Monique Kirkland
Leesburg,VA
Summary
Proven leader in hospitality and administrative management, with a track record of enhancing guest experiences and streamlining operations at Embassy Suites. Excels in problem-solving and customer service, achieving over 20% increase in event bookings. Skilled in meeting planning and schedule management, adept at driving efficiency and exceeding sales goals through innovative strategies.
Overview
15
15
years of professional experience
Work History
Scheduling Coordinator/Administrative Assistant
MC Fence & Deck, LLC
Ashburn, VA
03.2020 - 01.2025
- Utilized advanced software, scheduled specific platforms, to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues, developed quick solutions, and managed daily scheduling conflicts.
- Answered a multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressed concerns effectively, and built strong relationships.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
Lead Care Manager
Sunrise Senior Living
Naperville, IL
03.2017 - 01.2018
- Assisted patients and families with accessing resources identified to support outcomes.
- Worked in conjunction with the wellness nursing care team and families for memory care residents.
- Met coverage demands by establishing work schedules and assigning specific jobs.
- Improved care delivery by monitoring performance, optimizing, and working closely with staff.
- Provided direct supervision to Care Managers and ensured they were meeting performance standards.
Hotel Sales Manager
Crowne Plaza Hotels
St. Louis, MO
01.2016 - 03.2017
- Implemented and created promotions to stimulate repeat business and attract new business travel accounts.
- Established strong relationships with key industry partners and clients, leading to repeat business and referrals.
- Implemented effective tracking systems for leads, allowing for better follow-up and increased closure rates.
- Attended and participated in conferences and trade shows to generate new leads, network, and drive business.
- Outside sales calls, cold calling, and telemarketing.
- Responsible for development of associations, unions, and other group markets.
Catering Sales Manager
Embassy Suites
Naperville, IL
09.2014 - 01.2016
- Increased event bookings by developing and implementing effective catering sales strategies.
- Organized corporate meetings, special events, and social occasions to satisfy client requirements and increase facility revenues.
- Exceeded both quarterly and annual sales goals.
- Utilized hospitality associations, business journals, and Internet resources to obtain current industry knowledge.
- Built strong partnerships with local businesses for referrals, expanding the company's clientele base.
- Generated new business leads through targeted marketing campaigns and networking initiatives.
Hotel Operations Manager
Embassy Suites
Naperville, IL
05.2012 - 09.2014
- Enhanced guest experiences by regularly updating amenities, facilities, and services based on customer feedback.
- Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
- Spearheaded the development of new policies and procedures to address evolving industry trends and guest needs.
- Collaborated with HR department in recruiting top talent for various positions within the hotel's operation team.
- Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Coordinated with sales teams to develop targeted promotional campaigns for increased bookings during off-peak seasons.
Executive Meeting Manager
Sheraton National Hotel
Arlington, VA
02.2010 - 03.2012
- Produced meeting materials, name badges, binders, and signage.
- Successfully planned and executed meetings and events.
- Negotiated complex vendor contracts for hotel, transportation, entertainment, audiovisual, and catering needs.
- Reviewed event bills and collected payment from clients.
- Closed sales in a timely manner to ensure turnover to other departments for quality service.
Education
High School Diploma -
Keough High School For Girls
Catonsville06.1987
Skills
- Problem-Solving
- Time management skills
- Patient Engagement
- Meeting planning
- Insurance Verification
- Applicant Interviews
- Customer service and support
- Administrative duties
- Customer Service
- Quality Assurance
- Schedule Management
Timeline
Scheduling Coordinator/Administrative Assistant
MC Fence & Deck, LLC
03.2020 - 01.2025
Lead Care Manager
Sunrise Senior Living
03.2017 - 01.2018
Hotel Sales Manager
Crowne Plaza Hotels
01.2016 - 03.2017
Catering Sales Manager
Embassy Suites
09.2014 - 01.2016
Hotel Operations Manager
Embassy Suites
05.2012 - 09.2014
Executive Meeting Manager
Sheraton National Hotel
02.2010 - 03.2012
High School Diploma -
Keough High School For Girls
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