Guest Lecturer Reservations Manager

Kathryn R. Gardner

*** *. ******** ******, ***** Bay, WI 54301

Cellular Phone 517-***-**** Email ********@***.***

SUMMARY OF QUALIFICATIONS

Over 25 years of experience in Hospitality including Non-Profit, Hotel, Conference Centers, and Event venues

Exhibits excellent coordination, organization, and communication

Proven track record of team leadership and supervision, able to delegate authority while maintaining responsibility and managing tasks at hand

Strong ability to research and develop a vision and direction, while working on current and future events and maintaining day to day operations

Excellent customer service skills with guests, customers and employees; exemplary attitude on work and work- related issues

Self-starter with proven experience to prioritize and execute successful and memorable events

On-site event manager, ensures all details are executed to meeting planner’s requests and standards from set up and audio-visual to food and beverage

EDUCATION

University of Wisconsin, Madison, WI May 1992

Bachelor of Arts, Sociology

EXPERIENCE

The Automobile Gallery, Green Bay, WI April 2017 - Current

Executive Director & Director of Administration, Events

Provide leadership and participate with the Board of Directors in developing a vision and strategic plan to guide the organization

Act as a professional advisor to the Board of Directors on all aspects of the organization’s activities. Identifies, assesses and informs the Board of internal and external issues that affect the organization

Ensure the operation of the organization meets the expectations of its visitors, Board and Funders. Maintains professional and ethical standards

Draft policies for the approval of the Board and ensure procedures are in place to implement the organizational policies.

Prepare and executive Press Releases as well as wrote grant requests for this 501(c)3 non-profit organization

Ensure a strategic marketing and advertising plan is executed to keep The Automobile Gallery top of mind while ensuring positive and accurate messaging on social media, in print and in all other marketing and advertising mediums

Maintain staff morale and productivity across all departments. Ensure employees have a positive, healthy and safe work environment in accordance with regulations

Oversee the annual operating budget preparation

Provide for public relations, marketing and communications initiative to raise the Gallery’s visibility throughout the region and nation

The Automobile Gallery, Green Bay, WI October 2016 – April 2017

Director of Marketing and Events

Actively networked in the community to develop relationships to gain event business and memberships

Developed and prospected a broad list of leads and secured sales for meetings, events and memberships

Coordinated and scheduled large volunteer staff for Gallery events and day to day operations

Updated the Gallery website and social media daily

Comprised Gallery newsletters and emails for distribution and marketing purposes

Managed, trained and coordinated staff and bartenders for events based on client’s needs

Assisted Meeting Planners and Event Coordinators to ensure events are implemented and executed according to plans and run smoothly

Developed and implemented a marketing strategy to grow the Gallery brand

City College Plymouth, Plymouth England, United Kingdom September 2015 – April 2016

Guest Lecturer

Gave a series lectures to Hospitality and Tourism students, to support core curriculum

Lecture topics included: Customer Service; Career Options; Meeting Management; Hotel Operations; Event Coordination and Wedding Planning

Liaised with other college lecturers regarding lesson and course content

Mentored college students in group and individual sessions giving advice on career paths and the importance of customer service and a structured approach to event planning

Ameriprise Financial, DePere, WI February 2013 – January 2015

Administrative Support

Provided clerical support to the Advisor Relations, Sales, Client Service, and Underwriting departments

Responsible for completing quotes for new auto and home insurance policies

Identified and distributed incoming and outgoing correspondence

Trained new staff as required

Delaware North Company, Green Bay, WI August 2012 – September 2012

Catering Operations Manager

Supervised Catering Department of 30 employees including catering coordinators, banquet and beverage staff

Responsible for all catering functions at The Atrium and Lambeau Field from origination to execution

Assisted with Green Bay Packers game-day operations

Coordinated all catering functions: Estimated time required to fill catering requests; plan supplies; types of service; staffing and supervision for catered events

Consulted with customers and conferred with food preparation personnel to determine menus. Followed through with details concerning the event

