Mary Wallace
McLean,VA
Summary
Dynamic professional with extensive experience in guest relations and customer service at Marriott. Proven track record in conflict resolution and feedback analysis, driving service quality improvements. Adept at identifying growth opportunities and executing successful projects, ensuring client satisfaction while maintaining safety compliance. Strong communicator committed to delivering exceptional results.
Overview
12
12
years of professional experience
Work History
Concierge
Compass Concierge Services
Chevy Chase, Maryland
11.2020 - 04.2024
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Kept updated records of guest feedback forms in order to measure service quality over time.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
Sales Executive
Marriott - Mid Atlantic
Arlington, VA
03.2018 - 04.2019
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Initiated contact with prospects via email campaigns or cold calls to generate leads.
Account Director, Business Travel Sales
Westin Alexandria
Alexandria, VA
02.2013 - 03.2018
- Conducted regular meetings with clients to review project progress and discuss potential changes or modifications.
- Served as a liaison between the client and internal teams to ensure successful execution of projects.
- Resolved any conflicts between clients' needs, requirements and available resources, capabilities within the organization.
- Identified new business opportunities by researching the market and staying abreast of competitor activities.
Account Director
Starwood Hotels & Resorts Worldwide, Inc.
Washington, DC
01.2012 - 02.2013
- Identified new business opportunities by researching the market and staying abreast of competitor activities.
- Participated in brainstorming sessions with internal teams to generate fresh ideas for upcoming campaigns and projects.
- Analyzed customer data to identify trends in consumer behavior and develop targeted strategies accordingly.
- Offered knowledgeable customer support by staying up-to-date on company products and services.
Education
Some College (No Degree) - Public Relations - Course Work (Feb-May 1983)
Northern Virginia Community College
Alexandria, VASkills
- Guest relations
- Call management
- Customer service
- Feedback analysis
- Safety compliance
- Conflict resolution
Accomplishments
- My experience includes 20+ years in the Hospitality Field, Business Travel & Corporate/Group Sales for Marriott/Starwood Hotels.
- Honors received: North American Platinum Sales Award/Sales Manager of the Year (2003) - Sheraton Premiere Hotel, Tysons Corner, Vienna, VA
- North American Platinum Sales Award/Sales Manager of the Year (2007) -Sheraton Premiere Hotel, Tysons Corner, Vienna, VA
- Certified as Trainer for new customer Service initiatives - Sheraton Premiere Hotel
- Former Past President of The Silverliners (Washington, DC Chapter) - 2 year term (Club for former Eastern Airlines Flight Attendants)
.
References
References available upon request.
Timeline
Concierge
Compass Concierge Services
11.2020 - 04.2024
Sales Executive
Marriott - Mid Atlantic
03.2018 - 04.2019
Account Director, Business Travel Sales
Westin Alexandria
02.2013 - 03.2018
Account Director
Starwood Hotels & Resorts Worldwide, Inc.
01.2012 - 02.2013
Some College (No Degree) - Public Relations - Course Work (Feb-May 1983)
Northern Virginia Community College
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