Professional

KIRSTEN N. CROCKETT

*** ***** **** ****** • Port Allen, LA • 70767

Home: 225-***-****, Cell: 225-***-**** **********@*****.***

SUMMARY: Highly talented and resourceful Hospitality Manager with great experience in hotel front office operations, reservations/ PBX operations, developing and implementing total sales and marketing effort for hotels, including securing new accounts, maintaining existing accounts, and assist in executing sales and marketing strategies to maximize the profitability of the hotel while maintaining customer satisfaction.

Professional Experience

Belle of Baton Rouge Hotel and Casino (Formally Sheraton Convention Center Hotel)

May 2005 - July 2012

Front Desk Lead

• Ensured that guest data and management reporting was processed efficiently and accurately while maintaining proper security standards.

• Ensured that all accounting transaction and cash handling procedures are in compliance.

• Conducted regular monthly meetings with members of the Front Office /Call Center Team to address current initiatives, projects and long term goals.

• Pro-actively identified potential guest issues.

• Assist housekeeping in day-to-day activities.

• Recruit, hire, train and retain associates for all supervised departments.

• Perform associate evaluations, provide coaching and development.

• Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

• Developed and implemented strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel's goals.

• Analyzed business forecasts and schedules accordingly.

Sales/Catering Coordinator

• Assisted in selling hotel guestrooms groups, catering services, and banquet facilities through direct client contact to maximize total rooms revenues and profits.

• Responsible for individual travel including knowledge and experience in business travel, FIT and wholesale markets.

• Established client base of organizations, associations, social, and corporate businesses through direct outside and inside sales effort for the purpose of securing business for the hotel to ensure that predetermined sales expectations are met and exceeded.

• Develop and maintain relationships with key clients in order to produce group and/ or convention business.

• Negotiated guest room rates, meeting room rental, function space, and hotel services within approved booking guidelines.

• Conducted tours of the hotel and banquet facilities; entertain qualified potential clients in accordance with company and property policies and procedures.

• Responded quickly to guest requests in a friendly manner.

• Followed up to ensure guest satisfaction.

• Communicated accurately to operations, the details needed to satisfy contracts.

• Contacted representatives from respective market segments to solicit business for the hotel.

• Finalized contracts for group bookings.

• Conversed with guests and hotel department heads to plan function details, such as space requirements, publicity, time schedule, food service and decorations.

• Executed cut-off dates on group bookings.

• Planned and conducted pre-cons and post-cons.

• Prepared and mailed brochures, menus to prospective clients.

• Analyzed requirement of function outlined available hotel facilities and service offered and quoted pricing.

• Arranged for VIP amenities to be delivered.

• Assisted in planning and participating in sales blitz.

Revenue/Reservations Manager

• Had direct oversight of the reservations call center and hotel operators.

• Created, updated, and maintained reservations reference materials, procedures, and steps of service.

• Hired, trained and provided ongoing development to maintain a high quality, professional staff.

• Actively managed the planning, scheduling, execution, and monitoring of all departmental tasks to ensure guest and internal client needs are met in a timely and satisfactory manner.

• Handled the overflow of inbound calls as well as escalated guest calls or issues.

• Developed, monitored, and reported on departmental metrics and sales or service trends.

• Maximized room revenue on a daily, monthly and annual basis.

• Set the hotel rates for every night.

• Provided reports to the general manager and ownership that forecasts what the room revenue will be for each period.

• Assisted the sales and marketing departments with ideas on how to position a property

Education

Southern University and A&M College

June 1999-Jan 2002

Elementary Education

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