Melody Telgen
Lake Worth,Florida
Summary
Collaborative leader with dedication to promoting an engaging and empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced setting. An empathetic leader who seeks to understand and is equitable to all.
Overview
9
9
years of professional experience
Work History
Manager - Reservations
The Breakers Palm Beach
2021.06 - Current
- Created a "Training Team" with our Supervisor and Lead Reservations Sales Associate; allowing me to focus on expanding my responsibilities
- Remade our Reservations Training Manual with a focus on making it more effective for our remote team
- Provides mentorship and guidance to my coaching team through one on one coaching sessions, annual Be Engaged, call scores and shared experiences
- Talented in creating visually appealing posts for the team; Kudos, refreshers, holiday memos etc.
- Exercises sound judgement and discretion when in contact with sensitive information
- Works productively on my own and symbiotically with colleagues
Reservations Supervisor
The Breakers Palm Beach
2021.03 - 2021.05
- Assisted with VIP inquiries received from Executive Leadership and Sales
- Became the leader of Reservations Training and new hire set up
- Tailored the training environment to remote work with interactive and engaging online platforms. Received glowing reviews from trainees
- Began call scoring and providing consistent feedback to Reservations Sales Associates
Reservations Sales Associate
The Breakers Palm Beach
2018.07 - 2021.02
- Showcases The Breakers to potential and returning guests while providing exceptional service
- Secures reservations accurately and efficiently while guiding the guest through an engaging conversation
- Maintains strong communication with fellow team members and throughout all Inboxes
- Skilled in painting the picture of the hotel's amenities and offerings
Guest Service Coordinator
The Breakers Palm Beach
2017.11 - 2018.06
- Anticipated guest's needs during their arrival and departure from the hotel. Ex, water for a guest returning from a walk or an umbrella for a guest stepping out in the rain
- Ensure the keys of our guests are properly organized for the success of the daily operation
- Reconciles the overnight revenue for the Guest Services Department
- Operate calmly, quickly and effectively through high pressure moments
Sales Administrative Assistant
PGA National Resort & Spa
2016.05 - 2017.11
- Extensive knowledge in Delphi, Market Vision & Opera
- Creates, edits and reviews beautiful Contracts and Proposals for the Sales Team to present to clients interested in PGA National
- Manage the following for my assigned Managers: travel arrangements, Outlook calendar, expense reports and delegated emails
- Processing definite bookings and executing turnovers with very detailed information for Conference Services and surrounding departments
Lead Front Desk Agent
PGA National Resort & Spa
2014.11 - 2016.05
- Executed positive demeanor to each and every visitor approaching front desk.
- Established a great rapport with guests and colleagues
- Trained new team members at the Front Desk
Education
Certification -
Dale Carnegie Leadership Course
12.2022
Trainer Development Course (CHDT) -
American Hotel & Lodging Educational Institute
09.2022
Certification -
The Predictive Index
2022
Hospitality & Tourism Management -
Florida Atlantic University
11.2020
High School Degree -
Seminole Ridge High School
05.2015
Skills
- Empathy and Understanding
- Expert in Navis, HMS, Resort Suite, Open Table, Outlook
- Staff Training and Development
- De-escalation of unsatisfied guests
- Professionalism and composure under pressure
- Discretionary and Cautious
- Certified in Microsoft Office (Excel, Word, Power Point)
- Strategic Planning Skills / Time Management
- Strong and Effective Communicator
- Deemed "Quality Service Professional" at The Breakers Palm Beach
- Highly Organized
- Performance Management / Coaching
Timeline
Manager - Reservations
The Breakers Palm Beach
2021.06 - Current
Reservations Supervisor
The Breakers Palm Beach
2021.03 - 2021.05
Reservations Sales Associate
The Breakers Palm Beach
2018.07 - 2021.02
Guest Service Coordinator
The Breakers Palm Beach
2017.11 - 2018.06
Sales Administrative Assistant
PGA National Resort & Spa
2016.05 - 2017.11
Lead Front Desk Agent
PGA National Resort & Spa
2014.11 - 2016.05
Certification -
Dale Carnegie Leadership Course
Trainer Development Course (CHDT) -
American Hotel & Lodging Educational Institute
Certification -
The Predictive Index
Hospitality & Tourism Management -
Florida Atlantic University
High School Degree -
Seminole Ridge High School
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