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Professional Summary

Confident, highly organized professional; fluent in English and French; dedicated to providing the highest level of service and support to customers/co-workers. Skilled technical support provider aspiring to become expert in Information Management Field toward goal of advising businesses/organizations in the successful use of IT solutions for management and growth. Motivated, flexible, fast learner; focused on problem solving and teamwork.

Opportunistic Inside Sales Representative with a positive attitude and the ability to excel in fast-paced environments. Superb communication and interpersonal skills. Highly motivated and ambitious, with the ability to achieve high goals.

  • Spreadsheet management
  • Certified Computer Office Assistant
  • Database management
  • Internet and Network configuration knowledge and installation.
  • Computer Hardware and Software maintenance.
  • Systems analysis
  • Remote access support
  • Data backup and recovery systems
  • Customer Care and Time Management.
  • Work habits and conduct
  • Right and Responsibilities in the workplace,
  • Safety and Health at work,
  • Effective cooperation and Teamwork,
  • Relationship building and management
  • Order management
  • Microsoft Dynamic AX(Work Ressource)
Work History
Jr Project Manager/ Inside Sales 04/2019 to Current
Reutters LLC Bingham Farms, Michigan
  • Sales/Project work according to RPDS working packages
  • Regular interaction with automotive buyers,engineers and Project Managers
  • Capacity to understand the customer business and opportunities
  • Respond to request for quotes based on project phase
  • Prioritize deadlines and customer requests
  • Define and communicate customer requirements with internal team in USA and Europe
  • Actively manage projects and programs in a global team
  • Market analysis and sales planning /reporting
  • Customer claim management.

Special Requirement:

  • Supporting Key customer portal
  • Web quote online answer
  • Understand Supplier metrics
User Support Technician 06/2017 to 03/2019
DXC Technology (Hewlett And Packard Enterprise) Auburn Hills, MI
  • Provide Technical support within Nissan/Infiniti Dealer Business System (DBS).
  • Work with Canadian users, provide support for French speakers within Dealer Business system
  • Remote access support
  • Handle inbound/ outbound calls to fulfill service requests. Utilize a dedicated case creation and tracking tool, phone system and other web-based tools. Utilize problem identification/conflict management skills to resolve customer concerns. Monitor emails for daily changes/directions; communication with peers/leadership.
  • Responsible for validating customer eligibility for service. Document log case details for dispatching the appropriate service.
  • Monitor the service event through completion to assure satisfactory service .
  • Manage customer requests and feedback using customer service skills, trouble shooting, empathy, etc.
  • Maintain customer satisfaction and retain customer loyalty while following client specific policies and procedures.
Caregiver Supervisor 08/2016 to 05/2017
  • Maintained appropriate filing of personal and professional documentation.
  • Screened personal and business calls and directed them to the appropriate party.
  • Responsible for primary care, case management, and medication management.
  • Delivered in-home care to disabled adults.
Administrative Assistant And Event Planner, 06/2016 to 08/2016
International Institute of Metropolitan Detroit Detroit, Michigan, United States
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Worked with Director of events planning to organize and execute events held at the Institute
  • Assisted with events planned by Institute in metropolitan area locations
  • Provided information to schools, individuals and other institutions
  • Handled communication with other Institutions/individuals seeking information about events
  • initiated "reach-out" program to schools to explain/ coordinate student events
Administrative Assistant And Event Planner 08/2015 to 11/2015
The National Center of Excellence in Women's Health Morgantown, WV

