Crystal Mace
Old Bridge
Summary
Results-driven Convention Services Manager proficient in guest relations, team leadership and problem-solving. Successful at elevating guest experience and optimizing property function space. Offers excellent judgment and knowledge of convention services best practices.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Convention Services Manager
Hyatt Hotels Corp
New Brunswick
09.2009 - 12.2013
- Coordinated logistics for events, ensuring seamless execution and guest satisfaction.
- Collaborated with clients to design customized event packages and services.
- Managed vendor relationships, negotiating contracts and service agreements effectively.
- Listened actively and responded quickly to client needs to handle associated challenges.
- Assisted in developing marketing strategies designed to attract more business opportunities.
- Reviewed billing statements prior to submission to client or accounting department.
- Coordinated and monitored all convention services staff to ensure quality service.
- Organized transportation arrangements for groups attending conventions and events.
- Performed pre-event inspections to ensure adequate preparations were made prior to guest arrival.
- Managed convention event details and related activities.
- Evaluated performance of staff members on a regular basis.
- Facilitated smooth and successful communication between client, hotel departments and external resources to meet expectations for exceptional guest experiences.
- Collaborated with other departments to guarantee seamless events from beginning to end.
- Scheduled staffing needs based on expected number of attendees at each event.
- Developed and maintained positive relationships with clients, vendors and other departments.
- Assisted with the preparation of event orders and contracts for conventions and events as needed.
- Provided leadership in problem solving related to customer service issues.
Catering and Sales Manager
Hyatt Hotels Corp
Whippany
09.2007 - 09.2009
- Coordinated catering events from initial planning to final execution.
- Developed relationships with clients to understand their catering needs.
- Managed catering budget and ensured cost-effective service delivery.
- Collaborated with culinary team to design customized menu options.
- Implemented marketing strategies to promote catering services effectively.
- Analyzed client feedback to improve service and enhance customer satisfaction.
- Organized logistics for onsite events, ensuring seamless operations throughout.
- Resolved customer complaints promptly and professionally.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Responded promptly to customer inquiries and complaints.
- Monitored competitor activity in order to stay ahead of the competition.
- Identified areas for improvement within the organization's processes and procedures.
- Coordinated deliveries from vendors ensuring timely arrival at event sites.
- Supervised the preparation of food items according to recipes or standards.
- Processed payments from customers in a timely manner using various payment methods including credit cards, cash and checks.
- Conducted regular meetings with catering staff to discuss performance goals and provide feedback.
- Prepared reports summarizing sales activity, revenue projections and other related data.
- Monitored inventory levels of catering supplies and equipment.
- Developed pricing structures for services based on market research data.
- Performed quality control inspections prior to delivery of catered items.
- Implemented innovative ideas for enhancing the customer experience at catered events.
- Negotiated contracts with vendors for food, beverages, decorations.
- Ensured compliance with health department regulations regarding sanitation requirements at all events.
- Analyzed sales data to identify trends in customer preferences and develop marketing strategies accordingly.
- Assisted in planning special events by providing input on menu selections, decorations, staffing needs.
- Maintained up-to-date records of customer information in a database system.
- Organized staff scheduling for special events and functions.
Education
Medical Billing And Coding
Bryan University
Tempe, AZ 01.2025 - 09.2025
Hospitality
The Arts Institute of New York City
New York, NY 01.2002 - 12.2004
Skills
- Vendor management
- Scheduling coordination
- Budget management
- Customer relationship management
- Marketing strategy development
- Event coordination
Accomplishments
- PTA Treasurer for Local Elementary School
- Girls Scout Leader and Treasurer
Timeline
Medical Billing And Coding
Bryan University
01.2025 - 09.2025
Convention Services Manager
Hyatt Hotels Corp
09.2009 - 12.2013
Catering and Sales Manager
Hyatt Hotels Corp
09.2007 - 09.2009
Hospitality
The Arts Institute of New York City
01.2002 - 12.2004