Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Professional Highlights
Timeline
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LAVENDER D. SHESHE

Miami,US

Summary

Results-driven luxury hospitality sales and marketing professional with a strong track record in revenue generation through strategic upselling and outstanding guest experiences. Recognized by Oracle Hospitality for exceptional performance, bringing expertise in customer relations, communications, and property management systems. Holds an MSc in Hospitality and Tourism Management from FIU, specializing in developing innovative strategies that enhance client satisfaction and operational efficiency.

Overview

9
9
years of professional experience

Work History

Marketing Strategist

Fontainebleau Miami Beach
Miami Beach, US
04.2024 - Current
  • Partnered with General Managers of signature and dining outlets to innovate 10+ unique activations, resulting in a 30% increase in guest engagement while driving substantial revenue growth through tailored special offerings
  • Coordinated collaborative efforts between culinary teams and management of seven different F&B outlets; executed targeted marketing campaigns yielding an average increase of $10K additional revenue per month per location due to special/new offerings
  • Championed cross-departmental collaboration to synchronize marketing efforts with property offerings; executed specialized promotional campaigns that increased attendance rates at signature events by approximately 30%
  • Partnered with the marketing team to refine communication briefs for 15+ events, achieving unified messaging across eight channels and enhancing promotional visibility during high-impact occasions
  • Optimized online profile content using strategic keyword integration for SEO purposes while updating entries weekly, resulting in increased visibility which contributed to approximately 75 new reservations monthly
  • Elevated online guest interaction through targeted campaigns and responsiveness; achieved significant traffic boosts translating into over 10,000 additional touchpoints per month across all property outlets
  • Executed rigorous audits of the entire suite of digital assets linked to seven distinct food and beverage venues: elevated informational precision by over 35%, correlating with an impressive surge in guest interactions
  • Optimized invoice handling process resulting in an average time savings of 10 hours weekly while maintaining impeccable records that contributed directly to clearer revenue tracking on departmental P&L reports
  • Designed and implemented a targeted marketing campaign that attracted over 500 new guests in three months, improving overall guest engagement metrics by enhancing awareness of unique dining offerings at the property
  • Generated over $200k in additional sales from curated promotional packages designed specifically for holidays and special occasions, attracting both new guests and repeat clients during peak periods at all signature outlets
  • Championed operational improvements that optimized workflows within the financial reporting system; enhanced accuracy of P&L statements contributing to 20% faster quarterly close times while maintaining data integrity throughout processes
  • Synergized with the marketing team to enhance front-of-house operations for F&B outlets, producing promotional materials and digital menu boards that elevated guest engagement by 35% within three months of implementation

Group Sales Coordinator

Fontainebleau Miami Beach Hotel
05.2023 - 04.2024
  • Orchestrated seamless interactions between internal stakeholders and external customers via organized outreach efforts; fostered relationships built on trust which led to acquiring high-value accounts worth $500k and more
  • Developed a comprehensive event space designed for major programs accommodating over 3,000 attendees; leveraged Cvent and Delphi software to ensure seamless execution and exceptional attendee experience
  • Streamlined administrative functions by preparing over 50 proposals and managing contracts with a focus on improving turnaround time, resulting in a significant boost to client satisfaction and retention rates
  • Created detailed site visit itineraries for more than 20 conferences quarterly; optimized logistics that led to enhanced efficiency, reducing potential delays during operations while fostering stronger relationships with clients
  • Orchestrated coordination among diverse internal teams ensuring all aspects of event execution were addressed systematically; contributed directly towards executing over ten successful large-scale corporate gatherings yearly without issues
  • Spearheaded lead generation initiatives by identifying 50+ qualified prospects monthly and developed tailored proposals that directly contributed to an increase in overall sales conversions for the luxury hospitality sector
  • Facilitated transparent communication with clients, vendors, and internal teams throughout each project phase; established a unified understanding of event logistics that improved coordination efficiency by 25%
  • Fostered transparent communication channels with clients, vendors, and internal teams to clarify event logistics; streamlined coordination processes that increased stakeholder satisfaction scores by 30% through improved clarity and engagement
  • Initiated posting masters setup for client accounts post-contract; this process enhanced tracking accuracy of deposits received, resulting in a reduction of discrepancies by over 30% monthly

