Customer Service Sales

Kristina Voelker

________________________________________

***** ***** ****** ***, ****** Chapel FL 33544

Cell: 813-***-**** : ********.*******@*****.***

Qualifications Summary

Seasoned professional with a passion for superior guest service, client retention and extensive experience in front office, restaurant, banquet, catering and event planning. Possess a working knowledge and comfort with fast-pace situations, demanding strong organizational and interpersonal skills on a leadership level, while meeting deadlines in a timely fashion. Confident and poised in interactions with individuals at any level.

Objective

To obtain a management position where I can maximize my supervisory skills, leadership abilities, training experience and customer service levels within my chosen career field. I am seeking a management opportunity within marketing, hospitality, food & beverage, or event planning.

Experience & Training

Management & Supervision:

• Supervising a team of 10+ associates, MOD experience, training new associates, and offering personal attention for further training.

• A natural leader, comfortable and poised in all interactions with associates, including counseling and disciplinary action.

• Experience in screening resumes, interviewing, and a great judge of character and potential; comfortable with firing process as well.

• Taking charge of an event, being present from setup to execution and comfortable leading a diverse team of individuals.

Meeting & Event Planning:

• Creative in the presentation and implementation of new ideas to prospective clients, comfortable in interactions with all clients.

• Acting as a direct liaison between the hotel and client, foreseeing every aspect of the event from beginning to end.

• Designing, organizing and coordinating meetings, seminars, exhibits, trade shows, social events, weddings and group room blocks

• Assisting clients in establishing and monitoring specific budgets to meet such ventures.

• Presentation and layout, catering and menu selection, space requirements, vendor selection and site design.

Sales & Marketing:

• Strong exposure to sales and marketing operations for F&B, event planning, advertising, product promotion and client retention.

• Planning and developing marketing efforts and materials for the sales, catering, F&B, front office and executive departments.

• Possess strong communication and analytical skills to meet client needs, ability to upsell and close sales effectively.

• Public Relations experience with representation at local bridal shows, working on the advertisement of weddings and social events.

Administrative Support:

• Ability to multi-task a demanding workload in a fast-paced environment, while keeping composure and staying organized.

• Preparing specifications sheets, such as Menu Proposals, Contracts, Banquet Event Orders and Billing Specification Sheets.

• Experience with formulating financial spreadsheets through Microsoft Excel, using extensive organization and presentation.

Customer Service & Reception:

• Very personable and constantly meeting client expectations, ensuring high satisfaction and retention.

• Comfortable in interacting with clients on all levels, acting as a direct liaison for the executive committee members.

• Have received reputable feedback for superior client service and personal treatment, also handling client concerns professionally.

Employment

EXECUTIVE ASSISTANT – InterContinental Tampa, Tampa FL (01/2011 – Present)

FRONT OFFICE SUPERVISOR – St Petersburg Marriott Clearwater, St Petersburg FL (08/2010 – 01/2011)

FRONT DESK AGENT – Crowne Plaza Tampa Westshore, Tampa FL (11/2009 – 08/2010)

CASHIER & GUEST SERVICES REP – Target Corporation, Wesley Chapel FL

(11/2008 – 11/2009)

SALES & CATERING COORDINATOR – Saddlebrook Resorts Inc, Wesley Chapel FL

(01/2007 – 01/2009)

FRONT DESK AGENT & NIGHT AUDITOR – Terrace Hotel, Lakeland FL (11/2004 – 09/2006)

LEAD FRONT DESK AGENT – Saddlebrook Resort, Wesley Chapel FL (10/2003 – 09/2005)

Education

Southeastern University – Lakeland FL

Bachelors of Science – Marketing

(01/2005 – 12/2006)

Pasco-Hernando Community College – Dade City FL

Associates in Arts – Business Administration

(08/2002 – 04/2004)

Technical Skills

Microsoft Office

Delphi

Meeting Matrix

IHG (Opera) & Marriott HOS

Adobe & Photoshop

Copy/Scanner/Fax

Typing Speed – 63 wpm

Certifications

Notary Public – Commission Expires 5/30/15

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