  • Work with supervisor to organize and execute Women on Wellness retreats in held at Morgantown, WV
  • Participated in "Making Healthy Lifestyles Fun."
  • Provided a safe, non-stressful, environment for female participants in health screenings; movement activities; educational sessions designed to provide skills they needed to become informed consumers; advocates for themselves and their families; and to develop supportive peer relationships.
  • Provided tools for goal setting and assistance in connecting women to valuable resources in their communities
Bachelor's Degree: Information Managment Majored In IT 2012 Adventist University Of Central Africa (AUCA) - Kigali-Rwanda
  • Developed and implemented Flight Performance Management system(FPMS) at Rwandair (Rwanda transportation airline )which resulted in increased company efficiency and productivity.
  • Managed inventory and office budgeting for supplies for Project beneficiaries and employees of UBUNTU EDMONTON
  • Contribute in lifestyle Improvement of  orphans and widows of Rwandan genocide  
  • High school Certificate in Math and Physics at Ingenzi college (2006)
  • Council of International Programs Certificate as August -  November 2015  participant at West Virginia University.
This resume is created in 7 minutes.
Professional Summary
Event Program Coordinator offering 7years\' experience in community outreachand marketing planning. Skilled coordinator with creative eye for program details and keen focus on streamlining procedures for cost-effective operations. Seeking leadership position with emerging company in need of innovative professional.
  • CPR certified
  • Print advertisements
  • Website and electronic marketing
  • Proficient in Adobe CS5
  • Creative design layouts
  • Social media expert
  • Project presentations
  • Excellent communication skills
  • Visual communication principles
  • Project coordination
  • Experience with catering and events
  • Leadership experience
  • Market research
  • Program development
  • Decision-making ability
  • Efficient multi-tasker
  • Executive calendars
  • Document management
  • Proficient in Microsoft Office 365 and Google drive
Academic Enrichment Coordinator 06/2016 to Current
AmeriCoprs Vista Maryland DC Campus Compact
  • Coordinated meetings, developed meeting content and presented educational updates.
  • Organized new volunteer orientation schedules for all new volunteers.
  • Tracked key dates and deadlines and maintained specific personnel lists.
  • Supervised social media marketing strategies.
  • Made strategic decisions regarding future targets.
  • Monitored program effectiveness.
  • Submitted strategic plans for program improvements.
  • Supervised 5 programs per year totaling in 145 participants and volunteers.
  • Developed innovative fundraiser events
  • Implemented strategies to increase program effectiveness.
  • Coordinated work between multiple departments.
  • Sourced qualified donations, sponsors and grants.to provide program resources.
  • Executed contracts in timely and accurate manner.
  • Developed first-rate training programs.
  • Conceptualized future program components.
  • Created standard operating procedures.
  • Assessed current trends to assist with decision making.
  • Determined community needs and developed program initiatives according to preferences.
  • Increase department annual winter event, Kwanzaa Celebration Festival, attendees by87.2% ( annual 500 attendees to 936 attendees)

Cultural Arts Coordinator Assistant 09/2010 to 08/2011
Morgan State University Baltimore, Maryland, United States
  • Assisted in developing and coordinated Fine Arts department recruitment exhibits primarily in the areas of music, theater and visual arts.
  • Assist in completing written reports specifically in regards toMorgan State University Choir travels, events, concerts, and scholarships.
  • Supported Cultural Arts Coordinatorwith daily operational functions.
  • Analyzed departmental documents for appropriate distribution and filing.

Tutor Program Coorindator 02/2016 to 06/2016
The CORE Foundation Baltimore Baltimore, MD
  • Implemented ongoing staff training programs and educational sessions based on academic development .
  • Enlisted the support of volunteers and collaborated with 501-C Organizations and community groups.
  • Trained and supervised a team of 15 volunteer tutors
  • Offered constructive feedback and contributed ideas at weekly staff meetings.
  • Monitored program participants academic performance, including developing performance improvement plans and recommending achievement awards.
  • Set goals with tutors related to academic development and growth and worked with them to participants track progress.
  • Provided emotional support while with participants to develop long term academic plans and goals.
  • Connected families with resources when children were identified as needing further assessment.
  • Streamlined and improved program operational processes by creating interactive lesson plans and academic tracking system for various grades.

Marketing Event Coordinator 04/2015 to 01/2016
Laws Family Cuisine: L.F.B.F. Division Philadelphia Pa
  • Build brand awareness and generate leads while managing internal and external product marketing campaigns and events.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Designed print and marketing initiatives for all website properties.
  • Worked closely with various types of social media marketing.
  • Conceptualized, planned and executed original designs the company website

Youth Program & Event Coordinator 09/2011 to 03/2015
Morgan State University Baltimore, Maryland, United States
  • Implemented strategies to increase program effectiveness.
  • Conceptualized future program components.
  • Developed first-rate training programs.
  • Executed contracts in timely and accurate manner.
  • Prepared monthly reports for upper management including academic data and social enrichment surveys.
  • Monitored volunteers work and developed improvement plans.
  • Enlisted the support of volunteers and collaborated with non profit organizations and community groups.
  • Developed and facilitated annual community events for 500 plus attendees and managed 100 plus volunteers.
  • Expedite several annual youth program for 30 volunteers and program participants

