ANCA VIZITIU
COSTUMER EXPERIENCE SPECIALIST
Beijing
Summary
Dynamic and results-oriented Senior Sales and Event Manager with over 10 years of experience in luxury hospitality. Skilled in managing high-profile client relationships, coordinating complex events, and driving revenue growth. Adept at working with embassies, chambers of commerce, and international organizations to deliver outstanding service and build long-term partnerships.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Senior Sales Manager
Conrad Hotel
Beijing, China
09.2023 - Current
- Restored and expanded the embassy database, contacting 75+ embassies, conducting 45 hotel inspections, and signing 19 contracts.
- Led planning for National Day celebrations, roadshows, and embassy events, collaborating with the events team for seamless execution.
- Handled international event requests from Hilton Group meeting brokers and embassies.
- Maintained positive relationships with Chamber of Commerce members, serving as the primary contact for room bookings, F&B, and event inquiries.
- Attended networking events to attract potential clients and strengthen the hotel's market presence.
- Used Cvent, ONQ, and Salesforce to track sales progress, manage requests, and ensure successful event outcomes.
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
Guest Relations Manager
Wanda Wista Hotel
Beijing, China
02.2019 - 11.2021
- Resolved guest complaints efficiently, achieving a 95% success rate and maintaining high guest satisfaction.
- Supervised VIP guest experiences, including room assignments and transportation, for 20+ guests daily.
- Collaborated with multiple departments to ensure smooth event planning and execution, increasing successful events by 20%.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
Guest Service Manager
Marriott Hotel Kangqiao
Shanghai, China
08.2018 - 01.2019
- Managed front office operations for a 350-room hotel, ensuring a 98% guest satisfaction rat
- Trained and supervised a 20-person team, improving employee retention by 75%.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
Guest Relations Manager- Executive Lounge
Grosvenor House A JW Marriott Hotel
London, UK
04.2017 - 07.2018
- Enhanced VIP guest experiences, achieving a 95% satisfaction rate.
- Monitored team efficiency, resolving 85% of guest complaints on the spot.
Guest Relations Officer
Grand Skylight International Hotel
Shenzhen, China
08.2014 - 02.2017
- Investigated and resolved guest challenges and sources of dissatisfaction, resulting in a 90% resolution rate
- Assisted guests with check-ins, account inquiries, and additional services, resulting in a 90% satisfaction rating
- Collaborated with 30+ front office team members, organizing workshops to decrease cultural barriers and improve English language skills through hotel vocabulary training and teamwork, resulting in a 50% increase in team cohesion and communication
- Trained new staff members on company policies, procedures, and customer service standards.
Education
Master of Science - Human Resources Management
"Al. I. Cuza" University
Romania 10.2008 - 07.2010
Bachelor of Science - Hospitality Management
"Al. I. Cuza" University
Romania 10.2005 - 07.2008
Skills
Event Planning and Management
Brand-building strategies
Networking and Business Development
CRM Systems: Cvent, ONQ, Salesforce
Cross-Cultural Communication
Sales Strategy and Forecasting
Embassy and Corporate Client Relations
Event Planning and Management
Relationship building
Client relationship management
Timeline
Senior Sales Manager
Conrad Hotel
09.2023 - Current
Guest Relations Manager
Wanda Wista Hotel
02.2019 - 11.2021
Guest Service Manager
Marriott Hotel Kangqiao
08.2018 - 01.2019
Guest Relations Manager- Executive Lounge
Grosvenor House A JW Marriott Hotel
04.2017 - 07.2018
Guest Relations Officer
Grand Skylight International Hotel
08.2014 - 02.2017
Master of Science - Human Resources Management
"Al. I. Cuza" University
10.2008 - 07.2010
Bachelor of Science - Hospitality Management
"Al. I. Cuza" University
10.2005 - 07.2008