Madeline Crow
Burbank
Summary
I am a hospitality industry professional with extensive experience in customer service facing roles, back-of-house management functions and corporate sales and marketing administration. I have played key roles on launch teams for new properties, managed front desks at high-end and boutique hotels, and have contributed to award-winning teams. My experience also includes work in human resources and corporate/consumer travel. Today, I work as a Sales and Marketing Coordinator for Azul Hospitality Group, a large hotel management firm based in San Diego, California.
Overview
11
11
years of professional experience
Work History
Corporate Sales & Marketing Coordinator
Azul Hospitality Group
05.2022 - Current
- Collaborate with the Senior Vice President of Sales to help manage 41 properties in the Azul Portfolio, emphasizing productivity and revenue growth
- Take meeting minutes for our Bi-Weekly Franchise Webinar Calls through the Marriott Global Source and send each week’s notes to all Marriott GM’s, DOS's and Corporate Accounts within the Azul Portfolio
- Complete the STR Summary Scorecard in excel each week, providing a report on each hotel’s performance relative to their RGI goals, RevPAR, and Occ index compared to the comp set, and send to each hotel for review
- Ensure all Sales Associates are on track with their Sales Boost training and assist in adding / deactivating any accounts as needed
- Process Amazon Orders for SalesBoost Incentives
- Serve as the Director of Jostle, Azul’s internal communication platform, welcoming new employees to the team. Train Regional VP's and new users on how to utilize the platform, as well as manage account additions and deactivations as needed
- Implement strategies to help increase our portfolio engagement on Jostle (went from 45% to 75% engagement in a span of 3 months)
- Recruit on LinkedIn and Paycom for potential candidates for any open position that needs to be filled for an Azul property (we hired 3 employees that I recruited)
- Update the Azul Contact List
- Audit approx 80% of user platforms and add / remove user profiles as needed
- Conduct breakdowns for invoices and ensure payments are made on time
- Create Expedia TravelAds for each property, targeting low occupancy dates
- Travel to different properties across the Portfolio to help with any tasks as needed
- If necessary, train any new hourly employees in how to manage their time sheet in Paycom
- Complete any other assigned projects from management
- Answer any questions the team has for me and be of support to the entire portfolio
Guest Service Representative
Azul Hospitality Group (The Glenmark Hotel – Marriott)
05.2021 - 05.2022
- Provide excellent customer service to all guests
- Review and complete daily checklists
- Manage inventory and ensure the hotel doesn’t oversell by evening out room types, upgrades, etc
- Make rooftop reservations for guests at Mya Rooftop
- Chat with guests on GXP (our in-house chat) and complete guests’ request in a timely manner
- Log maintenance and HK requests and communicate with engineering for all property maintenance
- Pre assign following day arrivals based on room type, followed by elite status and take deposits as needed
- Ensure the lobby and bar area are clean and organized to create a welcoming atmosphere for all guests
- As shift lead, confirm all room requirements through Lightspeed to ensure fulfillment and proper charges
Full-time Guest Relations Ambassador / Part-time Night Auditor
Magic Castle Hotel
11.2017 - 06.2021
- Provided excellent customer service for number #1 Trip Advisor reviewed hotel in Los Angeles
- Interacted with international guests, primarily from Australia & Europe and worked closely with highly reviewed Travel Agency, Flight Centre to coordinate overall LA travel experience for international families & visitors
- Worked closely via phone & email with prospective guests and travel agents to coordinate Los Angeles vacation plans and access to the Magic Castle Club, an exclusive members-first only club for magic, drinks, and dining
- Booked a variety of commissionable Hollywood sightseeing tours for guests staying on property (bus tours, walking tours, celebrity home tours, etc)
- Logged maintenance and HK requests and communicated with engineering for all property maintenance
