Martha White
Henderson,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success.
Overview
21
21
years of professional experience
Work History
Project Manager
Terrace Finance
Henderson, NV
09.2022 - Current
- Perform account reconciliations.
- Investigate and resolve account irregularities or inquiries.
- Track and monitor payment execution to make sure that customer and merchant requirements are met.
- Establish funding process flows from purchase by customer to payment of merchant.
- Complete monthly sales use tax filings in all fifty states and US territories.
- Support projects as assigned by management.
Case Manager, COVID Incident Response Team
The Cosmopolitan Of Las Vegas
Las Vegas, NV
07.2020 - 07.2023
- Interact with co-workers and department leadership in response to COVID-19 related inquiries.
- Conduct interviews with coworkers, communicate with department leadership and perform contact tracing protocols related to COVID-19.
- Advise coworkers on COVID-19 testing protocols while maintaining accurate records on coworkers' case logs.
- Maintain regular communication with coworkers and department leaders as part of case management duties.
- Manage coworker's return to work process after quarantine/isolation ends.
- Follow all documented processes and protocols related to case management and contact tracing.
Senior Account Executive Catering & Conference Svc
The Cosmopolitan Of Las Vegas
Las Vegas, NV
08.2013 - 12.2020
- Managed the planning, execution and supervision of assigned events.
- Communicated all group specifications and history to appropriate operational departments.
- Accurately forecasted group revenues according to established guidelines.
- Proactively upsold to customer based on their needs.
- Ensured proper use of function space, exhibit hall and overall event space.
- Made certain that all conferences adhered to company policies, fire department regulations, collective bargaining agreements and other applicable government regulations.
- Managed groups as large as 3,000 people which have generated over $2 million in hotel revenue.
Senior Convention Services Manager
Wynn & Encore Hotel
Las Vegas, NV
02.2005 - 07.2013
- Involved in the opening of two of Las Vegas' much anticipated mega-resorts.
- Planned the execution of high-profile/complex convention group programs ranging in size from 300 to 2,000+ sleeping rooms.
- Helped oversee immediate day-to-day operations of over ten Convention Services personnel.
- Liaised with hotel executives/personnel during meetings/events to represent departmental interests.
- Acted as meeting planner's primary hotel contact and be responsible for the delivery of a successful program while ensuring that all contractual obligations between hotel and client are fulfilled.
- Coordinated and oversaw the implementation of specified meeting needs (i.e. room layout, audio visual, telecommunications).
- Ensured that all applicable hotel departments receive and properly execute specific details of the group's program ranging from rooming lists, room drops, limo transfers, restaurant/show reservations, etc.
- Closely monitored group's overall financial obligations with emphasis on deposits, establishment of credit and master billing.
Education
Bachelor of Science - Hotel Administration
University of Nevada - Las Vegas
Las Vegas, NV05-1996
Bachelor of Science - Business Administration
University of Nevada - Las Vegas
Las Vegas, NV08-1994
Skills
- Documentation Proficiency
- Compassionate and Caring
- Database Maintenance
- Attention to Detail
- Conflict Resolution
- Critical Thinking Skills
- External & Internal Customer Relations
- Time Management
- Service Orientation
- Decision Making
- Team Leadership and Motivation
Affiliations
- Member - Alpha Kappa Alpha Sorority, Theta Theta Omega Chapter
- Volunteer - Girl Scouts of Southern Nevada
Timeline
Project Manager
Terrace Finance
09.2022 - Current
Case Manager, COVID Incident Response Team
The Cosmopolitan Of Las Vegas
07.2020 - 07.2023
Senior Account Executive Catering & Conference Svc
The Cosmopolitan Of Las Vegas
08.2013 - 12.2020
Senior Convention Services Manager
Wynn & Encore Hotel
02.2005 - 07.2013
Bachelor of Science - Business Administration
University of Nevada - Las Vegas
Bachelor of Science - Hotel Administration
University of Nevada - Las Vegas