Lindsay Sue Paulus
Sales Manager
Kuala Lumpur
Summary
With more than 25 years working experience as hotelier for some well known chain Hotels & Resorts in Malaysia and Singapore, offering combination of strong organizational skills and aptitude for problem-solving, eager to learn and develop in managerial field.
Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Successfully coordinated numerous high-profile events, ensuring seamless execution and client satisfaction.
Overview
26
26
years of professional experience
2
2
Languages
Work History
Senior Sales Manager
Sutera Harbour Resort, Kota Kinabalu
04.2019 - 01.2020
- Harbour Hotels and Resorts which consist of 900 rooms and 20 function rooms
- To service and touch base with corporate client base in Kuala Lumpur and all Peninsula Malaysia
- As a Senior Sales manager, I am responsible to develop and foster business through pro-active direct sales, marketing, telemarketing, direct mail, appointment calls and follow up inquiries
- Also develops strategic action plans for hotels to drive measurable, incremental sales revenue
- Under the direction of Assistant Director of Sales (Corporate) and also working closely with our local sales team (in Kota Kinabalu) to organize hotel site inspection, Entertainment clientele and executing every event from Kuala Lumpur Sales Office
- And Responsibilities:
- Responsible for Corporate Room Sales for the hotel
- Clear understanding of the hotels business strategies then set goals and to determine action plans to meet those goals
- Update action plans and financial objectives quarterly
- Identify new markets and business opportunities and increase sales
- Represent Hotels in various events and exhibition
- Implements all sales action plans related to my market areas as outlined in the marketing plan
- Conducts daily sales calls, departmental briefing and GRC (Group Report Coordination) meeting
- Able to provide Quick and timely responses, immediate communication to the properties, develop professional long-term business relationships
- Provide the highest quality of service to the customer at all times
- Participates in sales Blitz with members of sales team to acquire new business and/or close on business
- Executes and supports the operational aspects of business booked (e.g
- RFPs, generating proposal, Corporate Rate Application letter, writing contract, customer correspondence)
- Able to supports hotels service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience
- Work closely with Revenue Manager to ensure proposed rate negotiations meet the financial needs of the hotels
- Develop strong relationships with on property front office team to ensure working in unity and always striving to achieve the same goals
- Attending all Sales Meetings as necessary
- Targeting key accounts potential for the company
- Builds and strengthens relationships with existing and new customers to enable future bookings
- Activities include sales calls, entertainment, FAM trips, trade shows, etc
- Develops relationships within community to strengthen and expand customer base for sales opportunities
- Manages and develops relationships with key internal and external stakeholders
- Acquiring and developing new business accounts and preparing sales proposals for clients
- Closely following up on all business leads within a 24hour response time line to clients
- Prerequisites:
- Proven success in a similar role and environment
- Empathy towards your customers and colleagues
- Pride and attention to detail
- Polished personal presentation with Warm, confident and hospitable personality., Work closely with Direct of Sales
- Had produce total of (2000 room nights vs target of 1500 room nights) in 3months with Est RM Holding major Oil & Gas companies account, Associations in Malaysia and MICE market
- Had closed around 20 news corporate account for 3 months
- Accountable for every Operational meeting in event DOS not around Made, handle and maintain good relationships with corporate client
- Good coordination with others department ie Front Desk, Banquet, kitchen, Food & Beverages outlets and others department
- Responsible for Group/ Events / conferences happening in KL Conventions Centre and to approach for spilled over rooms
- Maintaining good working relationship and rapport with existing and new clients
- Collaborates with field Banquet teams and other departments to ensure that customer's needs and goals are met at each event
- Conducting inter-departmental meeting, Forecast long-term Departmental Budget
