Milena Waqalafa

- Actively source and qualify potential client through various channels.

- Coordinate and schedule sales meetings with clients.

- Update and maintain accurate client information with the CRM system, tracking interactions and follow ups.

- Respond to client inquires, address concerns, and provide basic information about Encore's event technology solutions.

- Manage sales pipeline, generate reports, and handle administrative tasks as needed.

• Built rapport with repeat customers, fostering long-term loyalty to the brand.
• Increased sales by building strong customer relationships and providing excellent service.

• Correspond with prospects and answer any questions about the hotel's venue options, rates, room types, venue packages, or promotions
• Sending out proposals and collecting invoices
• Coordinate with the sales and marketing team to execute events or conferences
• Answer client / bookers questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants etc.)
• Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests
• Responsible for coordinating internally with the sales & marketing team
• Generating reports, preparing proposals, collections details, coordinating with clients & suppliers
• Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, banquet event orders, rooming lists etc)
• Gather materials and assemble information packages (e.g
• Brochures, promotional materials, sales demo kit, welcome kit, souvenir etc.)
• Generate group and/or corporate leads through internet prospecting, networking, and telemarketing
• Assist sales team by managing schedules, filing important documents and communicating relevant information
• Arrange and co-ordinate meetings, events and any appointments
• Interaction with client in regards to leads, hotel needs and client travel
• Meets with clients in the absence of the Director of Sales or Sales Managers to effectively and professionally convey details of the sale to the client
• Perform hotel site tours with potential clients
• Monitor, screen, respond to and distribute incoming communications
• Design, upload, extract and maintain customer databases
• Create and manage Company and Travel Agent profiles on the property management system
• Load and Manage Rate Codes to the Hotel Software, And link the negotiated rates to the correct company profiles

• Schedule personnel for multiple complex events for a variety of customers, that require the coordination of multiple resources
• Scheduled office meetings and client appointments for staff teams
• Completes and receives event dates and schedules appropriate resources
• Revised schedules as cancellations and/or additions occur and communicates with the appropriate personnel
• Developed and implemented filing system to improve document organization and management
• Assist in the recruiting, hiring, and onboarding of new staff members
• Follows complex scheduling guidelines and interprets event needs
• Communicate effectively regarding actual and potential schedule changes to same-day and/or future events
• Independently schedule events using multiple systems and applications
• Uses knowledge and experience in scheduling to assist supervisors, colleagues, and other managers in problem resolution
• Developed and produced reports as needed, including budget/volume, personnel/procedures, and procedure/charge analysis
• Liaison with leadership to determine scheduling resource needs
• Advised management of personnel and equipment resource availability and utilization and assists in meeting scheduling demands
• Reviewed accuracy of data entries and informs inputters of errors and corrects errors
• Uphold department time and attendance policy, observe blackout dates, and adheres to scheduling availability requirements
• Proficient in programs and platforms such as FileMaker, CaterXpert, Microsoft Office, etc

• Manage online and phone reservations
• Run and review daily reports/logs
• Process all guests' reservations, including guest follow up, obtaining all necessary information and accurately entering it into computer systems
• Identify and explain room features to guests, supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
• Complete designated cashier and closing reports in the computer system
• Accept and record wake-up call requests and deliver to appropriate department
• Count bank at beginning and end of shift; secure bank

• Answer all calls for Fabio Trabocchi Restaurants in the Washington DC area
• Sell and maximize booking options for guests through our booking platform
• Receive and record guests' reservations whether on the phone or online reservation system and assign tables according to customer's request and automated system recommendations
• Ensure menus are up to date
• Speak with guests to ensure satisfaction with food, service, and the booking
• Inform management as necessary regarding need for dining room supplies and equipment
• Perform any other duties as assigned by Management

• Process all guests check in and check outs
• Answer, record, log, and process all guest calls, requests, questions, or concern
• Operate telephone switchboard station
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
• Advise guest of any messages received
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
• Receive, record, and relay messages accurately, completely, and legibly
• Activate/deactivate guest room message lights as appropriate
• Instruct guests on how to access the internet, transfer guests with problems to provider's customer support line
• Test communications equipment to ensure it works properly
• Respond to special requests from guests with unique needs
• Contact appropriate individual or department as necessary to resolve guest call, request, or problem
• Follow up with guests to ensure their requests or problems have been met to their satisfaction
• Dispatch bell staff or valet staff as needed
• Create positive and memorable guest interactions within the lobby and front desk