Front Office Supervisor

Altair Hotel Bay Harbor
03.2022 - 04.2023
  • Spearheaded daily operations by aligning inventory with customer demand, achieving a 20% increase in profitability while creating memorable experiences that enhanced guest loyalty at the property
  • Top contributor in customer satisfaction through a proven record in Medalia scores
  • Making our property one of the leading properties in Bal Harbor on Google & Tripadvisor
  • Leveraged the Nor 1 upgrade system to design personalized customer experiences, driving an increase in monthly revenue and achieving recognition as a top performer for consecutive quarters
  • Improved collaboration between management teams and 25+ condo owners through regular updates about property performance, leading to enriched community ties and greater alignment of interests overall
  • Processed over 200 guest reservations and inquiries daily, resolving billing disputes and special requests promptly to ensure optimal satisfaction, ultimately achieving a customer retention rate of 90% during tenure
  • Optimized use of Opera software for tracking performance metrics; executed data analysis which resolved three major causes of operational inefficiencies leading to improved workflow across departments
  • Streamlined oversight of 10+ online travel agent platforms including Booking.com and Expedia, delivering critical insights to the Revenue Director that enhanced operational flow and maximized booking conversion rates

Front Office Supervisor

Hyatt Centric South Beach
05.2021 - 03.2022
  • Championed operations as the on-duty manager, resolving guest and staff challenges in a fast-paced environment; maintained an average response time of 3 minutes for immediate issue resolution
  • Utilized software systems such as Opera, colleague and Reserve to manage reservations as well as balance the house room categories, create and update reservations as needed
  • Used Expedia, booking.com and hotel tonight partner sites to manage third-party bookings
  • Enhanced operational workflows for check-in and check-out processes to ensure seamless transitions; this initiative directly resulted in a significant boost of 30% to Hyatt’s customer satisfaction ratings
  • Replenished front desk supplies and equipment, achieving a 100% readiness rate for guest check-in services while eliminating delays in processing VIP arrivals and improving overall customer satisfaction levels
  • Collaborated closely with the Sales and Marketing teams resulting in a 25% increase in lead conversion to business through strategic engagement methods tailored for VIP arrivals, including high-tier Hyatt members
  • Analyzed daily pre-arrival profiles with discrepancy reports to identify trends, resulting in actionable insights that enhanced overall guest experience by addressing critical pain points during high-traffic times
  • Revamped existing training modules and instituted weekly check-ins focused on hands-on practices which contributed towards improving peer-to-peer collaboration rates amongst front office personnel while ensuring high-quality service delivery remained consistent

Front Office Associate

Royal Palm South Beach: A Tribute Portfolio Resort
11.2020 - 05.2021
  • Spearheaded improvements to the guest experience for over 200 annual Marriott Bonvoy elite members; executed tailored services that surpassed expectations while aligning with hotel operational capabilities during peak occupancy times
  • Employed advanced tools such as GXP and Kipsu to streamline processes for addressing over 250 weekly guest concerns: improved inquiry resolution times by an average of 30 minutes per interaction
  • Streamlined internal processes related to room management amid personnel constraints brought forth by the pandemic; resulted in an increase of 15% efficiency in handling incoming inquiries from guests requiring immediate assistance
  • Mastered the Lightspeed property management system to promptly post payments and resolve billing disputes, producing daily reports including in-house lists and high balance summaries that streamlined operational workflows across departments
  • Implemented innovative strategies alongside housekeeping staff that elevated operational efficiencies by optimizing rooms available for occupancy; streamlined booking procedures led to an increase of over 100 satisfied guests weekly

Guest Service Agent

Fontainebleau Miami Beach
01.2019 - 12.2019
  • Raised guest satisfaction scores over 20% by providing four diamond service to transient and group guests and received team member appraisal & recognition by guests constantly through Expedia reviews, trip advisor reviews and the hotel website feedback
  • Successfully made over 1500 upsells for guests including noting special requests and blocking rooms as necessary for VIP and group arrivals to provide the best experience and best fit for their needs
  • Responsible for checking in and out hotel guests in a confident, professional, and friendly manner while answering an average of 40-60 calls per day by addressing customer challenges, inquiries and providing information to guests as needed
  • Trained the new Joiners on soft skills, grooming, OPERA software system and Third-party reservations (Expedia, Priceline, Hotels.com, Hotelnight.com)
  • Championed the use of the Opera Property Management system to balance daily transactions, settling folios and prepare selective reports for rooms control, accounting, and management