Sold catering services and products to current and new clients

Exhibited excellent customer service orientation, communication and organizational skills required to carry out function of the position

Radisson Hotel and Conference Center, Green Bay, WI October 2007 – August 2012

Social Catering Sales Manager/Conference Services Manager

Managed banquet staff of approximately 40 employees

Doubled the number of Events as well as Weddings sold and serviced at Radisson Hotel

Detailed all requests for food and beverage, room set ups and special VIP requirements

Consulted with Meeting Planners to arrange meetings for Trade Associations, Corporate and Tribal Groups

Contracted, serviced and organized all banquets, receptions, room blocks and meeting requirements for weddings, meeting and social events of 10 to 1500 people

Exceeded customer expectations by ensuring staff provided the highest standard of customer service and teamwork

Achieved sales and profitability goals to assigned market segments by booking business and ensured all service was bestowed in accordance with the standards set by Radisson Hotel

Attained and improved budgeted sales goals by reviewing them quarterly and took action to improve them

Prepared and reviewed budgets to assure compliance

Responded to customer inquiries, scheduled and conducted property tours and promoted and sold facilities and services

Utilized computer skills including Microsoft Office, Meeting Matrix, Delphi, and Opera programs

Prepared and manned tradeshows for Wedding market

Great Wolf Resorts, Madison, WI September 2005 – September 2007

Director of Central Reservations

Recruited, hired, and managed the Central Reservations Department staff of approximately 150 employees

Oversaw call center that received over 6000 calls a day to make reservations for all nine Great Wolf Lodge properties with 200-400 rooms each

Trained agents in sales techniques to focus on sales and conversion

Analyzed call volume, conversion and booking pace/trends to assist all nine properties in financial objectives of yield management

Ensured all promotions and yield management strategies were set up correctly for effective reporting for the Directors of Revenue Management at each property

Grand Hotel, Mackinac Island, MI October 1997 – September 2005

Vice President

Recruited, hired, trained and managed the Reservation Department, Front Desk, and Telephone Operators to ensure proper selling strategies were followed, customer service and all standard operation procedures were in place and adhered to, for this now 129-year old, four diamond, service-oriented summer resort

Oversaw daily bookings for this 385 guest room summer hotel

Addressed and resolved all customer service issues before, during and after guest departed

Maintained a high occupancy rate of at least 95% per month, by working with the Convention and Sales Staff on room blocks for their contacts while maintaining the highest revenue per room

Worked with Marketing to establish print ads in newspapers, magazines, yearly newsletter, and promotional rates, to ensure the hotel was booked to its greatest potential

Updated yearly, collateral brochures and guest information booklets, checkout folders, rate brochures, and special package brochures

Responsible for Internet reservations, inquiries, sales, and updates

Grand Hotel, Mackinac Island, MI October 1996 – October 1997

Reservations Manager

Oversaw Front Office, including Reservations, Front Desk and telephone operators, including hiring and training all staff for each area

Maintain daily room inventory

Apprised all departments of room availability, contents of guestrooms, and Front Office daily procedures

Grand Hotel. Mackinac Island, MI May 1996 – October 1996

Convention Manager

Consulted with meeting planners to plan conventions of 20-500 people, including private dinners, cocktail parties, golf outings, tennis tournaments, fun runs, picnics, cookouts, and general meeting set up

Coordinated all types of convention business, including corporate and social business

Worked with all departments from Beverage to Front Office before, during and after conferences, to ensure clients high expectations were met

Sold conference space and room blocks for trade associations, corporations, group tours, family reunions, and weddings

Conducted daily walk through of all meeting space and public space to verify rooms were correctly set

Coordinated a variety of trade shows from set up to take down

Institute for Academic Excellence, Madison, WI January 1996 - May 1996

Meeting and Event Coordinator

Booked hotel and convention space for 1-3 day educational seminars for 20-300 people, in over 30 different cities throughout the United States

Arranged airline flights and hotel rooms for all presenters at each seminar location

Set up and executed all audio-visual equipment during seminar

Coordinated on-site arrangements and activities

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