- Meet and Greet VIPs and conducting Pre and Post event meeting with clients/ event organizer Organizing event which require Halal certification
- Conducting hotel site inspection/ show room and welcome cocktails for special group
Senior Sales Manager
Corus Hotel, Kuala Lumpur
07.2017 - 04.2019
- Under the direction of the Director of Sales and within the limits of established policies and procedures, assists to oversee all aspect of the Sales Department in respect of commercial sector
- Supervise directly, , Assistant Sales Manager, Sales, Ensure that customers' needs are satisfied and addresses problem that can be measured in terms of guest satisfaction
- Responsible in handling customer complaints fairly and in professional manner
- Maintains close working relationship with all departments to achieve overall Hotel Sales objective
- Perform Human Resources functions to ensure that staff are trained and counseled to maintain performance standard
- Assisting by giving input for preparation of the Annual Marketing Plan, Marketing Budgets and forecasts, adhering
- Had closed major NGO/ Association group ie The Girls not Bride conference (June 2018), Huairou Commission for The World Urban Forum Conference (January 2018) and many more
- Accountable for every Operational meeting in event DOS not around Made, handle and maintain good relationships with corporate client
- Good coordination with others department ie Front Desk, Banquet, kitchen, Food & Beverages outlets and others department
- Responsible for Group/ Events / conferences happening in KL Conventions Centre and to approach for spilled over rooms
- Maintaining good working relationship and rapport with existing and new clients
- Collaborates with field Banquet teams and other departments to ensure that customer's needs and goals are met at each event
- Conducting forecast for long-term departmental budget and inter-departmental meeting
- Meet and Greet VIPs and conducting Pre and Post event meeting with clients/ event organizer Organizing event which require Halal certification
- Conducting hotel site inspection/ show room and welcome cocktails for special group
Senior Reservation Agent
Shangri-La Hotel
09.2012 - 06.2013
- Excellence in OPMS skills, tele-conversation and LOTUS notes
- Processing reservations sourced by mail, telephone, telex, cable, fax, sales office, other hotel departments, and travel agents
- To understand and memorized type of rooms, location and layout
- Knows the selling status, rates, and benefits of all packages plans
- Knows the credit policy of the hotel and how to code each reservation
- Excellence in upselling by offering the highest room category or next available package
- To ensure all reports printed and prepared in order for management daily meeting
- Teamwork with other departments to convey reservation information
- Preparing letter of confirmation for agents and clients, processing cancellations and modifications for front desk information
- Understands and well explained hotel's policy on guaranteed and no-shows reservation to client
- Processes and monitoring advance deposits on reservations requirements
- Generates room revenue and daily occupancy forecasts
- Prepares expected arrival list for front office use and assisting in preregistration activities
- Maintains a clean and neat appearance and work area at all times
- Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees
- Walk around with the client and ensuring that they secure whatever services they are in need of
- To be aware of all front office procedures and assist with reception duties when required
- Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website.
Service Manager - Event Manager
Shangri-La Rasa Sentosa
03.2011 - 09.2012
- Work closely with Direct of Event Management, Senior Event Manager and Two others Events manager
- Managed and organizing Group conferences with rooms' accommodation, seminars, meetings, training, team-building, corporate dinners
- Accountable for every logistical element of event, food and beverages, room set-ups, guest's transportation, audio visuals, entertainment, etc
- Recognize opportunities and areas for the cost savings
- Supervised over 100 - 150 events all organized by local (Singapore) and organizer from overseas Design and implement 150+ events / dinner with est rev $1.5 mil per year
- Organizing and planning for indoor and outdoor event/ activities (including contingency event venues) Made, handle and maintain good relationships with the out sourced companies Event organizer/ planner
- Good coordination with others department ie Front Desk, Banquet, kitchen, Food & Beverages outletsand others department.