Business Development Associate

Vault of Spaces Dubai, UAE
, UAE
02.2017 - 07.2018
  • Company Overview: Architecture & Design Services
  • Excelled in being part of a team that developed new business, secured, and managed key accounts with major development companies in UAE (Nakheel and Azizi developments) worth over 50,000 USD
  • Coordinated high-impact company exhibitions, including Cityscape Global and The Hotel Show, generating 200+ qualified leads while establishing strategic partnerships with major stakeholders from Saudi Arabia and Qatar.: Cityscape Global, international property show, CABSAT EXPO
  • Orchestrated collaboration between diverse marketing resources on strategic campaigns which identified high-potential leads leading to securing contracts valued at $50k+ annually from major UAE developers
  • Spearheaded initiatives for creating engaging blog content on design trends; authored a series of six high-traffic articles leading to an increase in web traffic by more than 40%
  • Streamlined processes around tracking account performance metrics through weekly team meetings focused specifically on identifying barriers hindering success; led initiatives culminating in more efficient workflows for maximizing revenue potential
  • Cultivated strong relationships across departments by integrating feedback mechanisms into existing pipelines, resulting in actionable insights which directly led to a 20% improvement in team performance metrics monthly
  • Streamlined the update process for social media accounts—YouTube, Instagram, and Facebook—with automated scheduling tools leading to consistent posting frequency of at least five updates weekly covering events/projects
  • Architecture & Design Services

Sales and Marketing Associate

SunSmart Global Dubai, UAE
, UAE
01.2016 - 02.2017
  • Company Overview: SunSmart is a niche Product Company with smart products in the spectrum of Artificial Intelligence, Mobility and Enterprise Software Solutions and consists of 200-500 employees
  • Achieved sales goals by reaching targets through successfully securing three major accounts with asset management software sold to Yamaha in Dubai, ARN (Arab Radio Network) and Document management system for a pharmaceutical company Lifepharma amounting to $98,000 within 8 months
  • Analyzed online presence of over 150 potential leads to uncover emerging market trends; executed targeted campaigns that increased brand visibility across digital channels by enhancing engagement metrics by more than 40%
  • Executed a CRM strategy using NtireCRM that streamlined communications with over 150 new and existing clients, enhancing relationship management by providing real-time updates on product developments
  • Coordinated logistics for GITEX Technology Week by participating in industry events and meetings, resulting in a seamless execution of over 10 key presentations that enhanced company visibility among 1,000+ attendees
  • Crafted over 30 tailored quotes and comprehensive proposals for prospective clients, resulting in a conversion rate increase of 25% during the business development cycle
  • Coordinated live installations alongside the technical team for 15+ clients; achieved successful deployment of business software with a 100% accuracy rate and resolved all requests within stipulated timeframes
  • SunSmart is a niche Product Company with smart products in the spectrum of Artificial Intelligence, Mobility and Enterprise Software Solutions and consists of 200-500 employees

Education

Master of Science - Hospitality and Tourism Management

Florida International University
12.2020

bachelor’s - business administration in Marketing

Canadian University of Dubai
04.2016

Skills

  • Microsoft Office
  • Campaign management
  • Partnership development
  • Social media strategy
  • Target audience identification
  • Marketing automation
  • Customer segmentation
  • Data analytics
  • Financial forecasting
  • Brand strategy
  • Organizational design
  • Sales cycle management
  • Customer engagement
  • Database management
  • Client relations
  • Salesforce software
  • Market and competitive analysis
  • Client retention
  • Interpersonal communication
  • Opera
  • Lightspeed
  • Colleague
  • Reserve
  • Marsha
  • Kipsu
  • GXP
  • Medallia
  • Canvas
  • Sales strategies
  • CRM proficiency
  • Vendor negotiation
  • Event marketing
  • Guest management
  • Event billing
  • Event design
  • Venue selection
  • Registration management

Hobbies and Interests

  • Fitness
  • Healthy lifestyle
  • Culinary
  • Travel

Professional Highlights

  • Accomplished in luxury hospitality sales, marketing, and operations with a proven ability to drive revenue through strategic upselling and exceptional guest experiences.
  • Recognized by Oracle Hospitality for top performance, with expertise in customer relations, communications, and property management systems.
  • Holding an MSc in Hospitality and Tourism Management from FIU, I excel in crafting innovative strategies that deliver results and elevate guest or client satisfaction.

Timeline

Marketing Strategist

Fontainebleau Miami Beach
04.2024 - Current

Group Sales Coordinator

Fontainebleau Miami Beach Hotel
05.2023 - 04.2024

Front Office Supervisor

Altair Hotel Bay Harbor
03.2022 - 04.2023

Front Office Supervisor

Hyatt Centric South Beach
05.2021 - 03.2022

Front Office Associate

Royal Palm South Beach: A Tribute Portfolio Resort
11.2020 - 05.2021

Guest Service Agent

Fontainebleau Miami Beach
01.2019 - 12.2019

Business Development Associate

Vault of Spaces Dubai, UAE
02.2017 - 07.2018

Sales and Marketing Associate

SunSmart Global Dubai, UAE
01.2016 - 02.2017

Master of Science - Hospitality and Tourism Management

Florida International University

bachelor’s - business administration in Marketing

Canadian University of Dubai

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