Bachelor of Arts: Fine Arts 2015 Morgan State University - Baltimore, MD
  • Grew annual department annual winter event, Kwanzaa Celebration Festival by 87.2% in 3 months.
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Results driven administrative professional with strengths in managing multiple projects simultaneously and fostering a cohesive staff. Being physically fit and active, I maintain a positive mental outlook, offering strong communication and support skills with a customer centred approach. Experienced ability to communicate with a diverse audience through facilitating precise communication through high quality listening and precision questioning in order to truly support each others effectiveness and engagement. Enthusiastic individual with a solid background delivering high levels of organisation, creativity, resourcefulness and decision making with an impact. Familiar with medical terminology and patient administration systems. Responsive and proactive in meeting deadlines with sound independent judgement and follow-through.
Key Competencies
  • Leadership
  • Tech savvy
  • Results Orientation
  • Personal Credibility
  • Communication
  • Commercial awareness
  • Diagnostic Information Gathering
  • Trustworthiness and Ethics
  • Fostering Teamwork
  • Commitment to career
  • Establishing Focus
  • Thoroughness
  • Self Management Competencies
Training and Personal Development
CERTIFICATE III MEDICAL BUSINESS ADMINISTRATION (HLT37315) Medical Administration Training Strathpine, QLD | 2019

Pracsoft Software - BSBMED301 Interpret and apply medical terminology - BSBMED303 Maintain patient records - BSDMED305 Confidentiality, Privacy and Security within the medical environment - BSDMED302 Prepare and process medical accounts - BSBITU306 Design and produce business documents - BSBCUS301 Deliver and monitor a service to customers - HLTINF001 Comply with infection prevention and control policies and procedures - BSBMED304 Assist in controlling stocks and supplies - HLTWHS001 Participate in workplace health and safety - CHCCCS020 Respond effectively to behaviours of concern - CHCCOM005 Communicate and work in health or community services - BSBFLM309 Support continuous improvement systems and processes - CHCDIV001 Work with diverse people

HLTNUT610B ACCREDITED CERTIFICATE OF NUTRITION Cadence Health - Nutrition and Health Coaching Manly

- Identify appropriate dietary modifications  - Negotiate dietary change with clients


Seek to Maximise Performance - Become a Stronger Leader  - Add More Value to the Organisation

