Sales Customer Service

EMPLOYMENT OBJECTIVE

To obtain a position that allows me to further use my proven communication, computer application, and organizational skills in order to further progress my employer’s success.

EXPERIENCE

October 2009 – Present, Hyatt Regency, St. Louis, MO

Business Travel Sales Manager

• Participate in the Hyatt Advisory Board to assist Corporate Management in deciding business travel strategies, trainings, and future direction of the Business Travel Sales Manager’s role within the company. (Selected by corporate leadership)

• Analyze market trends in an effort to identify new account opportunities and negotiate hotel prices with transient customers for corporate accounts, travel agencies, individual travelers, and wholesale groups in an effort to meet and exceed annual sales budget. Achieved 144% of quota for 2011, 101% of quota for 2010.

• Maintain well organized documentation and reports of in-house versus competitor pricing, annual production, length of stay and arrival paterns to develop strategies for future negotiations for rentention accounts.

• Market Hyatt Gold Passport corporate promotions and create new promotions to build brand loyalty in an effort increase business travel production for current guests, customer referral guests and prospective guests. Introduced Gold Passport referral program in 2010 which lead to current guests referring associates to stay at Hyatt which assisted in earning Corporate revenue goals.

• Implemented a loyalty program known as “A-List” in January 2011 to recognize top frequent travelers through VIP check in services, monthly receptions and giveaways, quarterly gifts, amenities/cards for birthday/anniversary’s, personal hotel ambassodor during their stays and personlized survey to understand their preferences.

• Coordinate & attend client events utilizing local/regional attractions to insight customers to attend. Details including but not limited to creating guest list, sending invitations, monitoring response updates, creating menus, transportation, creative client gifts and maintain budget. Events to mention: Monthly A-List receptions, St. Louis Cardinal’s Suite Events, Moohlah Theater movie event, and Cardinal baseball outings at Busch Stadium.

• Create unique packages and partnerships with the Marketing Manager to increase leisure travel, as well as, email marketing campaigns to attract more leisure travel to downtown market. Packages to mention: Mardi Gras, St. Patrick’s Day, Cardinal Games, St. Louis Symphony, Ultimate New Years Eve Party, Gateway Arch, and St. Louis Zoo.

• Analyze and strategize for future promotions based on ROI (Return on Investments) for local packages & promotions. Report on revenue, average rates, profits and stay patterns to Strategy Team.

• Train new assistants in market segment reporting, prospecting, sales calls, and other aspects of transient sales in an effort to prepare them for their next position in sales.

• Conduct Site Inspections with Corporate Travel Managers to showcase features and benefits of our hotel.

• Prepare and present effective rate proposals/contracts to Corporate Travel Managers.

• Build and maintain relationships with travel managers, administrative staff, travel agents and volume account guests through monthly sales calls, email blasts, client events and reliable correspondence through email & phone calls.

• Conduct rate audits in reservation systems to ensure Corporate rates are loaded correctly.

• Manage Direct Billing applications and credit card authorizations for pre-payment of individual corporate reservations.

• Utilize Hyatt technology systems, and coordinate customer service requirements with hotel operations staff. Proficient in Salesforce, Envision, Delphi, Reserve, Opera PMS, Workforce Management, Lotus Notes and Oracle Expense Reporting

• Prepare and present corporate travel production updates and strategies to Ownership monthly.

• Submit expense reports for monthly business travel.

October 2005 – August 2009, Hyatt Regency, Milwaukee,WI

Business Travel Sales Manager

• Grew production through selling guestrooms and Hyatt services to transient market customers through corporate accounts, travel agencies, individual travel and wholesale groups in an effort to meet and exceed corporate sales goals.

• Planned annual budget, timeline and event details for Travel Agencies Mini-Trade Shows located in our top feeder city markets (San Antonio, Chicago, Phoenix, Minneapolis, Milwaukee, St. Louis, Jacksonville) in an effort to increase corporate transient sales.

• Prepared and presented effective rate proposals to Corporate Travel Managers.

