Keionna Cray

Vice President, Program Services Group

Location 15h@2xGreater New York City Area

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Work Experience
  • Vice President, Program Services Group

    Cars Co.
    Jun. 2016 to Present (6 months)

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    Role & Tasks:

    Client facing senior ambassador for revenue generating programs working directly with CEO.

    Heavy engagement in Corporate, VIP, & Travel segments.

    Oversee the introduction of VIP Services & Event Management divisions.

    Cultivate a user network across Manhattan, hotels through restaurants.

    Responsible for key account performance and relationship management.

    Oversee brand & marketing initiatives & the roll out of the “end to end culture”.

    Key driving force on changing the organization from a transactional dispatch environment to a human service, concierge company.

    Lead architect of the build of the new “Co” – building the structure of the company.

    Build revenue packages & tour concepts for CO and other third parties.

    Consultative voice on the branding & marketing activity of the consumer revenue programs – Take Me Out/Get Me Home & Family Plan.

    Work with CEO & Marketing department on completion of the new web platform.

  • Head of Corporate Licestyle Services

    Quintessentially
    Jan. 2012 to Feb. 2016 (4 years and 1 month)

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    Role & Tasks:

    Supervise a team of 15 Lifestyle Managers and ensure day-to-day smooth running of service delivered excellence and management of the Corporate teams

    Create and nurture a culture, working environment, and approach conductive to delivering service excellence consistently with pride

    Ensure the service-specific Member experience is consistently exceptional and exceeding expectations- resulting in repeated and high membership renewal rates

    Responsible for managing the corporate team, including but not limited to: scheduling, recruiting, performance evaluations as well as complaint handling for corporate clients

    Completion, implementation, and follow up of existing and new service-related initiatives with management to meet and grow revenue goals

    Support the Head of Member Retention to maintain revenue for Quintessentially and corporate clients via retention percentages of an average of 75% and revenue of renewals of 70%

    Encourage Member usage with the assistance of the customer service team to avoid low usage cancellations and proactively provide different ideas that will aid the customer service team in delivering positive renewal statistics

    Responsible for creating and analyzing for corporate clients related to Member trends, usage, request categories and types to strengthen relationships with suppliers

    Attend and host weekly call calibrations with clients to ensure Lifestyle Managers are fulfilling client KPIs as well as developing the client relationship

    Awards:
    Employee of the Quarter
  • International Requests Lifestyle Manager

    Quintessentially
    Jun. 2011 to Jan. 2012 (7 months)

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    Role & Tasks:

    Delivered personalized, proactive service to a portfolio of luxury, international Members providing concierge services for requests that span from gift giving to party planning, hard to get restaurant reservations to luxury travel arrangements

    Initiate and maintain key relationships within the lifestyle and luxury industries that include restaurants, hotels, shopping, beauty, nightclubs, private members clubs, ticketing, transportation and various products and services to gain Member access

    Developed an understanding of the level of attention and responsiveness that HNWIs require

    Anticipate needs of the Member and exceed expectations

    Awards:
    Employee of the Month
  • Residential Concierge

    Quintessentially
    Jun. 2008 to Mar. 2011 (2 years and 9 months)

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    Role & Tasks:

    Full-time Residential Concierge and responsible for supervising the part-time Concierges at 20 Pine, a luxury condominium in FiDi designed by Armani Casa

    Managed the 25th Floor Lounge providing superior customer service, utilized knowledge of building policy and procedures

    Provided concierge services for residents such as dry cleaning, event planning, local directions, reservations, and setting appointments to assist with unit management

    Assisted real estate brokers with offering prospective residents community information

    Assembled collateral packages for prospective residents

    Personal concierge to the rel estate developers of Africa Israel assigned to the building

  • Assistant to the Director of Restaurants

    Starr RestaurantNew York, NY, US
    Jan. 2006 to May. 2008 (2 years and 4 months)

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    Role & Tasks:

    Answered inbound calls and made outbound calls regarding restaurant reservations for Morimoto and Buddakan for the first 6 months of employment as a Lead Reservationist

    Assisted the DIrector of Restaurants with the cancellation/initiation process of all contracts and agreements; correspondence, personal and professional travel arrangements, meals and calendar management

    Established liaison for the organization caring for all executives (including Stephen Starr) while visiting NYC properties

    Coordinated and organized meetings with prospective and current purveyors and vendors

    Responsible for all special projects in New York

    Supported opening manager duties at Morimoto: running/sending of the daily financial reports, payroll, updating budgeting tools

    Management all FOH schedules and payroll; facilitated all check requests, expense reports, and capital approval requests

    Scheduled and assisted with interviews for all FOH/BOH staff, as well as management; perform orientation for new hires

    Part of the pre-opening staff bringing Philadelphia based SRO to the NYC hospitality scene

    Accepted and organized guest reservations for high, profile restaurants Morimoto and Buddakan

    VIP guests relations, handled guest complaints, and provided information - selling different styles of dining and service

Education
Skills

Off-site Event Management

On-site Special Events

Ordering / Purchasing

Over 300 covers a night

Scheduling

Food Cost Optimization

Staff education / motivation

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