  • MYOB Premier | Functional accounts | Receivable and Payable
  • ATO | BAS & IAS reporting and payments
  • Superannuation and Work Cover obligations
  • Apple MAC and PC adept
  • Proficiency in MS Office Suite
Work History
  • Accountable for driving and executing enrolment and navigation strategies. Achieving all business target performance levels, review call completion, AHT and occupancy targets. 
  • Report on program uptake, attrition and other performance measures and establish strategies for improvement where required. 
  • Provide leadership, support, coaching and mentoring to inspire, guide and empower a team of Customer Care Consultants to engage participants in the Rehab at Home Program.
  • Supervised Customer Care Consultants team  in providing excellent customer service to members and ensure the team were delivering the model in line with program requirements. 
  • Quality control and auditing of direct reports service provision ensuring the delivery of all operational and performance metrics.
  • Investigate and assist in the resolution of member or practice complaints via the Medibank risk management process.
  • Delivered successful employee induction / onboarding processes, introducing new employees to their place of work, creating a positive atmosphere, increasing knowledge of the organisation as well as it's procedures and policies in line with the organisations goals and objectives. Active management of personal leave and annual leave liabilities amongst direct reports.
  • Analysed and interpreted data based on performance and utilised this to inform workforce planning decisions.
  • Operationalised new project plans ensuring clear and efficient processes were developed.
  • Assist with the integrity of data held in the relevant software programs and take responsibility for any data captured and IT maintenance tasks that arise.
  • Screened referrals and input data into program database Health360. Successful delivery of care plans exceeded the goals of both the program and the overall organisation. 
  • Effectively directed workflow through queue delivery.
  • Maintained daily reports and advised  in decision-making processes. Liaised with operational leaders to address company issues and assessed member satisfaction.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Recognising and performing effective communication  with escalation and problem solving protocols for clinical, administrative or  IT issues. Able to distinguish the severity of a given problem and respond appropriately and within the correct channels and acceptable time frame i.e riskman, management  or team collaboration.  
  • Performed accounts payable duties, including invoicing, researching charge backs, discrepancies and reconciliations.
  • Entered and sorted data accurately after establishing data entry priorities and procedures. Checked accuracy and integrity of files and resolved errors. Managed records and files for prompt and efficient retrieval within Health360.
  • Acted as a liaison between members and providers and maintained effective lines of communication.
  • Oversaw daily team operations for up to 9  fellow peers in absence of Clinical Lead. 
  • Coached and trained new employees on administrative procedures, company policies and performance standards.
  • Professionally solved complex problems that affected the business's direction. 
  • Maintained customer confidence and protected operations by keeping information confidential. Addressed member enquiries throughly and quickly and exercised discretion and interpretive judgment.
  • Compiled and analysed data from Health360 generated into spreadsheets for program reporting.
  • Analysed business needs and usage to report and maintain inventory levels.
  • Utilised strong time management and organisational skills to ensure smooth and seamless operations.
ON SHOW ADMINISTRATION / EVENT MANAGER | Capalaba, Brisbane | September 2015 - January 2018
  • Provide exceptional customer service coordinating, implementing and advising customers on a wide range of event information, branded equipment, printed material and special service functions. Brainstorm, research and implement improvements to events each year to keep fresh and increase revenue.
  • Facilitate the planning, coordination, execution and synchronisation of events. Co-ordinate external stakeholders and manpower to move and setup equipment in other states. Overseeing and assisting with the logistics of small to medium events, ensuring events are cost effective, paying attention to budget and time constraints.
  • Manage and inspect hire equipment inventory. Reporting and organising faults and repairs. Ensuring hire equipment is functional and remains in top condition.   
  • Maintained office staff job results by coaching, counselling, and disciplining employees, planning, monitoring, and appraising job results. Manage staff for optimum performance, direct and co-ordinated the operations of the business.
  • Plan and maintain systems and procedures for operating efficiency and facility management. Achieved financial objectives by preparing annual budgets, scheduling expenditures, analysing variances and initiating corrective actions. Keeps management informed by reviewing and analysing special reports, summarising information. 
  • Coordinated, scheduled and arranged meeting and travel calendars, including business and social events entailing airfare, hotel and transportation bookings.
  • Maintains office services by organising office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, assigning and monitoring clerical functions.
  • Researched and implemented appropriate CRM and ERP systems to enhance productivity, sales tracking and internal collaboration, streamlining the companies communications.
  • Full accounts procedures, payable and receivable. End of month reconciliation. ATO, super fund and work cover reporting and payments. Accounting preparation for business accountant.
dietflex LICENSED HEALTH & WELLNESS COACH | Brisbane, QLD | February 2015 - April 2019
  • One on one client health and wellness coaching, working together using a program designed to help identify sustainable and positive solutions for optimal health and wellbeing that suits each individuals lifestyle.
  • Collate and document client health history and progress through weekly meets.
  • Motivate and support individuals and empower them to achieve their health and wellness goals.
  • Encourage adoption of habits that are conducive to a healthier quality of life through diet, focusing on long-term change.
  • Self confident and optimistic about bringing change in peoples lives.
  • Coordination of Print to Mail Campaigns for Corporate Portfolio. ANZ, Suncorp, Boystown, Centrelink, QLD Department of Transport.
  • Building and maintaining effective communications with corporate clientele.
  • Monitor, review and report on project economics, including costs, resources and project risks.
  • Provide support and co-ordination to Operations Manager.
  • End to end campaign briefing.
  • Obtaining quotes from a range of suppliers.
  • Meet and greet clients, contractors and suppliers.
  • Coordinate sign in inductions and visitor swipe cards.
  • Proof reading & print quality control.
  • Learn and manage multiple online client systems and internal customised programs.
  • Coordinating transport and warehouse liaison.
  • Served as corporate liaison between the creative, IT and marketing departments.
DISPLAY CRAFT PTY LTD ADMINISTRATION AND PRODUCTION MANAGER | Woolloongabba, Brisbane December 1999 - January 2003 and | October 2005 - March 2013
  • Devised and implemented new structures and systems programs generating new leads and continued contact with existing clientele through creation and distribution of e-marketing brochures and internal sales program.
  • Production planning and co-ordination - cross functional team management. Managed and coordinated weekly project team meetings. Accomplished department objectives by managing staff; planning and evaluating department activities.
  • Maximised profitability of the business with showroom displays, showcasing innovative and popular products. 
  • Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies and reconciliations utilising MYOB software.
  • Accomplished staff results by communicating job expectations, planning, monitoring, and appraising job results, coaching, counselling, and disciplining employees, developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Managed portfolio of clientele with layout and design planning. Sign installation consulting, quoting and installation preparation. Negotiated purchasing deals, costings and sales quote.
  • Maintained quality service by enforcing quality and customer service standards. Analysed and resolved quality and customer service problems. Identified trends recommending system improvements.
  • Established strategic goals by gathering pertinent business, financial, service, and operations information, choosing a course of action, defining objectives and evaluating outcomes for annual recommendations for end of fiscal year budgets.
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Professional Summary

