Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Michelle Moore, CDME, CMP, HMCC, CHIA

Orlando,FL

Summary

Detail-oriented professional with over two decades of experience in sales, marketing, and customer service within corporate and non-profit member organizations. Proven success leading a team and exceeding goals, while establishing long-term relationships with clients and maintaining strong reputation for providing customer satisfaction. Committed to streamlining procedures while optimizing employee talent. Exceptional knowledge of Central Florida market conditions and extensive network of hospitality, meetings and events industry professionals. Passionate about growing and developing successful teams through inspiration and fun.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Sr. Director Meeting Sales & Services

Experience Kissimmee
01.2018 - Current
  • Lead and mentor team of six meeting sales and service professionals in addition to cross-functional staff in event planning, marketing, and communications teams.
  • Manage third-party partnerships and international market for meetings and conventions.
  • Collaborate with CEO and leadership team to develop team culture, strategic plan, crisis communication plan, and partner engagement and retention programs.
  • Designed and implemented over 15 sales and service performance standards to help organization achieve global accreditation.
  • Champion operating processes to ensure consistency in data recording, reporting, and partner relations.
  • Present team highlights and industry trends to Board of Directors and Board of County Commissioners.
  • Partner with Digital Marketing and Communication teams for sales activities opportunities and website design to reach target audiences and promote partners.
  • Through exceeding sales goals, contribute to increasing organization's overall annual budget to $25 million.
  • Develop annual budget, meeting, and sustainability incentive programs.
  • Facilitate local leadership committee with major meeting hotel partners to strengthen relationship and develop marketing, research, and support resources for group business.
  • Build relationships with clients, partners, and community to establish long-term business growth.
  • Resolve problems with high-profile customers to maintain relationships and increase repeat business.
  • Partner with Research team to evaluate existing market focus, production, and future pace to determine opportunities to enhance growth.

Director of Sales

Experience Kissimmee
01.2016 - 01.2018
  • Managed team of meeting sales managers and budget including sales and marketing activities and meeting incentive.
  • Increased lead volume by 50%.
  • Invited by major industry event organizers to present destination trends, challenges, and opportunities during event panels and webinars.
  • Partnered with Community Relations team to develop CSR (Corporate Social Responsibility) and DEI (Diversity, Equity, and Inclusion) resources for partners and clients.

Destination Services Senior Manager

Visit Orlando
01.2012 - 01.2016
  • Continued responsibilities as Destination Services Manager in addition to focusing on: promoted department services to internal teams and external clients.
  • Managed relationships with key Citywide trade associations and corporate accounts throughout planning process.
  • Served as team lead to 1,200 members to support member benefit inquiries to aid in member retention programs and increase engagement.
  • Reviewed and analyzed CRM reports required for planning and tracking all client follow-up and interactions

Destination Services Manager

Visit Orlando
01.2008 - 01.2012
  • Served as liaison between meeting planners and Visit Orlando members; educated on value of membership with Visit Orlando and all services available.
  • Solicited meeting planners through personal calls to generate leads for convention assistant program and obtain new business for service members.
  • Managed over 50 accounts through utilizing CRM software, Microsoft Office, and Adobe programs; D3000 and Salesforce
  • Participated in trade shows and sales missions to promote destination and educate clients about services to help support attendance building needs of conventions.
  • Planned and executed pre-conference FAMS (Familiarization trips), site inspections, and city tours for convention groups and their exhibitors from 10-150 people.

Travel Industry Marketing Representative Europe

Visit Orlando
11.2005 - 01.2008
  • Developed marketing materials, collaborating with colleagues to maintain consistent brand voice for European and Canadian travel trade; tour operators, wholesalers, travel agents, airline partners.
  • Served as liaison and managed all monthly reports with international representative offices located in Europe.
  • Processed all purchase orders, expense reports, invoices, check requests for Manager.
  • Represented Visit Orlando at various global trade shows and client events in US, Canada, England, Ireland, Iceland, and throughout Scandinavia.
  • Organized and lead destination familiarization trips for European clients to Orlando in collaboration with international representative offices.
  • Partnered with all Central Florida attractions and major theme parks, including their international representatives, on client projects and events.
  • Attended industry events and trade shows to promote brand and build relationships with potential customers.

