Joyce Griffin
Lakeland,FL
Summary
Seasoned leader, well-versed in building credibility and reputation with executive management, key clients, and employees by leveraging articulate communication, and strong interpersonal skills. Dynamic professional with extensive experience in sales operations and account management. Recognized for establishing strong client relationships and implementing strategies that lead to measurable business growth and enhanced operational efficiency.
Overview
21
21
years of professional experience
Work History
Office Operations Manager
Tucker Enterprise Services, Inc.
Oldsmar, USA
01.2020 - 01.2022
- Improved performance by implementing an operational excellence strategy, resulting in uninterrupted and smooth workflows.
- Delivered exceptional services to achieve maximum client satisfaction, while ensuring repeat and referral business.
- Established strong and positive communication with customers to improve the retention rate.
- Realized a high degree of operational accuracy with the deployment of the CRM system.
- Expanded the potential client base by nurturing trust-based business relationships.
- Negotiated and onboarded new business opportunities by using strong negotiation skills.
Leasing Communications & Operations Lead
BLBJ Property Management LLC
Centennial, USA
01.2019 - 01.2020
- Developed strong and positive communication to achieve customer success, with referral business opportunities.
- Administered all facets of onboarding new acquisitions to drive business growth.
- Bolstered organizational reputation and image with optimal utilization of brand recognition and awareness concepts.
- Enabled consistent revenue streams by introducing fifty/fifty mix in tenants during global pandemic COVID-19.
- Strengthened financial health of the company by designing and executing revenue strategy.
- Performed a detailed investigation and secured all maintenance contracts.
Assistant Department Director
United States Virgin Islands Department of Tourism
St. Thomas, USA
01.2015 - 01.2019
- Designed competitive processes to ensure strict adherence to organizational standards and regulatory compliance.
- Ensured the department's participation in special events and activities in the District of St. Thomas/St. John.
- Launched special projects to scale up the visitor experience.
- Delivered presentations on specific travel markets, with comprehensive sales strategies.
- Coordinated between the executive branch, contiguous U.S. Partners, and industry-related international organizations.
- Elevated travel specialist referrals by 10% by deploying targeted sales strategies for the offshore team.
- Established effective strategies based on data-driven research and emerging trends to promote desirable destinations.
- Realized a positive impact on the USVI economy with $1 billion, estimated to contribute 30% to GDP each year.
- Established strategies for Visitor Experience, Customer Care, and Offshore Sales Team to enhance the visitor experience.
- Presented testimonies before the local Legislative Branch, supporting the department’s position on tourism-related legislation.
Director of Sales & Marketing
Frenchman’s Reef and Morning Star Marriott Beach Resort
St. Thomas, USA
01.2010 - 01.2015
- Upskilled sales staff by providing coaching sessions.
- Evaluated annual performances and delivered recommendations to amplify individual professional development.
- Oversaw end-to-end reporting system for the property’s reservations manager, while propelling sales contracts, targets, conversions, rates, and dates commitments for group and transient guests.
- Facilitated leadership team with crisis communication, public relations opportunities, and marketing communication strategy.
- Contributed to monthly critique meetings by defending annual department budget.
- Implemented revenue strategies, increasing 2-3% overall hotel revenue year over year.
- Headed entire talent acquisition process from hiring to onboarding sales experts, while providing training programs to enhance confidence of new hires and adaptability in fast-paced environment.
- Delineated hotel brand in national and international sales missions.
- Increased sales revenue YOY in Transient and Group occupancy, contributing to a four-year steady increase in RevPAR.
- Boosted property’s brand with 100% response rate, increasing return visits.
- Launched the “Destination Sales Manager” concept to the property, enhancing sales opportunity closure rate by 85%.
- Deployed sales and marketing strategic action plan for a complete property shutdown and reopening for a $56 million renovation project in 2010, while ensuring strict adherence to regulatory compliance.
Director of Reservation Sales
Frenchman’s Reef and Morning Star Marriott Beach Resort
St. Thomas, USA
01.2001 - 01.2010
- Led, coached, and developed a top-performing Reservation Sales Staff, with direct responsibility for achieving or exceeding forecasted revenues and budgeted Average Daily Rate.
- Developed a Sales and Marketing Strategic Action Plan for a complete property shutdown and reopening for a $56 million renovation project.
- Provided leadership and fostered personal development for each team member.
- Executed team and individual performance goals based on resort revenue goals.
- Led sales training workshops for Regional Reservation Agents and Travel Agents.
- Organized and led site tours for domestic and international travel agents.
- Liaised with the USVI Department of Tourism on destination sales missions.
Education
Master of Science - Organizational Leadership
American College of Education
Indianapolis, IN07-2025
Hotel Revenue Management Certificate -
Cornell University
IthacaBachelor of Arts -
University of Texas at San Antonio
San Antonio, TexasSkills
- Project/program management
- Sales operations management
- Client relationship management
- Team building and leadership
- Key account management
- Talent acquisition and retention
- Profit and revenue generation
- New business development
- Budgeting and forecasting
Affiliations
- Middle School Special Events Volunteer
- Avid indoor cyclist
- Community Association Board Member
References
References available upon request.
Timeline
Office Operations Manager
Tucker Enterprise Services, Inc.
01.2020 - 01.2022
Leasing Communications & Operations Lead
BLBJ Property Management LLC
01.2019 - 01.2020
Assistant Department Director
United States Virgin Islands Department of Tourism
01.2015 - 01.2019
Director of Sales & Marketing
Frenchman’s Reef and Morning Star Marriott Beach Resort
01.2010 - 01.2015
Director of Reservation Sales
Frenchman’s Reef and Morning Star Marriott Beach Resort
01.2001 - 01.2010
Master of Science - Organizational Leadership
American College of Education
Hotel Revenue Management Certificate -
Cornell University
Bachelor of Arts -
University of Texas at San Antonio