LAURA KLEIN
Memphis,TN
Summary
Background: Extensive experience in full-service and luxury hotel sales and operations.
Current Role: Develop and audit field support resources and activations aligned with enterprise initiatives. Focused on advancing Stay Score and supporting Hilton's global growth strategy.
Overview
9
9
years of professional experience
Work History
Manager, Brand Resources & Support Platforms
Hilton
08.2023 - Current
- Create and manage content for online platforms (BOOST, Lobby, Owners Portal) including copywriting, script-writing and facilitation, producing over 125 pieces of content annually.
- Develop and implement action plans, job aids, and content across platforms to support hotel leaders in driving Stay Score and market profitability.
- Collaborate with subject matter experts on cross-functional projects and presentations across all Hilton brands, identifying future educational opportunities.
- Conduct quarterly and ad-hoc content audits to ensure accuracy and relevancy of resource materials for hotel leaders.
Manager, Hotel Leader Support
Hilton
08.2021 - 08.2023
- Applied knowledge of key hospitality industry performance measures to assist an average of 25-30 hotel leaders daily.
- Collaborated with Hilton partners across the organization to identify and implement performance-based strategies.
- Served as an Emergency Support agent, assisting hotel partners with media requests, PR needs, and crisis events on an ad hoc basis.
Director of Sales
Aparium Hotel Group, Hu. Hotel Memphis
01.2021 - 08.2021
- Directed Sales and Marketing for a 110-room hotel, managing incoming leads, site tours, reporting needs, and administrative tasks during the pre-opening phase.
- Monitored customer travel trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
Senior Group Sales Manager
Conrad Chicago
06.2019 - 01.2021
- Collaborated with the revenue team to build and implement action plans to drive earnings within the downtown Chicago market, increasing local business by 20% year-over-year.
- Analyzed market data and customer feedback to refine strategies and maximize revenue growth.
Senior Complex Business Travel Sales Manager
Conrad Chicago + Waldorf Astoria Chicago
05.2018 - 06.2019
- Responsible for selling two luxury hotel properties in downtown Chicago, totaling 502 guestrooms.
- Signed 40+ new clients, resulting in approximately $80K in increased local revenue for the hotel properties from Q3 2018 to Q2 2019.
Senior Conference Services Manager
James Chicago Magnificent Mile
10.2017 - 05.2018
- Managed over 250 programs, generating over $900K in F&B revenue and $1.2M in rooms revenue.
- Coordinated with various departments to ensure seamless execution of events and maximize guest satisfaction.
Conference Services Manager
The Kimpton Gray Hotel
04.2016 - 10.2017
- Manager of two Sales & Catering coordinators; Added value to existing group / catering programs, averaging over $5K additional revenue per $20K program
Timeline
Manager, Brand Resources & Support Platforms
Hilton
08.2023 - Current
Manager, Hotel Leader Support
Hilton
08.2021 - 08.2023
Director of Sales
Aparium Hotel Group, Hu. Hotel Memphis
01.2021 - 08.2021
Senior Group Sales Manager
Conrad Chicago
06.2019 - 01.2021
Senior Complex Business Travel Sales Manager
Conrad Chicago + Waldorf Astoria Chicago
05.2018 - 06.2019
Senior Conference Services Manager
James Chicago Magnificent Mile
10.2017 - 05.2018
Conference Services Manager
The Kimpton Gray Hotel
04.2016 - 10.2017