

2024 to 2026

Bachelor of Science in International Travel and Tourism Management Lyceum of the Philippines University - Manila

August 2018 to October 2022

Senior High School in Accountancy, Business and Management AMA Computer College Makati - Makati City

June 2016 to May 2018

Skills

• Coffee experience

• Leadership

• Front Desk

• Tripleseat (1 year)

• Phone etiquette

• Computer skills

• Typing

• Sales

• Microsoft Office

• Bartending

• Restaurant experience

• Front desk

• Microsoft Excel

• POS

• Supervising Experience

• Toast (3 years)

• Cash handling

• Communication skills

• Organizational skills

• Time management

• Supervising experience

• Serving Experience

• English

• Night audit

• Windows

• Office experience

• Microsoft Outlook

• Microsoft Powerpoint

• Coffee Experience

• Opentable (3 years)

• Barista Experience

Languages

• Filipino - Fluent

• English - Fluent

Awards

Magna Cumlaude

October 2022

Additional Information

Food and Beverages Services NCII

Tourism Promotion Services NCII

Front Office Services NCII

Cookery NCII



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