Account Executive Creative Department Contractor

Starwood Vacation Ownership
06.2005 - 11.2005
  • Worked as contractor within creative department for vacation ownership resorts.
  • Managed collateral and creative process for opening of St. Regis New York City.
  • Worked directly with brand's General Managers to identify their creative goals and objectives and communicate to in-house creative team.
  • Conducted internal and external meetings with Creative Department and Project Managers for all brand properties; managed workflow of all open creative projects, coordinated resort collateral changes with copywriters and artists.

Senior Travel Industry Account Manager

The Ritz-Carlton /JW Marriott Orlando Grande Lakes
06.2004 - 06.2005
  • Developed and implemented quarterly marketing plans for travel agent partnerships in key markets to increase overall market share in Orlando
  • Attended brand sales missions, client events, networking programs representing The Ritz-Carlton and JW Marriott brands in various cities.
  • Managed VIP programs and special client requests that required response and follow-up time within four hours to maintain brand standards.
  • Organized and led familiarization trips to Grande Lakes Orlando, which involved scheduled activities throughout resort, site inspection tours, receptions, and dining functions with high profile clients.

Travel Industry Account Manager

Hyatt Regency Grand Cypress
05.2002 - 06.2004
  • Traveled domestically and internationally to conduct sales presentations and training with wholesale partners and clients.
  • Negotiated and maintained annual domestic and international contracts for local corporate accounts and wholesale partners.
  • Developed and implemented strategic marketing and sales plans for Individual Travel market; created promotional offers, lead property tours, hosted networking events, trained internal departments and clients.
  • Compiled various industry reports and created monthly production reports to determine industry trends and revenue need opportunities for hotel quota.

Education

Bachelor of Science - Business Administration/Marketing

Frostburg State University
Frostburg, MD
12.2001

Skills

  • Adaptability
  • Business Development
  • Communication
  • Customer Relationship Management: D3000, Salesforce, Simpleview
  • Creativity
  • Developing Partnerships
  • Digital Marketing
  • Networking
  • Presentations
  • Problem-Solving
  • Public Speaking
  • Strategic Planning
  • Team Building

Affiliations

Destinations International Convention Sales & Services Committee Co-Chair: 2022-Present

MPI, Meeting Professionals International member: 2016 – Present

Board of Directors, Director of Strategic Partnerships, MPI Greater Orlando Chapter: July 2021 – June 2022

PCMA, Professional Convention Management Association, Southeast Chapter: 2018 – 2020

SITE Global Orlando Planning Committee: 2015

IPW Orlando Planning Committee: 2006

Certification

CDME, Certified Destination Management Executive: Destinations International, 2020 – Present

CMP, Certified Meeting Professional Designation: EIC Council 2012 - Present

HMCC, Healthcare Meeting Compliance Certificate: MPI 2018 – Present

CHIA, Certification in Hotel Industry Analytics: STR 2019 – Present



Timeline

Sr. Director Meeting Sales & Services

Experience Kissimmee
01.2018 - Current

Director of Sales

Experience Kissimmee
01.2016 - 01.2018

Destination Services Senior Manager

Visit Orlando
01.2012 - 01.2016

Destination Services Manager

Visit Orlando
01.2008 - 01.2012

Travel Industry Marketing Representative Europe

Visit Orlando
11.2005 - 01.2008

Account Executive Creative Department Contractor

Starwood Vacation Ownership
06.2005 - 11.2005

Senior Travel Industry Account Manager

The Ritz-Carlton /JW Marriott Orlando Grande Lakes
06.2004 - 06.2005

Travel Industry Account Manager

Hyatt Regency Grand Cypress
05.2002 - 06.2004

Bachelor of Science - Business Administration/Marketing

Frostburg State University

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Michelle Moore, CDME, CMP, HMCC, CHIA