Mikalla Tillman
Orlando,FL
Summary
Motivated and empowered hospitality worker committed to customer satisfaction. Enthusiastic, energetic professional with exceptional communication skills. Highly experienced and knowledgeable with hospitality technology and CRM software's. Collaborative and engaging, with a proven track record of continuously maximizing guest services to promote high levels of individuals' satisfaction and retention with the organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sales and Events Manager
Spring Hill Suites and Residence Inn by Marriott
08.2023 - Current
- Identifies operational challenges associated with the group and works with the operations team staff and customer to solve these challenges and/or develop alternative solutions.
- Oversees the customers experiences from file turnover through the post event phase until turnover back to sales.
- Up-sells products and services throughout the event process.
- Manages revenue and profitability associated with events.
- Forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.
- Interacts with guests to obtain feedback on product quality and service levels.
Excursions Director
American Cruise Lines
10.2021 - 08.2023
- Arrange, confirm and adjust, as necessary, all shore excursions, explorations, adventures and transfers, by cross-referencing various information regarding guest experiences, requests, itineraries, the weather, etc. To ensure that individuals receive a positive experience.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
Assistant Front Office Manager/Manager on Duty
Residence Inn by Marriott
02.2017 - 03.2021
- Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction by 20% or more by working closely with department managers and supervisors to develop them both personally and professionally on the Marriott standards this allowed for open discussion and output from the team to assist in building brand loyalty and employee retention.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Streamlined check-in and check-out processes for a smoother guest experience. The accuracy and timeliness of the check-in process improved by 10%.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations during peak and non peak seasons.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Reviews comment cards and guest satisfaction results with associates.
Sales and Events Manager
Residence Inn by Marriott
02.2019 - 02.2020
- Traveled outside the hotel to meet with customers and prospective clients, responsible for assisting the Director of Sales in the development of market segments and soliciting of new customer relationships and accounts while maintaining existing relationships with current accounts, consistently striving to maximize revenue and promote relationships through effective negotiation of guestrooms, meeting space rental and food and beverage services.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Reviews billing and payments with clients.
- Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
Education
Bachelors in Hotel and Resort Management - Hospitality
State University of New York At Delhi
Delhi, NY12.2016
Skills
- Time Management
- Product Knowledge
- Performance Management
- Sales Strategies
- Strategic Planning
- Negotiation
Certification
American Red Cross CPR, 02/2035
Timeline
Sales and Events Manager
Spring Hill Suites and Residence Inn by Marriott
08.2023 - Current
Excursions Director
American Cruise Lines
10.2021 - 08.2023
Sales and Events Manager
Residence Inn by Marriott
02.2019 - 02.2020
Assistant Front Office Manager/Manager on Duty
Residence Inn by Marriott
02.2017 - 03.2021
Bachelors in Hotel and Resort Management - Hospitality
State University of New York At Delhi
American Red Cross CPR, 02/2035
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