WENDY GARRARD
Mayo,FL
Summary
Hospitality Professional specializing in Resort Operations, Meetings & Special Events, Sales & Marketing, and Management. Diversely knowledgeable and successful hotel and resort sales leader with proven record of accomplishment in event planning and sales discipline by implementing competitive strategies to discover new business, capitalize and build solid rate structures, and increase revenue. Extensive experience in fostering an environment of quality, luxury customer service, and excellence. Strong communicator, innovative and creative, highly motivated and process driven.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Area Director of Sales, Transient
The Ritz-Carlton
01.2021 - Current
- Strategic planning for transient segment, leading team of ten in transient sales and reservations, and assisting with overall management of sales team of 45
- Manage Leisure Segment (American Express, Virtuoso, STARS, FIT International, Signature, Chase, and all retail travel agency) Accounts
- Solicit and convert business in entertainment segment both group and leisure
- Key Achievements: Successfully strategized and guided all three hotels to record breaking revenue years in 2021 and 2022
- Each property had best years in history of hotels
- Included as part of Transient Sales Committee for Southeast Region putting together training guide for entire company
- Developed high-performing teams through strategic recruitment, training, and performance management efforts.
- Participating in Luxury Leisure Sales Council
Market Director of Sales, Transient
The Ritz-Carlton
01.2017 - 01.2021
- Strategic planning for transient segment, leading team of eight in transient sales and reservations, and assisting with overall management of sales team of 35.
- Boosted sales performance by identifying and targeting high-potential market segments.
- Expanded market presence by establishing and maintaining key partnerships within industry.
- Manage Leisure Segment (American Express, Virtuoso, STARS, FIT International, and all retail travel agency) Accounts.
- Solicit and convert business in entertainment segment both group and leisure.
- Key Achievements: Exceeded individual revenue goal 2019 by 12% for Coconut Grove post renovation.
- Prior to pandemic, on target in Q1 2020 to exceed overall transient budget.
- Worked through pandemic assisting multiple hotels including The Ritz-Carlton Resorts of Naples Chairman’s Circle Achiever 2018
Director of Sales, Transient
The Ritz-Carlton
01.2013 - 01.2017
- Strategic planning for overall transient segment, leading team of six in transient sales and reservations, and assisting with overall management of sales team of 20.
- Manage Leisure Segment (American Express, Virtuoso, STARS, FIT International, and all retail travel agency) Accounts
- Solicit and convert business in entertainment segment both group and leisure
- Key Achievements: Exceeded overall transient budget 2014 – 10.3%, 2015 – 7.2%, 2016 – 2.4%, 2017 YTD – 3.6% Corporate training mentor for Amelia Island, Orlando, Fort Lauderdale, and Washington, DC
- From 2014 – 2016, increased transient room nights by 3K rooms Surpassed W.I.G
- Goal in 2014 - 2016
Senior Sales Manager, Travel Industry & Leisure
The Ritz-Carlton
01.2008 - 01.2013
- Planning for growth, maintenance, and sustainability of Corporate (National and Local Business Travel) and Leisure (Consortias, FIT International, Travel Agencies, Online Booking Partners) Accounts
- Solicit and convert business in Entertainment Segment
- From 2008 - 2010, covered Florida and Southeast territory for group sales in addition to business travel
- Key Achievements: 2010 President’s Circle Award for Golden Circle – Achieved over 130% of goal Golden Circle: 2011 Bronze Level Quarter 2, and 2012 Silver Level Quarter 4 Increased group corporate bookings from Florida and Southeast Territory to 39.4% from 33.0% Average Shop Talk Score of 98%
Meetings & Special Events Manager
The Ritz-Carlton
01.2006 - 01.2008
- Organized events for Corporate Groups, Social Catering, and Weddings
- Produced results with aggressive goals for Group Forecasting Accuracy, Customer Satisfaction results, and Individual up-sell per cover goals
- Worked with a team to organize an initiative in order to increase Gallup Meeting Planner Customer Engagement scores – “Revive to be Top 5” Key Achievements: Recognized for lowest percentage of group forecast accuracy – 3% Winner of the Moet & Chandon Rose Champagne Challenge – Company wide initiative Team Member of the Employee Committee interviewed to secure the Florida Governor Sterling Award for Business Quality Excellence in 2008
Reservations/Communications Manager
The Ritz-Carlton
01.2005 - 01.2006
- Led coordination of staff of 14 employees, for three key resort departments: Room Reservations, Restaurant Reservations, and Telephone Communication
- Trained, developed, and mentored employees.
- Collaborated with Revenue Management to maintain rooms forecast, inventory, and balanced systems
- Maintained alignment of processes between room reservations on property and Regional/Central Reservations Centers
- Worked closely with restaurant staff to plan and execute reservations for outlets, large parties, and special events
- Key Achievements: 2006 Five Star Leader of Quarter Implemented Operator’s Warm Welcome Calls and Guest Identification System Member and scribe of inaugural Sense of Well Being Quality Improvement Team for The Ritz-Carlton, Sarasota and improved Gallup Scores for Customer Engagement Resort was awarded AAA 5-Diamond award for first time
Reservations/Revenue Management Supervisor
The Ritz-Carlton
01.2003 - 01.2005
- Served as support for Director of Revenue Management
- Supervised, trained, motivated, and evaluated on property Reservation’s staff of 3 employees.
- Key Achievements: Implemented new reservation process for special events at hotel/area Successfully led reservations process and matrix through full room’s renovation.
Food & Beverage Supervisor
The Ritz-Carlton
01.2002 - 01.2003
- Responsible for direction and management of 20 employees of In-Room Dining department.
- Duties included scheduling, labor management, service standards and daily operational procedures
- Provided guidance and direction to maintain high levels of service and management
- Key Achievements: In-Room Dining team was #1 in Gallup Scores for Customer Engagement in Company Position was based on rotation and allowed opportunity to experience every food and beverage outlet on property.
Education
Associate of Arts Degree -
Florida Community College At Jacksonville
Jacksonville, FL05.2003
Skills
- Sales Training
- Stakeholder Management
- Sales Coaching
- Territory Management
- Revenue Generation
- Sales operations
- Sales Presentations
Certification
- Ritz-Carlton Certified Wedding Specialist
- Corporate Task Force Trainer Certified
- Peer Review Panel Certified
- Labor Management Certified
- Quality Green Book Certified
- Interview Certified
- CI/TY Certified, Opera and Marsha Proficient
Timeline
Area Director of Sales, Transient
The Ritz-Carlton
01.2021 - Current
Market Director of Sales, Transient
The Ritz-Carlton
01.2017 - 01.2021
Director of Sales, Transient
The Ritz-Carlton
01.2013 - 01.2017
Senior Sales Manager, Travel Industry & Leisure
The Ritz-Carlton
01.2008 - 01.2013
Meetings & Special Events Manager
The Ritz-Carlton
01.2006 - 01.2008
Reservations/Communications Manager
The Ritz-Carlton
01.2005 - 01.2006
Reservations/Revenue Management Supervisor
The Ritz-Carlton
01.2003 - 01.2005
Food & Beverage Supervisor
The Ritz-Carlton
01.2002 - 01.2003
Associate of Arts Degree -
Florida Community College At Jacksonville
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