Catering Sales Manager
Orchard Hotel
10.2010 - 03.2011
- Managed, oversee and execute all weddings/ solemnization's and corporate event
- Had confirmed and closed about 30 weddings/ solemnization's and corporate event (est Revenue $600k) Establish events policies and best practices with a focus on contracting, logistics, and execution
- Draft and finalize wedding itinerary and schedule for client approval
- Supervises all outsourced wedding planners/ event companies during setup / tear down event Making final arrangement with the chosen wedding site along with the wedding couple
- Coordinate with vendors and suppliers to complete the wedding banquet, provide wedding attire choices, florists, and chauffeured limousine options, hotel arrangements if needed, event photographer and videographer, wedding theme and décor choices, and provide wedding attire options
- Meet with the couple get their specific needs, objective and budget constraints and make a proper recommendation, involving the couple in all planning to gain their approval prior to moving forward
- Stage manages the wedding event, ensuring that caterers, entertainers and other participants are on hand
- Conduct rehearsals if required
- Planning, decorating and participating in Wedding show
- Supervise the activities of the Catering Sales coordinator Recognize opportunities and areas for the cost savings
- Made, handle and maintain good relationships with the venue & logistics providers Participating in wedding roadshow (in hotel and outside venue) and exhibitions
- Conducting site inspection and show room for wedding couples / corporate client
Event Manager
Shangri-La Hotel
01.2007 - 10.2010
- Managed and organizing Group conferences with rooms' accommodation (GCA/ GCM/ MICE), seminars, meetings, training, team-building, corporate dinners and outside catering
- Work closely with Rooms sales for Travel Agent, MICE market and PCO
- Establish events policies and best practices with a focus on contracting, logistics, and execution
- Develops a needs assessment and technology solutions for meeting and event management functions
- Collaborates with field sales management and training to ensure that customer's needs and goals are met at each event
- Supervised over 250 - 300 events all organized by local and organizer from overseas Organizing events/ conferences with 200+ room accommodations
- Had closed approx
- 300+ events / dinner/ outside catering with est rev RM 3 – 4.8 mil per year
- Directs governance on the utilization of outside agencies to ensure efficient spend
- Supervises all outsourced event agencies and service providers to execute meeting and event goals
- Negotiate, submit and manage contracts and purchase orders for over 300 events.
Event Executive
Shangri-La Hotel
04.2004 - 01.2007
- Long-term event needs in consultation with clients/, Work with vendors to meet demand in a cost-effective manner
- Maintaining good working relationship and rapport with existing and new clients
- Collaborates with field sales management and training to ensure that customer's needs and goals are met at each event
- Conducting inter-departmental meeting
- Conducting Pre and Post event meeting with clients/ event organizer Meet and greet VIPs
- Organizing event which require Halal certification
- Conducting hotel site inspection/ show room and welcome cocktails for special group, long-term event needs in consultation with clients and working with vendors to meet demand in a cost-effective manner
- Supervised the activities of the Assistant Event Manager and Event Executive
- Accountable for every logistical element of event, food and beverages, room set-ups, audio visuals, entertainment, etc
- Recognize opportunities and areas for the cost savings Discuss corporate rates for favored hotels
- Maintaining good working relationships with existing and new corporate client Conducting inter-departmental meeting
- Conducting Pre and Post event meeting with clients/ event organizer Meet and greet VIPs
- Organizing event which require Halal certification
- Conducting hotel site inspection/ show room and welcome cocktails for special group Conducting sales call to corporate client
- Cross selling within properties (Shangri-La Hotels & Resorts).
Sales Co-ordinator
Traders Hotel
05.2002 - 04.2004
- Under the general guidance and supervision of Director of Sales and Sales Managers
- Report directly to Director of Sales
- Assisting Director of Sales in monitoring the daily room's availability chart
- Assisting Director of Sales in preparing report such as:
- VIP's Arrivals/ In-house
- Competitors Readerboard
- SWOT analysis
- Daily pick-up (Room nights) report
- Sales summary report
- Has given full responsibilities in handling no show report by Director of Sales
- Responsible in preparing monthly Accounts Review reports for Sales Managers
- Responsible in taking minutes for Accounts Managements Review meetings
- Responsible in monitoring In-bound and Out-bound enquiries from intranet
- Assisting 03 Sales Manager which in-charge of:
- Local based companies, Government, Ministries accounts (Singapore market)
- All Europe markets
- Japanese market (both Corporate & Travel Agent)
- Handles all incoming & outgoing correspondence of supervising Sales Managers
- Responsible in preparing and filing all correspondence such as:
- Proposals
- Letter of Agreements/ Contract
- Corporate Letters
- E-mail blast/ promotional and general enquiries
- Welcome and Thank you letters
- Co-ordinate all activities related to the accounts of supervising Sales Managers, eg..
