Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
TruckDriver

Shelly Gates

Oakdale,CA

Summary

Proven leader and strategic innovator at Best Western Plus Vineyard Inn, adept in boosting sales and enhancing customer relationships. Leveraged customer service excellence and market research to consistently achieve and surpass sales goals. Excelled in team leadership and client relationship management, fostering long-term partnerships and driving revenue growth.

Overview

12
12
years of professional experience

Work History

Group Sales Manager

Best Western Plus Vineyard Inn
02.2016 - Current
  • Coordinated regional trade shows and industry events as part of broader marketing efforts which drove brand awareness and generated leads.
  • Established clear goals for the team each quarter, fostering an environment of accountability that led to consistent target achievement.
  • Increased group sales revenue by implementing strategic marketing initiatives and leading a high-performing sales team.
  • Identified potential upsell opportunities within existing accounts by closely monitoring customer satisfaction levels and addressing concerns promptly.
  • Developed key relationships with clients for long-term partnerships, resulting in repeat business and increased revenue.
  • Delivered detailed monthly reports on team performance, highlighting areas for improvement while celebrating successes collectively.
  • Implemented a CRM system to better track client interactions, resulting in improved customer service and increased sales.
  • Achieved top sales performer status consistently through strong relationship-building skills and effective negotiation tactics.
  • Mentored junior staff members and provided ongoing training, enhancing their skills and boosting team performance.
  • Developed customized pricing strategies for each client based on their specific needs, ensuring competitiveness while maintaining profitability.
  • Implemented a rigorous qualification process for new leads, ensuring time and resources were focused on the most promising opportunities for success.
  • Conducted market research to identify new opportunities and adjust the sales strategy accordingly for optimal results.
  • Served as the primary point of contact for large accounts, resolving issues quickly and maintaining high levels of customer satisfaction.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Organized promotional events and interacted with community to increase sales volume.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Managed accounts to retain existing relationships and grow share of business.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Assistant Hotel Manager

Best Western Plus Vineyard Inn
06.2013 - Current
  • Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
  • Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
  • Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
  • Coordinated events and conferences, ensuring smooth execution of all logistical aspects.
  • Facilitated open lines of communication between staff members across various departments for smooth collaboration.
  • Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
  • Assisted in the creation of long-term strategic plans for the hotel''s continued growth and success.
  • Streamlined front desk operations for improved efficiency and enhanced guest experiences.
  • Maintained high standards of cleanliness throughout the property by enforcing strict housekeeping procedures.
  • Ensured compliance with local regulations and industry best practices regarding health, safety, and accessibility standards.
  • Negotiated favorable contracts with suppliers, securing competitive pricing for goods and services without compromising quality.
  • Managed hotel budgets, reducing unnecessary expenses and optimizing resource allocation.
  • Improved employee retention rates through effective recruitment strategies, comprehensive onboarding processes, and ongoing support initiatives.
  • Developed strong working relationships with vendors to ensure timely deliveries and cost-effective pricing.
  • Boosted revenue with targeted marketing campaigns and upselling techniques.
  • Enhanced team performance through regular evaluations, feedback sessions, and professional development opportunities.
  • Implemented safety protocols to maintain a secure environment for guests and staff members alike.
  • Fostered a welcoming atmosphere for guests by cultivating a culture of exceptional service among staff members.
  • Collaborated with other department heads to develop streamlined processes for interdepartmental communication and cooperation.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Provided services efficiently and with high level of accuracy.
  • Provided exceptional service and assistance to guests upon check-in.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Increased customer service ratings through personable service.
  • Developed and implemented marketing strategies to promote hotel services.
  • Analyzed and evaluated business data to identify opportunities for improvement.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Created and managed accurate occupancy forecasts and budgets.
  • Developed and implemented promotional strategies to increase occupancy.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Oversaw day-to-day operations of 66 room hotel with staff of [Number] employees.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Implemented successful strategies to increase customer satisfaction.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Assisted with development and distribution of marketing materials for facility.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
  • Fostered safe lodging environment with reliable and effective security services.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Identified and resolved discrepancies and errors in customer accounts.

Front Desk Supervisor

Best Western Plus Vineyard Inn
05.2013 - Current
  • Facilitated communication between departments to address guest needs promptly.
  • Supervised front desk staff by providing guidance and support during shifts.
  • Processed reservations and cancellations to optimize occupancy rates.
  • Identified potential issues by monitoring guest feedback and staff performance.
  • Delivered exceptional customer service by addressing guest inquiries and concerns promptly.
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Collected room deposits, fees, and payments.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
  • Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
  • Contributed to the development of new front desk procedures for increased efficiency and better guest service.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
  • Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
  • Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
  • Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.

Education

No Degree - Basic of Covid 19

John Hopkins University

High School Diploma -

Montville High School
Montville, NJ
01-1989

Skills

  • Customer service
  • Customer engagement
  • Leadership development
  • Sales presentations
  • Social media marketing
  • Sales strategies
  • Brand awareness
  • Market research
  • Target setting
  • New market development
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Team leadership
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Detail-oriented
  • Relationship building
  • Goal setting and achievement
  • Task prioritization
  • Sales operations
  • Rapport and relationship building
  • Business development and planning
  • Self motivation
  • Client relations
  • Client relationship management
  • Customer relationship management
  • Sales processes
  • Operations management
  • Appointment scheduling
  • Goal setting
  • Professionalism
  • Customer complaint resolution
  • Sales strategy
  • Solution selling
  • Strategic planning
  • Time management abilities
  • Staff supervision
  • Continuous improvement
  • Written communication
  • Sales reporting
  • Document management
  • Sales tracking
  • Sales coordination
  • Marketing strategy development
  • Professional demeanor
  • Problem-solving aptitude
  • Sales projections
  • Revenue growth
  • Customer billing

Accomplishments

  • Achieved [Result] by introducing [Software] for [Type] tasks.

Timeline

Group Sales Manager

Best Western Plus Vineyard Inn
02.2016 - Current

Assistant Hotel Manager

Best Western Plus Vineyard Inn
06.2013 - Current

Front Desk Supervisor

Best Western Plus Vineyard Inn
05.2013 - Current

No Degree - Basic of Covid 19

John Hopkins University

High School Diploma -

Montville High School

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Shelly Gates