- Pre-assigned following day arrivals based on room type, and took deposits as needed
- Matched & filed each reservation’s paperwork with the correct third-party booking
- As shift lead, confirmed all room requirements and special requests to ensure fulfillment and proper charges
- Was sent to San Jose by owner to accept an award on behalf of our hotel for 'Best Guest Relations' in 2019
Personal Concierge (Pre-Opening Team)
Waldorf Astoria
06.2017 - 09.2017
- Worked on 'Launch Team' for new Waldorf Astoria property in Beverly Hills, CA
- Provided exceptional and personalized customer service to guests at this 170-room full-service hotel while working to establish hotel’s brand reputation in the local marketplace
- Anticipated all guests’ needs and multi-task for first-rate service
- Provided personalized 'concierge-level' service to guests including unpacking/packing, and transportation booking services
Guest Service Agent
Hilton Garden Inn
06.2015 - 06.2017
- Provided exceptional customer service to guests at a 300-room full-service hotel
- Anticipated all guests’ needs and multi-task for first-rate service
- Managed daily room sales, room rates, packages and promotions including restricted dates, rates, and room types
- Maximized revenue with effective selling techniques
- Performed routine arrival/departures review, daily checklists and prepare for next shifts
- Logged maintenance requests and communicated with engineering for all property maintenance
Human Resources Coordinator (intern)
Mystic Marriott
02.2015 - 05.2015
- Supported Director of Human Resources on various projects at 285 room full-service hotel
- Processed and filed confidential documents
- Maintained and upkeep employee bulletin board announcements
- Provided excellent customer service to employees
- Basic knowledge of monitoring applicant flow and assisted in the hiring process
Administrative Assistant
Connoisseur Travel LTD
12.2013 - 01.2015
- (One year experience during winter and summer college breaks)
- 'A List' Top Travel Advisor 2015 in Travel + Leisure – top rated DC travel agency
- Admin Assistant for a fast-paced environment providing corporate, leisure and group travel
- First customer service experience, reviewed guest needs and directed to proper agent
- Organized all marketing materials to entice sales
- Compiled promotional material for client requests and provided in a timely manner
- Provided extensive customer service to client inquiries as well as all travel agents
Server Intern
LeCrans Hotel and Spa
01.2014 - 05.2014
- Employed at the 5-star upscale luxury resort hotel in the Valais Alps
- Restaurant server at LEMONTBLANC
Education
Bachelor of Science - Hospitality And Tourism Management
Mitchell College
New London05-2015
Study Abroad Program - Hospitality & Tourism
Les Roche International School of Hotel Management
Switzerland 01.2014 - 06.2014
Skills
- Front Desk Experience
- Cash Handling Expertise
- Heavy Excel Use
- Excellent Organizational Skills
- Human Resources Experience
- Technologically Savvy
- Superb Interpersonal Skills
- Exceeds Customer Service
- Reliable and Resourceful
- Time Management Expertise
- Team Player
- Prepare Financial Reports
- Recruiting Experience
- Graphic Design Experience
- Visually Creative
Accomplishments
- Awarded 2nd place for the Maryland State Pin Design Competition though Thomas Edison High School and was sent to Kansas City to accept award.
- Played all 4 years of NCAA / NECC Women's Varsity Soccer at Mitchell.
Languages
English
Native or Bilingual
Timeline
Corporate Sales & Marketing Coordinator
Azul Hospitality Group
05.2022 - Current
Guest Service Representative
Azul Hospitality Group (The Glenmark Hotel – Marriott)
05.2021 - 05.2022
Full-time Guest Relations Ambassador / Part-time Night Auditor
Magic Castle Hotel
11.2017 - 06.2021
Personal Concierge (Pre-Opening Team)
Waldorf Astoria
06.2017 - 09.2017
Guest Service Agent
Hilton Garden Inn
06.2015 - 06.2017
Human Resources Coordinator (intern)
Mystic Marriott
02.2015 - 05.2015
Study Abroad Program - Hospitality & Tourism
Les Roche International School of Hotel Management
01.2014 - 06.2014
Server Intern
LeCrans Hotel and Spa
01.2014 - 05.2014
Administrative Assistant
Connoisseur Travel LTD
12.2013 - 01.2015
Bachelor of Science - Hospitality And Tourism Management
Mitchell College
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