- Participated in departmental activities such as Sales call (with accounts manager), Sales Blitz, Roadshow and organizing events for clients
- Conducting site inspection, show room and business entertainment for client
- Assisting Sales Manager in performs telemarketing
- Room night production, Room revenue, Month-to-date production (for each sales manager)
- Completed and future sales activities
- Developed and monitoring new accounts
- Updating new contact list for new accounts
- Creating companies' profile in Sales & Catering systems
- Responsible in creating group code and blocking function space
- Maintains a high level of exposure for the hotel in major market areas through direct sales Solicitation, telephone, fax, e-mail, telex contacts written communication
- Preparing sales kits for clients, to ensure a proper display of Hotel Brochures, tariffs and promotional pamphlets
- Good co-ordination with other department such as, housekeeping, F&B dept and Front office department in preparing daily showroom
- Attends all post-conference meetings, as required, arranged by department and assist in the preparation of post conference reports
- Handling reservation for clients
- Assisting Marketing Executive in preparing daily report (Daily room revenue)
Guest Services Officer
Traders Hotel
06.2000 - 05.2002
- (GSM) to preparing monthly report
- Assignment of rooms for VIP arriving guests
- Provide personalize service to every VIP guests
- Preparing welcome letter for VIP guests'
- Coordinating with room service with regards of sending amenities to VIP rooms
- Inspect arrival room, ensuring highest standards are maintained
- Ensure amenities are placed in rooms prior to arrival
- Attend to guest complains and ensuring that they are handled promptly and professionally
- Provide express check in and check out services
- Meet and greet VIP guests
- Guest Services for the Traders Executive Lounge (VIPs)
- Co-ordinates with Food & Beverage Department for daily Traders Club breakfast and Cocktail setup
- Performs VIPs check-in and check-out at Traders Club Lounge
- Performs personalized service for all Traders Club guests at the highest standards at all time
- To ensure stock inventory are on par and responsible to requisite of food and drink items for Traders Club Lounge
- Prepare reports – Daily Room Revenue, Room Nights Production and Month to date revenue.
Front Desk Supervisor
- Assisting duty manager to ensure all rooms assign are according to guests' preference
- Assisting duty manager in handling of: -
- Staff briefing/ short meeting
- Walk in guest (Check in without reservation)
- Early arrival/No show/ updating guest's profile
- Following up correspondence fax
- Performance Monitor/ Guests' membership enrollment/ Guests' Frequent Flyers programs
- Handling FIT's guests' and group's registration and bill settlement
- Blocking rooms/ preparing registration card/Preparing rooms key cards Assisting duty manager in preparing staff's schedule
- Monitoring room movements during shifts
- Follow up any outstanding matter pertaining to guest billing instructions
- Coordinating with room service with regards sending of amenities to VIP rooms
- Excellent in cashiering
- Details are as follows: -
- Foreign currency exchange
- Posting bills to guest folios
- Transferring bills from one folio to another
- Amending bills
- Miscellaneous charges
- Handles express check out
- Good coordination and teamwork with concierge team in term of luggage collection/ storage, guests' transfers arrangement/ Receiving guests' parcels/ changing flight as per guest's request/ tour arrangement
- Trains and re-train staff constantly (Guest Services Assistance)
- Page 9 of
Front office assistant/ Intern
Shangri-La Rasa Ria Resorts
04.1999 - 06.2000
- Handling FIT's guests' and group's registration and bill settlement
- Preparing registration card/Preparing rooms key cards
- Follow up any outstanding matter pertaining to guest billing instructions
- Coordinating with room service with regards sending of amenities to VIP rooms
- Cashiering.