Compassionate, solutions-oriented BHT dedicated to providing exceptional care and devising creative treatment plans for adults  and adolescences dealing with mental health and substance abuse issues.   Experienced in Intakes and Discharge Summaries.

  • Group psychotherapy expert
  • Co-occurring diagnosis experience
  • Daily living activities educator
  • PTSD experience

  • Culturally sensitive
  • Expertise in crisis intervention techniques
  • Cognitive Behavioral Therapy (CBT) expert
  • Adept at conflict resolution
Work History
Event Specialist, 01/2016 to Current
Stand Together And Recover (STAR)Phoenix, AZ
  • Planned and executed events to build revenue for STAR.
  • Interacted with diverse community organizations.
  • Represented STAR for public relations.
Art Facilitator BHT/PSS, 11/2009 to 04/2014
Stand Together and Recover (STAR)Phoenix, AZ
  • Observed and monitored client behavior and responses to treatment.
  • Developed and implemented Art Therapy program for individuals and groups including transportation for field trip outings
  • Conducted therapeutic individual and group therapy sessions.
  • Connected clients with community service and resource agencies.
  • Trained in substance abuse, co-occurring disorders, and the effect of employment and housing issues on mental health.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Presented case history material to review and discussion with other staff members.
  • Documented psychiatric services and responses to treatment in patient case files.

Coursework: Fine Arts, 1995
Glendale Community College - Glendale, AZ

Coursework: Social Sciences, 1989
Arizona State University - Phoenix, AZ

Programs: Medical Service Specialist, BHT, EMT, Substance Abuse Counselor, 1978
Air Force School of Science - Wichita, Kansas
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Professional Summary
Customer service professional dedicated to effective team management and customer satisfaction.
  • Exceptional interpersonal communication
  • Skilled trainer
  • Effective problem solver
  • Customer-focused
  • Inventory control
  • Adherence to high customer service standards
Work History
07/2010 to Current
General Manager Extra Innings
  • Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
  • Purchased adequate quantities and negotiated prices of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Researched and resolved accounts payable discrepancies.
  • Reconciled company bank, credit card and line of credit accounts.
06/2006 to 06/2010
Event Manager Catering by Design Denver, CO
  • Responsible for the overall operation of catering events including preparation, set-up, staffing and service.
  • Collaborated with the sales team and the customer to ensure the delivery of efficient, high-quality service.
  • Coordinated timing of event with client, staff and outside vendors. 
  • Assisted client in finding other service providers.

01/2002 to 06/2006
Assistant General Manager BUFF Brothers Restaurant Group Metro Denver Area
  • Assigned to low-performing restaurants to improve profits through lowering costs and increasing sales.
  • Planned, directed, coordinated and assigned service staff to meet aggressive labor cost goals.
  • Responsible for training and development of all team members
  • Researched and resolved accounts payable discrepancies.
  • Posted receipts to appropriate general ledger accounts.
Associate of Science: Business Marketing Metropolitan State College of Denver - Denver, CO
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Professional Summary
Versatile accomplished professional with 10 years of experience as a result driven leader.  I have worked in a lead coordinating role in many different organizations including property management, retail, and in a professional office environment. I have demonstrated a wide variety of flexible leadership and organizational skills in spearheading national, local and non-profit event management while holding down the additional title of Executive Assistant for two executives.
  • High level coordination and project management 
  • Event planning and budgets
  • High profile VIP customer engagement
  • Flexible dedicated team player
  • Customer service specialist
  • Resourceful self starter
  • Proficient in Adobe CS5 and MS Office
  • Strong written and verbal communication skills
  • Personable and friendly
  • Email marketing and graphic design 
  • Non-profit engagement expertise
Work History
Property Manager, 05/2017 to Current
Kohanaiki Kailua-Kona, Hawaii
  • Manager of 20 Luxury Estates
  • Property Project Coordinator 
  • Managed Vendor Relationships
  • Managed Calendar for Department
  • Department Lead on property Projects
Executive Assistant/ Event Manager, 04/2008 to 06/2014
Accell North America Kent Washington
  • Event management in leading teams of 60+ in executing trade shows, product releases, grassroots initiatives, non-profit off sight events.
  • Communicated and negotiated with external vendors including lighting, sound, food, trade show booth construction, hotels and travel arrangements.
  • Served as the company liaison for VIP customers while handling all travel and accommodations.
  • International and domestic travel coordinator for internal executives and support departments
  • Maintained high integrity and confidentiality of the executives at all times
  • Flexible in providing as needed assistance towards meeting company goals and getting results

