Alicia Cervantes

As a Sales Manager I am responsible for developing new accounts, maintaining existing accounts, implementing sales strategies to maximize profits of the hotel while maintaining customer satisfaction, and meeting and exceeding forecasted and budgeted revenue goals.

I manage incoming leads from a variety of sources such as CI/TY, SFAWeb, email, eChannels, hotels, and our multi-hotel sales teams. I also stay on the lookout for new opportunities and make sure every lead gets entered into CI. Once a lead comes in, I assign it to a Senior Sales Manager on a rotating basis, and I keep track of all the distributions using Excel to make sure everything stays organized. I respond to customer inquiries and send out general communications — always keeping things professional, accurate, positive, and timely.

I help support our Senior Sales Managers in the Dallas–Fort Worth market by creating proposals, contracts, and other templates they need. When a Sales Manager is out of the office, I step in to assist their customers and keep things moving. I also handle entering new opportunities into CI quickly and accurately, respond to leads on platforms like the Dallas Convention & Visitors Bureau and CVENT, and take incoming office calls, making sure each caller gets directed to the right person.

I make sure leads from our Sales Executives, Account Executives, and Senior Account Executives are entered quickly and accurately. I also work closely with the merchandising team to help distribute those leads efficiently. Building strong relationships with stakeholders and Sales Managers is a big part of what I do, so we can collaborate effectively and get the most out of every new opportunity.

I handle sales for 12 properties in the Dallas/Fort Worth market, which includes both full-service and modern select hotels. When new inquiries come in, whether by phone or through CI, I enter the customer’s info in real time using SFA or CI. I also respond to new e-leads by following up with a phone call whenever possible to help move things forward. From there, I create proposals, send out contracts, and answer any questions customers have about their events, by phone or email. Once a group signs, I smoothly transition them to the property’s events team for next steps. I also make sure everything is well-documented in CI, from proposals and contracts to emails and payment confirmations.

• Key holder - Responsible to open/close the store
• Met sales targets consistently by positively engaging customers and delivering high levels of service.
• Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.