- Ie
- Foreign currency exchange
- Posting bills to guest folios
- Transferring bills from one folio to another
- Amending bills
- Miscellaneous charges
- Handles express check out
- Good coordination and teamwork with concierge team in term of luggage collection/ storage, guests' transfers arrangement/ Receiving guests' parcels/ changing flight as per guest's request/ tour arrangement
- Good coordination with Guests Services Team for VIPs/ Golden Circle members/ big groups assignment
- Knowledgeable in midnight shift duty
- Knowledgeable in answering telephone calls in proper manner
- Training in Kitchen department
- Training in Housekeeping department Training in F&B department
Stay-at-home-mom
Mandarina Court
06.2013 - 04.2017
- Stay at-home-mom, Stay home mom for two wonderful daughters (age 5yrs and 3yrs)
- Patience in handling toddles and served with tender, loving and care
- Responsible in household cleanliness including laundry, mopping, dusting, scrubbing bathrooms and picking up toys
- Preparing healthy meal for the household (breakfast, lunch, snacks and dinner), planning weekly menus, shopping and stocking food inventory and ensuring sanitary kitchen condition
- Planning and organizing theme birthday celebration, coordinating schedules with the families' members for holidays and year end vacations
- Teaching my children's their first words, animals names, colors, shapes, eating manners, culinary skills and self-confidence and as they grow, I continue to enrich their learning by assisting them in their school work
- Ability to remain calm and focused under extreme pressure and circumstances
- Managed and help to minimized household cost and to control expenses
- Responsible in scheduling for children's monthly/ yearly clinic appointment and sending child to school
- Excellence in Multitasking in order to complete housework in timely manners
- Taking care House and both children with limited assistance., for Corporate Meeting (GCM) and conventions & Exhibition (GCA)
- Work Closely with Rooms sales for Travel Agent, MICE market and PCO
- Preparing Proposal and Letter of agreement
- Responsible in closing leads and collecting deposit Preparing rooming list
- Preparing Banquet event order Handling Hotel site inspection
- Organizing Outside catering function
- Participation with Rooms Sales team for Road Show
- Entertainment with client
- Has been assigned to manage preferred corporate conference such as BP (M) Sdn Bhd, IBM Sdn Bhd, Siemens and other GCM accounts
- Organizing a high-profile social dinner
- Assisting Senior Event Manager in handling conference and conventions
Sales Manager
Sunway Velocity Hotel, Kuala Lumpur
05.2022 - Current
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Attended industry events and conventions to expand sales opportunities.
- Enhanced team performance with comprehensive training sessions, focusing on product knowledge and sales techniques.
- 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.
- Achieved established KPI for company, departmental team and individual performance through teamwork and focus on customers for 2023 and 2024.
Education
Diploma - In-complete
Stamford College
01.1998 - 1999.04
Introduction to The Hospitality Industry - undefined
Stamford College
Front Office Procedures - undefined
Stamford College
Grade 3 (SPM) - Pass (PMR)
SMK Apin-Apin
01.1992 - 1996.01
Pass - undefined
SMJK Apin-Apin
01.1986 - 1991.01
Skills
Tele-sales skills
Accomplishments
- Guests Delight Program
- Staff Recognition for Online Mystery Shoppers/Bookers
- Completion of Shangri-La's Training for Aggressive Revenue (STAR)
- Perfect Attendance in Stay Clean MC program
- Most Valuable Players (MVP) Inter Department Beach Volleyball
Personal Information
- Age: 46
- Expected Salary: RM8500
- Ethnicity: Dusun
- Citizenship: Malaysian
- Date of Birth: 01/03/79
- Gender: Female
- Marital Status: Married
- Religion: Christian (Roman Catholic)
Hobbies
- Reading
- Listen to music and catch movies
- Travelling
Timeline
Sales Manager
Sunway Velocity Hotel, Kuala Lumpur
05.2022 - Current
Senior Sales Manager
Sutera Harbour Resort, Kota Kinabalu
04.2019 - 01.2020
Senior Sales Manager
Corus Hotel, Kuala Lumpur
07.2017 - 04.2019
Stay-at-home-mom
Mandarina Court
06.2013 - 04.2017
Senior Reservation Agent
Shangri-La Hotel
09.2012 - 06.2013
Service Manager - Event Manager
Shangri-La Rasa Sentosa
03.2011 - 09.2012
Catering Sales Manager
Orchard Hotel
10.2010 - 03.2011
Event Manager
Shangri-La Hotel
01.2007 - 10.2010
Event Executive
Shangri-La Hotel
04.2004 - 01.2007
Sales Co-ordinator
Traders Hotel
05.2002 - 04.2004
Guest Services Officer
Traders Hotel
06.2000 - 05.2002
Front office assistant/ Intern
Shangri-La Rasa Ria Resorts
04.1999 - 06.2000
Diploma - In-complete
Stamford College
01.1998 - 1999.04
Grade 3 (SPM) - Pass (PMR)
SMK Apin-Apin
01.1992 - 1996.01
Pass - undefined
SMJK Apin-Apin
01.1986 - 1991.01
Front Desk Supervisor
Introduction to The Hospitality Industry - undefined
Stamford College
Front Office Procedures - undefined
Stamford College
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