MICHELLE CRUZ
Tampa
Summary
Experienced and relationship-driven sales professional with over a decade of success in sales and team leadership within the hospitality industry. Since 2019, have led as Team Lead at Hilton Grand Vacations (HGV), consistently exceeding sales goals, mentoring team members, and building trusted partnerships across Hilton hotel properties. Now ready to transition from a top-producing sales leader into a formal Manager role—bringing a passion for team development, operational excellence, and a commitment to exceptional hospitality.
Overview
18
18
years of professional experience
Work History
Guest Ambassador Team Lead
Hilton Grand Vacations (HGV)
11.2019 - Current
- Lead a team across Hilton hotel locations throughout Tampa Bay, including St. Petersburg and Reddington Beach.
- Exceeded monthly individual and team sales goals consistently, driving high performance across the team including APP and VPG.
- Mentored and developed team members to improve retention and skill growth.
- Acts as a direct liaison between Hilton Hotels and HGV, fostering strong partnerships and aligned objectives.
- Provides tools and award incentives for hotel team members to strengthen partnerships and increase HGV sales volume.
- Delivers hotel-related guest services, including personalized recommendations for local restaurants, attractions, and activities to enhance guest satisfaction.
- Demonstrates strong problem-solving abilities and savvy influence skills to overcome challenges and drive results.
- Maintains meticulous documentation and effective time management to ensure operational excellence.
Guest Ambassador Team Lead
Hilton Grand Vacations (HGV)
07.2019 - 11.2019
- Promoted for top performance
- led hotel partnership to highest bonus tier in Orlando.
- Maintained a top 3 team ranking out of 25+ sales team.
- Contributed to onboarding and ongoing development of new hires.
Guest Ambassador / Hilton Select
Hilton Grand Vacations (HGV)
03.2015 - 07.2019
- Consistently exceeded sales goals and maintained top guest satisfaction ratings.
- Marketed Vacation Club services complying with national and international guidelines.
Interior Sales & Design Consultant
Home Depot Interiors
08.2013 - 05.2015
- Managed in-home consultations for full remodel projects.
- Maintained perfect customer satisfaction and was on track for Million Dollar Sales Status.
Business Account Manager
Sprint Corporation
02.2008 - 08.2013
- Managed client portfolios and exceeded sales targets.
- Recognized for consistent growth and client satisfaction.
Education
Associate of Science - Interior Design
Southern College
Skills
- Goal oriented
- Teamwork and collaboration
- Customer relationship building
- Listening skills
- Problem-solving skills
- Time management
- Decision-making
- Verbal and written communication
- Team leadership
- Business growth and retention
Timeline
Guest Ambassador Team Lead
Hilton Grand Vacations (HGV)
11.2019 - Current
Guest Ambassador Team Lead
Hilton Grand Vacations (HGV)
07.2019 - 11.2019
Guest Ambassador / Hilton Select
Hilton Grand Vacations (HGV)
03.2015 - 07.2019
Interior Sales & Design Consultant
Home Depot Interiors
08.2013 - 05.2015
Business Account Manager
Sprint Corporation
02.2008 - 08.2013
Associate of Science - Interior Design
Southern College
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