Client Success Manager

• Aug 2019 - Present

Manager

• Dec 2016 - Aug 2019

Department Head at the Largest Sheraton in the Western Hemisphere. Part of 100 million dollar restaurant renovation.Successfully managed, and mentored 30+ associates. Managed 3 major outlets, consisting of 1844 room service operation, Market Eatery and Illy, formerly PEETS Coffee and Tea, coffee shop. Surpassed revenue goals in four consecutive quarters. Increased Restaurant Service Satisfaction from 67% to 86% in 8 months. Increased employee engagement from 74% to 94%. Interviewed, hired, trained, mentored and managed hourly associates. Scheduled and directed staff with daily work assignments to maximize productivity. Efficiently resolved problems or concerns to the satisfaction of all involved parties. Minimized loss and misuse of equipment through proper restaurant supervision and staff training. Assigned tasks and oversaw the direction of associates to ensure compliance with food safety procedures and quality control guidelines. Controled food and Labor costs on a daily basis. Maintained profitability of outlet to support overall operation. Show less

Dir. of Conference Services & Banquets

• Dec 2008 - Dec 2016

Responsible for the successful outcome of meetings, events and programs from pre-arrival through post-departure. Installed and maintained on site Audio Visual equipment. Assisted clients with selection of a suitable Banquet menus for their function by providing and presenting to planners. Facilitated pre-conference meetings with clients and key resort staff. Planned with client and resort departments throughout the duration of the program by being available for one -on- one assistance. Created and distributed Banquet Event Orders and Group Resumes. Facilitated weekly (BEO) meetings, pre & post conference meetings as needed. Maintained a professional relationship with client, and personally assisted with any discrepancies client may have with the services offered. Maintained accurate and overall awareness of the entire resort operation and coordinates the function accordingly. Supervised the daily operations of the Banquet area (orderd and maintained supplies, reviewed set-up and food and beverage preparation and service). Ensured compliance with LSOPs and SOPs, Banquet Event Orders, safety regulations and procedures and to ensure an optimal level of service, quality and hospitality. Calculated and reviewed the Banquet checks ensuring accuracy. Presented the check to the customer for signature to ensure payment. Calculated and prepared the daily service charges and payroll ensuring accurate, prompt reporting to the Accounting Department. Monitored and controlled the maintenance/sanitation of the Banquet areas and equipment to protect the assets and ensure quality service. Supervise and direct 28 Banquet associates including captains, servers, lead housemen, and housemen. Interviewed, scheduled, trained, developed, empowered, coached, counseled, resolved problems, provided open communication, recommend and conducted performance and salary reviews, recommend discipline and termination, as appropriate. Show less

Operations Training Manager

• Apr 2007 - Sep 2008

Facilitated the on boarding process (Orientation) for new STARS (employees) . Dedicated Training Manager to Conference Management Division, consisting of 9 individual departments. Facilitated all Train the Trainer classes, Onboarding classes and Frontline and Exexcutive Leadership classes. Proctored and evaluate exams for certification of Conference Coordinators . Conducted Guest Satisfaction/Customer Service Training. Planned, organized and directed a wide range of training activities (i.e. Team builders, crucial conversation classes) Administrator for e-learning based education tool (Skill Soft). Custom Designed Training programs . Monitored progress of class completion for all legal required training (TABC, Food Handlers). Maintained, reviewed and updated tracking system via data base. Ensured that our Service Basics, Values, and Vision were upheld in our Work Culture Supported employees with job development and growth. Show less

Conference Coordinator

• Mar 2003 - Apr 2007

Assisted with coordination of all convention groups/catering with operational departments. Served as direct liaison to client, CSM, Catering Manager, Conference Set Up, Banquets and all departments. Ensured client satisfaction by checking room set, lighting, AV, temperature, refreshes, cleanliness, equipment, food and beverage .Advised client on current status of events and functions, including items pending and action items. Coordinated any changes necessary. Participated in the pre-planning process, reviewed group resumes, BEO’s and EO’s prior to group arrival. Attended pre-planning visits, Gaylord Welcome Receptions and pre-convention meetings. Created positive relationships , Conference Services team and operational departments. Strong in problem resolution to identify potential issues in advance and resolve. Multi-tasked and prioritized multiple requests and information in high stress enviornment. Show less

Corporate Travel Agent

• 2002 - 2004