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Customer Service Manager

Lilburn, Georgia, 30047, United States
January 08, 2017

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Christina L. Mathews

Lilburn, GA *****


Event Specialist, Operations Manager, Food & Beverage Director

Award-winning, charismatic and solution driven professional with extensive leadership experience in the event industry. Processed strong and diverse skills in resort, hotel and event operations with proven track record of performance excellence with the ability to multi-task, streamline processes and resolve pertinent issues both quickly and efficiently. Demonstrated outstanding attention to detail, proactive in any situations that arise, possessing excellent work ethic, creativity and exceptional customer service skills, both in management and client interaction.

Contracts & Negotiating

Marketing & Social Media

Revenue Generating

Wedding & Event Planning

Policies & Standard Operating Procedures

Inventory Management & Optimization

Customer Service & Guest Satisfaction

Financial Accountability & Cost Control

Leadership & Team Building

Problem Resolution


NORTHERN VISION DEVELOPMENT-Best Western Gold Rush Inn and Coast High Country Inn & Yukon Convention Center; Whitehorse, Yukon, Canada

Banquet Manager: June 2010-March 2011 / Food & Beverage Director: March 2011-December 2015/

Catering & Events Manager: January 2015- June 2016

The two hotels consist of 9 on-site facilities including a 9000sq foot convention center, offsite caterings & 2 restaurants. In 2015 Best Western Gold Rush Inn’s food and beverage activities provided the largest contribution to gross operating margin growth with an improvement of 28.4%. The Coast high Country Inn was recognized for the most improved gross profit in the entire Coast Hotel network in 2015.

Managed a staff of 35 including banquet servers, porters, sales manager, sales associates, and restaurant managers.

Sold, planned and executed thousands of events and weddings including numerous Prime Minister events, Hockey Day in Canada and Go Media.

Created, coordinated & marketed many events for the hotels & Northern Vision Development such as Mother’s Day Brunch, Monster’s Ball, Sweet Soul Burlesque, Klondike Roots and Blues Festival, YukomiCon, NVD Gala 2013, Giver on the River in 2012, NVD Grand Opening of Waterfront Station and NVD Place.

Handled all aspects of marketing including, social media for events such as, poster design, radio commercials and interviews, Facebook, Instagram, Twitter and website.

Wrote and Implemented hotel policies, catering policies and employee handbooks before the company had a Director of Human Resources as well as implemented upgrade to banquet sales software.

Created weekly and monthly event schedules, sales report and projections for all departments in Food and Beverage for both hotels.

Worked with my culinary and sales team at improving and updating all Food and Beverage Menus twice a year as well as discussing creative menus for clients special or themed events.

BLACK BEAR RESORT-Sautee Nachoochee, Georgia

Wedding & Event Sales Manager: October 2006-June 2007 / Operations Manager & Wedding Coordinator: June 2007-Janurary 2009

Coordinated logistics for all events held at the 7 on-site facilities including 4 wedding venues and 3 reception/banquet venues. Managed operations, including general lodging, housekeeping, spa, weddings, banquets and all other theatrical and special events. Responsibilities included sales, marketing, managing administrative and maintenance personnel, venue design, food and beverage, setup in addition to coordinating logistics for scheduled events.

Manage a staff of 20 including housekeeping, banquet and lodging staff, venue staff and wedding vendors, responsible for all staff and vendor scheduling.

Coordinate with local and regional vendors to facilitate mutually beneficial advertising resulting in increased sales for all parties involved as well as created PowerPoint presentation for sales package for new potential clients and vendors.

Create weekly and monthly sales reports and projections for all departments of the resort including lodging, catering, weddings, spa and concessions.

Invoiced and collected payments for all scheduled events, maintained and tracked a petty cash account and implemented upgrade to reservations software.

Handle VIP guests, ranging from high-end event guests to investor relations VIP’s with an emphasis on client relations and handling any situation and personality type.


Bartender: April 2004-September 2004 / Bar Manager: September 2004-August 2006

Managed food & beverage inventory, daily counts and weekly orders.

Trained Servers and Bartenders.

Responsible for counting nightly money drawers and making daily bank deposits.


Wedding and Event Institute, Online -April 2017

Certified Meeting Planner License

Bachelor’s Degree in Kinesiology, Georgia Southern University

Statesboro, GA – Exercise Science Major – 2001(Medical Withdraw, last quarter, senior year)


WHIMIS-April 2014

Food Safe-April 2014

WCB Course-April 2014

First Aid & Safety w/CPR-March 2013

Yukon B.A.R.S Course-March 2013

Excel Course I & II-April 2013

Software Knowledge-Microsoft Windows, Word, Excel, Publisher, PowerPoint, Photo Shop,

QuickBooks, Wolfbay Reservations Software, Reserve Events Software, Reserve Cloud, Eventbrite, Facebook, Twitter, LinkedIn & Internet fluency


Director, Yukon Convention Board: May 2012-May 2013

The purpose of the Yukon Convention Board is to bring new events, conventions and meetings to the Yukon. We assist with the Request for Proposal (RFP) process, provide bid presentations, organize and host FAM Tours, assist in locating suppliers & experts, suggest timing, themes, locations, off-site events, and pre-/post-convention tours.

President, Yukon Comic Culture Society: November 2013-September 2015

The purpose of starting the society was to bring a Comic and Pop Culture Convention to the Yukon. In 2014 we held YukomiCon with special guests Kevin Sorbo (Hercules), Magda Apanowicz (Continuum) and 6 other special guests. It was a very successful event having 806 attendees in the first year. In 2015 YukomiCon had Fancis Manapul (Illustrator & Writer for DC Comics), Marina Sirtis (Star Trek), Adrienne Wilkinson (Star Trek Renegades) and 6 other special guests. Both events had special guests, cosplay contests, gaming tournaments, panels, workshops and vendors.

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