Credit Representative, 09/2006 to 04/2008
Accell North America Kent Washington
  • Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
  • Researched and resolved accounts payable discrepancies.
  • Composed effective accounting reports summarizing accounts payable data.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Reviewed all expense reports for accuracy and proper expense disclosure.
  • Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
  • Reconciled vendor statements and handled payment complaints or discrepancies.

Accounts Recievable and Payable, 09/2002 to 09/2006
Trimark Pacific Washington
  • Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
  • Researched and resolved accounts payable discrepancies.
  • Created daily and weekly cash reports for accounting management.
  • Reconciled vendor statements and handled payment complaints or discrepancies
  • Maintained integrity of general ledger, including the chart of accounts.
  • Analyzed monthly balance sheet accounts for corporate reporting.
  • Generated financial statements and facilitated account closing procedures each month.
  • Computed taxes owed by applying prescribed rates, laws and regulations.

Bachelor of Arts: Labor and Employment HR Management, Current
The Pennsylvania State University - College Town Pennsylvainia
  • Deans List for 2 Years- Academic Achievement Award
This resume is created in 7 minutes.
Professional Summary
Aggressive organizational and work plan development skills.  Excellent public relations and communications skills.  Ability to analyze problems, make recommendations and implement solutions.  Self-motivated, enthusiastic and enjoy working in a fast-paced environment.
01/2017 to Current
Director of Sales Fairfield Inn East Greenbush, New York
03/2015 to 12/2016
General Manager Fairfield Inn East Greenbush, New York
  • Responsible for the overall management of property - responsibilities include managing of all areas pertaining to Profit and Loss, Budgeting, Operations, Revenue Management, Sales and Marketing and STAR Production.
  • Oversee an operations staff of 30 (Sales, Front Desk, Food and Beverage, Housekeeping and Maintenance Departments) Responsible for all Accounting and all aspects of Human Resources June 2011 to Fairfield Inn Albany East Greenbush.
06/2011 to 02/2015
Director of Sales Fairfield Inn East Greenbush, New York
  • Responsible for leading and directing the development and implementation of strategic sales and initiatives in the hotels continuing effort to deliver outstanding guest service and financial profitability.
  • Interacting with clients, directing solicitation efforts, securing business, preparing and presenting statistical and performance reports.
  • Partner with Revenue Manager to include, but not limited to, determining sales pricing strategies, developing rates, establishing group thresholds, conducting demand analysis and managing market mix.
  • Proficient with HotelSalespro and FOSSE operating systems.
10/2010 to 07/2011
Sales Manager The Demsond Hotel Albany, New York
  • Develops and cultivates new and existing accounts through outside sales calls.
  • Responsible for booking a designated number of rooms per year within the established rate and generating contracts for those groups Assists the Director of Sales in accomplishing department goals and objectives and recommending department budgets.
  • Proficient with Delphi and Springer Miller operating systems.
09/2007 to 10/2010
Event Manager The Desmond Hotel Albany, New York
  • Prepares all event documentation.
  • Ensures products and services sold to Event Planner meet or exceed their expectations and create loyalty which leads to increased market share.
  • Builds the hotels revenue by focusing on the post-contractual sale of products and services.
  • Maximizes revenue by up-selling contracted products and identifying additional revenue opportunities.
05/2005 to 09/2007
Front Office Manager The Desmond Hotel Albany, New York
  • Manages daily operations of Front Office Department, bell staff and Reservations including hiring, scheduling and training of personnel.
  • Prepared weekly labor analysis as well as reviewing and editing the weekly payroll.
  • Assisted in the management of rate and inventory controls based on yield philosophy and yearly rate submittal and negotiations with contracted accounts.
02/1999 to 05/2005
Group Reservation Coordinator The Desmond Hotel Albany, New York
  • Supervised the frequent guest program, Charter Club, handling reservations, incentives and month end analysis reports Assists the Director of Front Office in assuring the group sales/reservation partnership in flowing smoothly by entering rooming lists and managing group blocks and pick up.
  • Promoted from Front Office Representative.
B.S., Hotel, Restuarant and Travel Administration University of Massachusetts Amherst Amherst, Massachusetts Member of Future Hoteliers of America 1
A.A.S., with Honors : Hotel and Restaurant Management Schenectady County Community College Schenectady, New York
Awards: Dean's List
Participated in the Walt Disney World College Program in Spring 1994
Professional Affiliations
Active Member of the Schenectady County Community College Advisory Board for the Hotel, Restaurant and Travel Management Department
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 Accomplished Regional Leader with eighteen years of experience in Human Resources & training discipline management, including working with various levels of personnel in organizational behavior, project management and corporate training.

