Karla Villegas
Adelanto,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Event Manager
Los Angeles Airport Marriott
06.2016 - 02.2021
- Integrate current trends in event management and event design
- Act as liaison between field salesperson and customer throughout event process (pre-event, event, post-event)
- Participate in customer site inspections and assists with sales process as necessary
- Solicit feedback from property departments to identify areas for improvement to enhance Event Planner’s experience
- Deliver excellent customer service throughout customer experience
- Assist in sales process and revenue forecasting for customer groups
- Up-sell products and services throughout event process
- Coordinate and communicate event details both verbally and in writing to customer and property operations
- Oversee customer experiences from file turnover through post event phase until turnover back to sales
- Conduct formal pre- and post-event meetings as required to review/communicate group needs and feedback
- Maintained personal client event satisfaction score of 95%
- Managed 10+ meetings/events per month ranging from small boardroom meetings to large-sized conventions
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events
- Liaised with clients to determine exact event requirements
- Coordinated with kitchen or catering staff on delivery, timing and service style of food
Group Housing Supervisor
Los Angeles Airport Marriott
06.2013 - 06.2016
- Oversee accuracy of room blocks, reservations, and group market codes
- Review and implement new reservations procedures
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail
- Identify guest reservation needs and determine appropriate room type
- Accommodate and document special requests
- Input and access data in reservation system
- Set-up proper billing accounts according to Accounting policies
- Assist management in training, scheduling, counseling, and motivating and coaching employees
- Coordinate group room reservations and related functions with in-house departments, affiliates, and outside group contacts
- Be proficient in all areas of reservations and general operations of hotel
- Maintain ownership of group blocks, including pickup numbers, reservation methods, billing, and proper treatment of VIP guests
- Coordinate tasks and work with other departments
- Lead and implemented new reservation software; transient room revenue increased by 6% by managing room upsells more efficiently
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Evaluated customer needs and feedback to drive product and service improvements
Event Manager
Torrance/Redondo Beach Marriott
05.2012 - 06.2013
- Integrate current trends in event management and event design
- Act as liaison between field salesperson and customer throughout event process (pre-event, event, post-event)
- Participate in customer site inspections and assists with sales process as necessary
- Solicit feedback from property departments to identify areas for improvement to enhance Event Planner’s experience
- Deliver excellent customer service throughout customer experience
- Assist in sales process and revenue forecasting for customer groups
- Up-sell products and services throughout event process
- Coordinate and communicate event details both verbally and in writing to customer and property operations
- Oversee customer experiences from file turnover through post event phase until turnover back to sales
- Conduct formal pre- and post-event meetings as required to review/communicate group needs and feedback
- Maintained personal client event satisfaction score of 95%
- Managed 10+ meetings/events per month ranging from small boardroom meetings to large-sized conventions
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events
- Coordinated florists, photographers, and musicians for events
- Coordinated with kitchen or catering staff on delivery, timing and service style of food
- Worked closely with couples to meet wedding goals, maintain deadlines, and resolve complaints or service issues
Administrative Assistant
Los Angeles Airport Marriott
04.2008 - 05.2012
- Administrative support for Director of Event Management, Director of Event Planning and Senior Event Manager
- Prepare reports for recurring internal/external meetings
- Orchestrated communications, monitored requests and identified those that required immediate attention
- Assist with group rooms, billing and any other miscellaneous needs pertaining to group
- Prepare and communicate group needs verbally and in writing to property operation teams
- Create and prepare group informational binders for pre/post convention meeting and assist with meeting set-up
- Answer phones and direct calls accordingly
- Manage any walk-in meeting room requests
- Revamped and conducted onboarding/training for new hires
- Enter and retrieve information contained in computer databases to update records, files, reservations, and answer inquiries from guests
- Operate standard office equipment other than computers
- Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software
- Handle incoming and outgoing mail, including date stamping and distributing incoming mail
- Responsible for coordinating group arrival for hotel's largest revenue-generating client. Ensuring 700+ guestrooms were ready upon guest arrival and executed successfully
Rooms Controller
Los Angeles Airport Marriott
03.2007 - 04.2008
- Implement appropriate booking strategies to verify reservation accuracy, manage hotel of 1004 guestrooms
- Coordinate check-in and pre-registration procedures for arriving groups
- Assign room according to guest request and preferences
- Review/track/accommodate requests for room/check-out changes when possible; communicate status to appropriate staff
- Coordinate with Housekeeping to track readiness of rooms for check-in
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
- Increased sold out nights on a consistent basis by working closely with housekeeping and engineering departments
- Ensure rates match market codes and document exceptions
- Verify and adjust billing for guests
- Identify any over-commitments, perform duplicate reservation checks; block rooms
Front Desk Agent
Los Angeles Airport Marriott
02.2006 - 03.2007
- Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
- Follow up with guest regarding satisfaction with guest-related issues
- Process all payment types such as room charges, cash, checks, debit, or credit
- Process all check-outs including resolving any late and disputed charges
- Answer, record, and process all guest calls, messages, requests, questions, or concerns
- Cash guests' personal checks and traveler's checks
- Managed 100+ distressed passengers multiple times, checking in guests promptly and with ease
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
Education
Associate of Science - Business Administration And Management
El Camino College
Torrance, CA06.2027
High School Diploma -
Morningside High School
Inglewood, United States06.2004
Skills
- Organization
- Time Management
- Detail Oriented
- Problem Solving
- Strong work ethic
- Adaptability
- Fluent in Spanish
- Team leadership and supervision
- Meeting planning
- Office Administration
- Scheduling and calendar management
- Training and coaching
- Computer Proficiency
Licenses Certificates
Life, Accident & Health - California
Awards
- Employee of the Month & Year, 2008
- Manager of the Quarter, 2013
- Supervisor of the Month & Year, 2015
- Manager of the Quarter, 2018
Certification
- Licensed Life, Health and Accident
Languages
Spanish
Native or Bilingual
Timeline
Event Manager
Los Angeles Airport Marriott
06.2016 - 02.2021
Group Housing Supervisor
Los Angeles Airport Marriott
06.2013 - 06.2016
Event Manager
Torrance/Redondo Beach Marriott
05.2012 - 06.2013
Administrative Assistant
Los Angeles Airport Marriott
04.2008 - 05.2012
Rooms Controller
Los Angeles Airport Marriott
03.2007 - 04.2008
Front Desk Agent
Los Angeles Airport Marriott
02.2006 - 03.2007
Associate of Science - Business Administration And Management
El Camino College
High School Diploma -
Morningside High School
- Licensed Life, Health and Accident
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