• Conducted rate audits in reservation systems to ensure Corporate rates are loaded correctly.

• Utilized Hyatt technology systems and coordinate customer service requirements with hotel operations staff.

• Created monthly promotions and partnerships with Potawatomi Bingo Casino, Bradley Center Arena, and Milwaukee Theatre as well as email marketing campaigns to attract more leisure travel to downtown market.

• Trained new assistants and coordinators about transient market detail.

• Assigned assistants various duties and responsibilities to assist me selling the hotel to prospective clients.

• Exceeded client customer service expectations by coordinating food and beverage orders, utilizing Bradley Center Suite for Bucks and Marquette Basketball events, Admirals Hockey events, and Concerts.

• Managed accounts payable for Bradley Center Arena Invoices.

April 2005 - October 2005, Hyatt Regency, Milwaukee, WI

Assistant Sales Manager

• Provided administrative support to sales managers in meeting connections, large market and transient sales by checking rooming lists, assisted guests with reservations, entered leads, submitted expense reports, tracked monthly production reports and convention pick up reports.

• Assisted with Switchboard rotation of answering calls, directing calls and taking messages.

• Coordinated alongside the Director of Sales on marketing promotions and press releases.

• Designed and purchased specialty aprons for chef table gifts.

January 2004 – April 2005, Metalcut Products, Inc., South Milwaukee, WI

Administrative Assistant

• Performed office duties including invoice processing, physical and electronic document filing and data entry in Microsoft Excel.

• Opened, sorted, and distributed incoming correspondence, including faxes and direct mail.

• Entered daily labor efficiency reports and product inspection reports.

• Maintained and processed accounts payable.

• Processed data for shipping and invoicing maintenance.

September 2003 – December 2003, Lakeside School of Massage Therapy, Milwaukee, WI

Copywriter/Researcher – Service Learning Project

• Created a marketing communications plan designed to recruit recent high school graduates.

• Designed a quarterly newsletter that allows the client to maintain contact with alumni.

PROFESSIONAL ORGANIZATIONS

March 2010 – Present, Member St. Louis Attractions Association

November 2009 – Present, Member of St. Louis Business Travel Association

August 2005 – August 2009, Member of Wisconsin Business Travel Association

Silent Auction Committee Chair (August 2007 - August 2009)

• Chief Executive Officer in the coordination on the annual silent auction. Responsibilities included, but not limited too, recruited planning committee, created a pre-planning timeline, set and maintained budget, solicited donations, attended and presented updates at monthly board meetings, collaborated with hotel convention service team on set-up day of the event, and collected monetary compensation.

• Assisted in registration tables at Annual Education Day Workshop 2006-2009 and at bi-monthly membership meetings.

June 2003 – May 2004, Public Relations Student Society of America

President of UWM Student Chapter (member and promotions director since October 2002)

• Chief Executive Officer in the coordination of all chapter meetings and events.

• Coordinated 2004 Annual Public Relations Professional Workshop by researching professional speakers, setting up field trips to tour professional agencies, creating programs for event details, ordering food & beverage and advertising among University to increase attendance.

• Planned 1st annual Valentines Day Silent Auction for February 2004 to increase chapter funding. Partnered with local venue to host event, interviewed prospective date candidates, solicited entertainment venues & restaurants to donate gift certificates for dates, created date profiles for each candidate to advertise in venue prior to auction.

• Made chapter policy decisions in consultation with the faculty advisor and board of directors.

EDUCATION

Bachelor of Journalism/Mass Communication Degree

University of Wisconsin Milwaukee (May 2004 Graduate)

• Major: Advertising and Public Relations

• Minor: Communication

AWARDS & RECOGNITION

• 2011 HyPerformer Award

• 2010 Business Travel Sales Manager of the Year for Hyatt Hotels Corporation

• 2010 Hyatt Masters Achievement for outstanding sales accomplishments

• 2010 & 2006 Hyatt Outstanding Production Achievement Reward

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