 Human Resources Training Leader adept at managing large-scale training projects for thirteen properties while simultaneously overseeing a regional team of training managers.

  • Interpersonal and coaching skills
  • Exceptional communicator
  •  Detail oriented
  • Performance metrics

Liaison manager between Forbes Travel Guide and The Ritz-Carlton in the western region for the Forbes Five Star goal. 

Liaison manager for Forbes Travel Guide and Corporate Central Reservations for all of the Americas.

Created and developed specialized programs relating to luxury market.

Developed teams of HR Learning Coaches for the region.

Community Service volunteer work with City College San Francisco in hospitality interview coaching.

Implemented the Management Development Readiness Process (MDRP) to The Ritz-Carlton brand.

Western Region Lead Performance Development Manager Apr 2012 to Current
The Ritz-Carlton
  • Planning and execution of business plans for regional learning
  • Management of regional funds and budget.
  • Lead and oversee all Performance Development Managers within thirteen properties.
  • Consultant member of property Executive Teams
  • Development and creation of property / discipline specific learning.
  • Talent development of property managers.
  • Responsible for HR implimentation of all regional performance development managers.
  • Reporting and tracking of all reporting & analytics for regional learning.
Western Region Performance Development Manager Aug 2010 to Apr 2012
Marriott International
  • Planned classes and learning for 6 properties within 4 brands.
  • Facilitated property specific & market classes.
  • Record keeping & data input into leaning & reporting systems.
  • Organized annual Spirit to Serve charitable events for all properties.
  • Mentored associates in Management Development & Readiness Process.
Event Manager Dec 2008 to Aug 2010
Marriott Hotels & Resorts
  • Planned events for up to one thousand attendees both social & corporate.
  • Prepared event documentation for each hotel department.
  • Record keeping & data input into Marriott global & domestic systems.
  • Ensured a seamless turnover of events and achieve future opportunities.
Administrative Assistant Feb 2006 to Dec 2008
Marriott Hotels & Resorts
  • Created proposals and contracts.
  • Supported communication between hotels sales & events team.
  • Input opportunities and events in Marriott Global Systems.
  • Implemented processes for contracted events with meeting space, food & beverage and A/V requirements.
Training Director Mar 1991 to Sep 1996
KLM Royal Dutch Airlines
  • Managed airline base of eighty cabin crew.
  • Managed flight training school with a staff of ten trainers.
  • Led recruitment interview panels of 6 recruiters.
  • Conducted panel interviews for disciplinary procedures and action.
  • Made final decision on retail products to be sold on aircraft.
  • Implemented and upkeep of company standards for all flight operations and service.
  • Led Cabin Services Project Development Group.
Training Manager Oct 1986 to Feb 1991
KLM Royal Dutch Airlines
  • Managed a staff of 12 In-flight Trainers.
  • Taught Safety, Emergency & first aid courses.
  • Created and taught regular Customer Care courses for all UK based cabin crew.
  • Implemented company standards with new recruits as an instructor of initial recruitment Training.
Oct 1984 to Oct 1986
KLM Royal Dutch Airlines Cabin Crew
  • Operated company's European routes.
  • Provided customer service and emergency safety procedures.
Professional Training
Higher Diploma Management Development 1992 Ace Consultancy London, England, UK

Human Resources Management certificate emphasis in Leaning & Development

Professional Trainer Certification 1986 Ace Consultancy London, England, UK

Continuing Education in presentation skills

Dental Science Associate Degree 1981 Glasgow Dental School Glasgow, Scotland, UK