Summary
Overview
Work History
Education
Skills
Additional Information
Education
Timeline
Generic

Delores Servin

11016 Roseton Ave, Santa Fe Springs

Summary

Hospitality professional with 15+ years of experience in group housing, event planning, and client relations across Marriott, Hilton, and Westin brands. Recognized for delivering seamless group experiences, maximizing revenue through strategic room block management, and providing VIP service for high-profile clientele. Strong communicator with proven ability to collaborate cross-functionally and drive customer satisfaction.

Overview

27
27
years of professional experience

Work History

Group Housing Coordinator

WestIn
01.2024 - Current
  • Manage group housing for corporate and social events, resolving issues and ensuring seamless guest experiences.
  • Partner with revenue management to execute room blocks, optimize inventory, and maximize revenue.
  • Generate detailed reports on event timelines, budgets, and rooming lists.

Executive Meeting Manager

DoubleTree By Hilton Los Angeles-Norwalk
07.2022 - 01.2024
  • Plan and manage high-level executive meetings and corporate events.
  • Coordinate logistics including agendas, travel, venues, catering, and AV.
  • Prepare meeting documentation and provide executive support.
  • Negotiate vendor pricing, ensuring cost savings while meeting client needs.

Group Housing Coordinator

Sheraton Grand Hotel
11.2021 - 06.2022
  • Managed group housing blocks for 496-room inventory, collaborating with revenue management.
  • Handled group billing, wholesale reservations, and airline room blocks.
  • Delivered VIP services for celebrities, politicians, and international clients.
  • Coordinated Banquet Event Orders (BEOs) to ensure successful group events.

Customer Service Case Manager

Morley Companies
12.2020 - 05.2021
  • Investigated customer claims regarding vehicle repairs and warranties.
  • Gathered documentation, evaluated cases, and ensured compliance with state/federal laws.
  • Processed settlements and maintained timely communication with clients.

Group Housing Coordinator

Los Angeles Airport Marriott
01.2008 - 10.2020
  • Oversaw group housing operations for a 1,004-room property.
  • Managed airline and wholesale room blocks, billing, and VIP guest services.
  • Partnered with revenue management to forecast occupancy and maximize revenue.
  • Coordinated logistics for meetings, events, and banquet services.

Reservation Agent

Fairfield Inn Marriott
04.2006 - 01.2008
  • Reservation Sales Agent
  • Handled both dial-in and dial-out phone contacts with tact and professionalism.
  • Utilized proprietary software for entering customer information into a computerized database.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Streamlined wholesale reservations to ensure accuracy.

Inbound Sales Agent

Qantas Vacations
12.2004 - 03.2006
  • Inbound Reservation Sales Agent
  • Effectively handled customer and travel agent inquires
  • Identified consumer needs, clarified information, and researched issues to provide alternative solutions.
  • Provide Customer Service for Escorted Group Tours and Independent travel to Australia, New Zealand, Fiji, Tahiti, and Hawaii
  • Managed high volumes of inbound and outbound calls in a fast-paced environment to build, cultivate and establish lucrative client relationships.

Airport Sales Agent

Continental Airlines
04.1998 - 11.2004
  • Assisted clientele of a higher level of priority First Class and Elite Members.
  • Control of flight arrival and departures in a timely manner.
  • Daily Accounting of ticket sales, handled heavy cash volume.
  • Alertly identified and reported emergencies; calmly talked with victims while coordinating emergency response.
  • Delivered quality, confidential services to celebrities, politicians, and royalty.
  • Excelled in high volume, customer-oriented environment to address needs of various clients needs.

Education

Certificate - Hospitality & Tourism

Florida Atlantic University
06.2020

Associate of Arts - Retail Management

DeVry University
Downers Grove, IL

Skills

  • Account management
  • Strong communication skills
  • Organizational skills
  • Time Management
  • Client relations and retention
  • Meticulous attention to detail
  • Deadline-oriented
  • Superior computer skills
  • Skilled multi-tasker
  • Conflict resolution techniques
  • Client Relations
  • Microsoft Office
  • Decision-Making
  • Creativity and Adaptability
  • Clear Communication
  • Event Calendar Management
  • Special Events Planning

Additional Information

  • Spirit to Serve 2007 ( Fairfield Inn By Marriott Anaheim)
  • Employee of the Month October 2008 ( Los Angeles Airport Marriott)
  • Spirit to Serve 2009 ( Los Angeles Airport Marriott)
  • Employee of the Month July 2011 ( Los Angeles Airport Marriott )
  • Spirit to Serve 2012 ( Los Angeles Airport Marriott )
  • Employee of the Month March 2019 ( Los Angeles Airport Marriott)
  • Employee of the Year 2019 ( Los Angeles Airport Marriott)
  • Employee of the Month 2023 ( DoubleTree by Hilton Los Angeles- Norwalk)

Education

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Timeline

Group Housing Coordinator

WestIn
01.2024 - Current

Executive Meeting Manager

DoubleTree By Hilton Los Angeles-Norwalk
07.2022 - 01.2024

Group Housing Coordinator

Sheraton Grand Hotel
11.2021 - 06.2022

Customer Service Case Manager

Morley Companies
12.2020 - 05.2021

Group Housing Coordinator

Los Angeles Airport Marriott
01.2008 - 10.2020

Reservation Agent

Fairfield Inn Marriott
04.2006 - 01.2008

Inbound Sales Agent

Qantas Vacations
12.2004 - 03.2006

Airport Sales Agent

Continental Airlines
04.1998 - 11.2004

Associate of Arts - Retail Management

DeVry University

Certificate - Hospitality & Tourism

Florida Atlantic University

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Delores Servin