Open To Work
KRISTINA THOMAS
Louisville,KY
Summary
Client-focused leader with 9+ years of experience managing complex accounts from onboarding to partnership growth. Skilled in anticipating client needs and coordinating teams to ensure consistent results. Strong communicator and collaborator, well-suited for Senior Client Success Manager roles in SaaS and technology-driven organizations.
Overview
12
12
years of professional experience
Work History
Sr. Event Service Manager
Embassy Suites Louisville Downtown
Louisville, USA
08.2024 - 03.2026
- Collaborated with clients to define success goals and translate them into actionable execution plans.
- Managed high-touch client account portfolio, balancing competing priorities and timelines to ensure client satisfaction.
- Proactively identified risks and resolved issues in real-time to maintain client confidence.
- Maintained structured communication to track milestones, risks, and engagement progress throughout lifecycle.
- Partnered cross-functionally with sales, operations, and service teams to ensure consistent outcomes.
- Managed budgets, labor, and service performance to optimize client experience and operational efficiency.
- Cultivated long-term client relationships, resulting in increased repeat business, renewals, and referrals.
- Contributed to year-over-year account retention through strategic relationship building with managed clients.
Complex Catering Sales Manager
Embassy Suites
12.2022 - 08.2024
- Managed portfolio of complex group and catering clients, guiding discovery, solution alignment, and contract execution to ensure a steady pipeline of repeat and referral business.
- Facilitated revenue expansion through strategic upselling and tailored service offerings to meet client needs.
- Collaborated with clients to drive engagement and align services with their priorities, enhancing overall service utilization.
- Maintained structured, proactive communication via phone and email to strengthen trust and retention, supporting high client satisfaction scores and long-term loyalty.
Event Manager
Embassy Suites by Hilton Deerfield Beach Resort
Deerfield Beach
01.2020 - 12.2022
- Owned the full customer lifecycle for corporate and social event clients, from onboarding through delivery and post-event follow-up, consistently meeting or exceeding client expectations.
- Guided clients through complex logistics and service decisions, enhancing event effectiveness and satisfaction.
- Coordinated cross-functional teams, ensuring alignment and accountability for successful execution of client commitments.
Group Room Coordinator
Hilton Fort Lauderdale Beach Resort
Fort Lauderdale
08.2017 - 01.2020
- Coordinated room assignments for guests to ensure optimal occupancy and guest satisfaction.
- Managed post-sale group room blocks, ensuring contract accuracy and facilitating smooth onboarding for seamless booking experience.
- Managed reservation systems to maintain accurate records of bookings and availability.
- Resolved client issues, fostering long-term trust and loyalty.
- Collaborated with housekeeping to prepare rooms for arrivals and special requests.
Guest Service Agent
DoubleTree by Hilton Lake Buena Vista
Lake Buena Vista
08.2014 - 08.2017
- Provided personalized customer support at front desk, addressing concerns and facilitating upgrades to improve guest experience.
- Established strong connections with guests to increase satisfaction and foster brand loyalty.
Education
Bachelor of Science - Hospitality Management
University of Central Florida
Orlando, FL08-2017
Hospitality Study Abroad -
Breda University of Applied Sciences
NetherlandsAssociate of Arts - Hospitality Management
Broward College
Davie, FLSkills
- Strategic Account Management
- Client engagement
- Client onboarding
- Client retention strategy
- Renewals and upselling
- Portfolio & Account Ownership
- Executive & Stakeholder Engagement
- Cross-Functional Collaboration
- Risk management
- Process improvement
- Budget management
- Client management
Timeline
Sr. Event Service Manager
Embassy Suites Louisville Downtown
08.2024 - 03.2026
Complex Catering Sales Manager
Embassy Suites
12.2022 - 08.2024
Event Manager
Embassy Suites by Hilton Deerfield Beach Resort
01.2020 - 12.2022
Group Room Coordinator
Hilton Fort Lauderdale Beach Resort
08.2017 - 01.2020
Guest Service Agent
DoubleTree by Hilton Lake Buena Vista
08.2014 - 08.2017
Bachelor of Science - Hospitality Management
University of Central Florida
Hospitality Study Abroad -
Breda University of Applied Sciences
Associate of Arts - Hospitality Management
Broward College