LUCRETIA RUSSELL
Dayton,Maine
Summary
Dynamic leader with a proven track record at The Westin Portland Harborview, recognized for elevating guest experiences and consistently surpassing financial targets. Expertise in client relationship management and proficiency in Lightspeed enabled a remarkable increase in department revenue from $300,000 to $5,000,000 over five years. A skilled negotiator and communicator dedicated to transforming challenges into successes while exceeding objectives. Strong work ethic, adaptability, and exceptional interpersonal skills support a commitment to continuous professional growth.
Overview
23
23
years of professional experience
Work History
Corporate Group Sales Manager
The Westin Portland Harborview
Portland , Maine
08.2024 - Current
- Brought in strong and sustained business through use of strategic sales approaches, market knowledge, and keen business sense.
- Developed sales strategies to maximize revenue growth and market share.
- Forecasted and developed annual sales quotas to determine annual and gross-profit plans.
- Coordinated efforts between departments such as operations, finance, and legal, when necessary.
- Prepared, reviewed and finalized contracts to close sales.
- Implemented processes for tracking customer satisfaction levels through surveys and other methods.
- Coached, developed and motivated team to achieve revenue goals.
- Reviewed proposals submitted by vendors offering discounts or incentives applicable to corporate groups.
- Resolved customer complaints promptly in order to maintain positive relationships with clients.
- Participated in strategic planning sessions regarding product positioning within the marketplace.
- Monitored budgeting process for corporate group sales initiatives ensuring adherence to established guidelines.
- Managed a portfolio of existing accounts while cultivating new business opportunities.
- Supported sales team members to drive growth and development.
- Built sales forecasts and schedules to reflect desired productivity targets.
Rooms Controller
The Westin Portland Harborview
Portland, Maine
01.2023 - 08.2024
- Maintained accurate accounts through consistent charge posting and billing practices
- Monitored staff performance through evaluations, coaching sessions, and employee recognition programs
- Created and managed budgets for Rooms Division department to ensure financial targets were met
- Implemented policies and procedures designed to enhance overall guest satisfaction during their stay
- Collaborated with other department heads to create seamless guest experience from check-in to check-out
- Participated in sales calls or site visits with potential clients interested in booking accommodations at property
Front Desk Supervisor
The Westin Portland Harborview
Portland, Maine
07.2022 - 01.2023
- Manager on Duty for the hotel (nights and weekends)
- Maintained impeccable records, schedules, and financial accounts
- Met coverage demands with well-balanced schedules and staff assignments
- Collaborated with housekeeping and maintenance teams to address any room issues or concerns promptly
- Prepared daily reports detailing reservations, check-ins, check-outs, revenue generated, and any notable incidents
- Trained new employees on front desk procedures, software systems, and customer service practices
- Reviewed guest satisfaction surveys regularly to identify areas for improvement within department
Group and Meetings Department Manager
Partners Travel
Portland, Maine
09.2016 - 08.2021
- Managed all groups and meetings for all high profile clients, specializing in but not limited to academic travel
- Created proposals based on given criteria
- Contract negotiations, program and website design, all vendor management as well as SAP Concur integration
- My primary client was MIT and when I started at the company we only had a few of their groups
- My dedication to client satisfaction as well as my quality work, within a year, I managed their entire admission travel program as well as all of their sports team
Inbound Sales and Retention Manager
Time Warner Cable
Portland, Maine
04.2007 - 04.2012
- Manage daily operations of an Inbound Sales and Retention team with a primary focus on managing productivity and sales
- Strengthened the company's business by implementing a call center Helpline Questions/Answers communication document: which decreased calls to our helpline by over 60% and increased team daily productivity by over 20%
- I trained, coached and mentored staff to ensure smooth transition from taking New England sales calls to all regional sales calls, including Central New York, Western New York and Albany
- I consistently surpassed monthly and annual goals for the past 5 years which resulted in an excellent rating for my annual reviews in 2007, 2008, 2009, 2010 and 2011
- Upon leaving my position in April 2012 my remaining team members were the #3 teams in the Northeast region that consisted of 13 teams
Director of Group Sales
Hurley Travel Experts
Portland, Maine
02.2002 - 04.2007
- Solicited and managed all group travel projects
- Created proposals, budgets and agendas for all groups and worked closely with clients COO's or CFO's to manage group budgets throughout planning and implementation of all events
- Traveled with clients on sight inspections to ensure hotel and vendor quality and was responsible for all hotel, vendor and airline negotiations
- I grew the group department from $300,000.00 to almost $5,000,000.00 in the 5 years I was there
Education
CornerStone of Leadership - Executive 2 year Management Training Program
12.2004
Associate in Arts (A.A.) - Travel/ Tourism
Endicott College
Beverly, Ma01.1992
Skills
- CI/TY
- Lightspeed Expertise
- Consistently Exceeds Objectives
- Client Relationship Management
- Excellent communication skills
- Skilled in Lead Nurturing
- Proactive Self-Starter
- Project Execution
- Client Relationship Management
- Skilled Negotiation Techniques
Timeline
Corporate Group Sales Manager
The Westin Portland Harborview
08.2024 - Current
Rooms Controller
The Westin Portland Harborview
01.2023 - 08.2024
Front Desk Supervisor
The Westin Portland Harborview
07.2022 - 01.2023
Group and Meetings Department Manager
Partners Travel
09.2016 - 08.2021
Inbound Sales and Retention Manager
Time Warner Cable
04.2007 - 04.2012
Director of Group Sales
Hurley Travel Experts
02.2002 - 04.2007
CornerStone of Leadership - Executive 2 year Management Training Program
Associate in Arts (A.A.) - Travel/ Tourism
Endicott College
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