Mary Lou Marston
Napa,CA
Summary
Proven leader in driving operational success, I elevated Kendal Flowers' production efficiency and sales growth through expert operations management and exceptional interpersonal skills. By fostering strong client relationships and leading sales team training, I significantly contributed to achieving and surpassing sales targets, showcasing a decisive and resolution-oriented approach to challenges.
Overview
14
14
years of professional experience
Work History
Manager of Sales and Production
Kendal Flowers
05.2009 - 08.2012
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Coordinated production schedules to ensure timely delivery of high-quality products to customers.
- Delivered key presentations to stakeholders, effectively communicating progress towards organizational goals and highlighting areas for improvement.
- Evaluated employee performance regularly through goal-setting exercises, one-on-one meetings, and constructive feedback sessions that fostered professional growth within the team.
Hotel Reservationist
Best Western Bonanza Inn
02.2001 - 09.2003
- Developed strong working relationships with travel agents and other industry partners, driving repeat business and contributing to overall revenue growth.
- Enhanced guest loyalty by providing personalized assistance throughout the reservation process.
- Actively addressed guest inquiries or complaints regarding their reservations in an empathetic manner while seeking resolutions that align with company policies.
- Resolved guest issues swiftly, resulting in positive feedback from both guests and management.
- Processed reservation modifications and cancellations accurately, minimizing revenue loss for the hotel.
- Provided exceptional communication skills when interacting with guests via phone or email correspondence.
- Supported front desk operations during peak times as needed, helping to maintain smooth guest check-in procedures.
- Collaborated with other departments to ensure seamless booking experiences for group reservations.
- Assisted guests with special requests, ensuring a personalized and memorable experience.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Hotel Reservationist
Sandman Motel
04.1998 - 11.2000
- Developed strong working relationships with travel agents and other industry partners, driving repeat business and contributing to overall revenue growth.
- Enhanced guest loyalty by providing personalized assistance throughout the reservation process.
- Actively addressed guest inquiries or complaints regarding their reservations in an empathetic manner while seeking resolutions that align with company policies.
- Assisted sales department by generating leads for potential group bookings through proactive outreach efforts.
- Resolved guest issues swiftly, resulting in positive feedback from both guests and management.
- Processed reservation modifications and cancellations accurately, minimizing revenue loss for the hotel.
- Provided exceptional communication skills when interacting with guests via phone or email correspondence.
- Supported front desk operations during peak times as needed, helping to maintain smooth guest check-in procedures.
- Assisted guests with special requests, ensuring a personalized and memorable experience.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Bachlors - Cognitive Psychology
University of Phoenix
Tempe, AZ02.2021
Skills
- Operations Management
- Performance Analysis
- Sales team training
- Verbal and written communication
- Positive and upbeat
- Sales Presentations
- Product Knowledge
- Client Relationship Management
- Staff Management
- Sales Tracking
- Performance Management
- Resolution-oriented
- Decisive
- Account Management
- Order Management
- Promotional sales events
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Reliability
- Excellent Communication
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Sales Targeting
- Interpersonal Skills
Timeline
Manager of Sales and Production
Kendal Flowers
05.2009 - 08.2012
Hotel Reservationist
Best Western Bonanza Inn
02.2001 - 09.2003
Hotel Reservationist
Sandman Motel
04.1998 - 11.2000
Bachlors - Cognitive Psychology
University of Phoenix
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