Hi, I’m
Marcela Vargas
Miami,FL
Summary
Highly skilled Executive with 28 years of experience in the industry, specializing in Sales, Customer Success, Event Planning, Account Management, Training, and Brand Representation. A seasoned leader with a proven history of achieving revenue goals and enhancing guest experiences. Bilingual and adept at developing policies that align with social responsibility and engagement strategies.
Overview
21
years of professional experience
Work History
NovotelMiami, FL
Senior Sales Manager – Task Force
10.2023 - Current
Job overview
- Develop and maintain designated account base to achieve monthly revenue goals ranging from $150,000 - $320,000.
- Implement bi-weekly sales action plans, including solicitation, personal calls, and trade show participation.
- Ensure prompt response to client inquiries and correspondence within 4 hours.
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
- Streamlined internal sales processes for increased efficiency, resulting in improved productivity and reduced overhead costs.
- Established robust CRM system that allowed for accurate tracking of customer interactions, leading to more informed decision-making throughout entire sales process.
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
Independently EmployedMiami, FL
Sales, Events, and Customer Service Consultant
01.2022 - 09.2023
Job overview
- Analyze customer profiles to increase sales and satisfaction by 20%+.
- Develop action plans for 100% client retention and ROI optimization.
- Coordinate skill training and coaching for effective customer engagement.
- Recommend marketing campaigns and events for maximum guests' satisfaction.
- Provided feedback on potential areas for improvement within department based on personal experiences and observations.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Sought ways to improve processes and services provided.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Communicated with management about trends in customer calls to help team efficiency and success
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Hyatt Regency Coral Gables
Director of Events
03.2012 - 06.2020
Job overview
- Executive member of Leadership committee ensuring end-to-end communication with stakeholders.
- Managed financial, customer satisfaction, and employee relations aspects.
- Attained annual sales budget of $4.4M.
- Liaison between Hotel Operations and Customers resulting in increase of guest's satisfaction from 75% to 98% with successful implementation of strategies.
- Surpass employee engagement targets with 94% result achievement and 100% integrated culture.
- Led team of direct report in planning, executing, and delivering guest experiences for conferences, social events, and corporate VIP customers.
- Generated significant cost savings through efficient budget management and effective vendor negotiation tactics.
- Cultivated lasting relationships with key industry partners, expanding company's network of reliable service providers.
- Championed culture of continuous improvement within team, fostering professional growth and heightened performance standards.
- Led post-event evaluations to identify areas for improvement and implement necessary changes for future success and responded directly to customer's feedback.
- Managed complex timelines and resource allocation for multiple concurrent projects without compromising quality or efficiency.
- Researched vendors and locations, liaised between event staff and facilities and arranged teams to coordinate event setup and teardown
- Oversaw event happenings in progress, answered guest questions, acted quickly to resolve problems.
- Built and implemented cost reduction strategies and industry best practices, reduced event expenses and streamlined planning and delivery.
- Created marketing plans, grew event revenue each year by 7% and partnered with area hotels and facilities to confirm continued top service.
Hyatt Regency Miami
Senior Catering Sales Manager
09.2005 - 03.2012
Job overview
- Responsible for 60% of $1.7M annual revenue generated from local catering market.
- Prospected potential sales opportunities in corporate and social market.
- Developed strong relationships with clients and providing personalized catering solutions resulting in increase of 17% event bookings.
- Mentored administrative staff and contributed to training and development of associates.
- Achieved 100% meeting planners' satisfaction, 100% planning phase and 100% likelihood to recommend.
- Increased event bookings by developing strong relationships with clients and providing personalized catering solutions.
- Managed large-scale events successfully, coordinating staff and resources to ensure seamless execution.
- Streamlined communication processes between sales and operations teams, improving efficiency and reducing errors in event planning.
- Conducted site visits with potential clients to showcase venue capabilities and assist them in visualizing their events.
- Mentored junior sales team members, sharing best practices and cultivating supportive work environment.
Sofitel
Director of Catering
07.2003 - 09.2005
Job overview
- Increased 24% event bookings by developing and implementing creative marketing strategies for catering services.
- Streamlined operations by implementing efficient processes in scheduling, staffing, and inventory management for catering events.
- Developed strong relationships with local businesses and community organizations, leading to 14% increased referrals and 33% repeat clientele.
- Evaluated staff performance, providing constructive feedback to enhance skills and maintain high standards of service quality.
- Optimized venue partnerships by maintaining open communication channels and promptly addressing any issues or concerns.
- Enhanced client satisfaction by 34% with personalized event planning and exceptional attention to detail.
- Managed $3.6M budget allocation, negotiating contracts with vendors for cost-effective catering solutions.
- Trained and supervised team members to deliver top-notch service during large-scale catering functions.
- Conducted post-event evaluations with clients to gather feedback on services provided, identifying areas for improvement or potential upselling opportunities.
- Cultivated positive work environment that fostered employee engagement and teamwork in delivering exceptional service to clients.
Education
Florida International UniversityMiami, FL
Bachelor of Science in Hospitality Management
Skills
- CRM
- Administration
- Event Planning
- Customer Experience
- Account Management
- Sales & Marketing
- Relationship Building
- Leadership & Training
- Corporate Social Responsibility
- Sales Tracking
- Business Growth and Retention
- Personnel Management
Workshops And Certifications
- Recruiting and Talent Acquisition
- Public Relations and Networking
- Professional Selling Negotiations
- Professional Selling Skills
- Essentials of Contract Management
- Hyatt Meeting Masters
- Caring for Guests Concerns
- Managing Upward
- Responsible Alcohol Service
- Coaching and Counseling
- Purpose – We Care for People so they can be their Best.
- Values – Respect, Integrity, Humility, Empathy, Creativity, and Fun
- Leading with a Purpose
- Seeking and Giving Feedback to Managers
- Annual Compliance – Active Shooter, Dignity, Respect and Harassment, Code of Business Conduct, Privacy, and Information Security
- Our Commitment to Inclusion
- Special Situations Management
Timeline
Senior Sales Manager – Task Force
Novotel
10.2023 - Current
Sales, Events, and Customer Service Consultant
Independently Employed
01.2022 - 09.2023
Director of Events
Hyatt Regency Coral Gables
03.2012 - 06.2020
Senior Catering Sales Manager
Hyatt Regency Miami
09.2005 - 03.2012
Director of Catering
Sofitel
07.2003 - 09.2005
Florida International University
Bachelor of Science in Hospitality Management