Operations Manager

• Sep 2021 - Present

Operations Specialist

• Jun 2021 - Present

• Book tours directly with guests and verify reservations from third party vendors (Airbnb, TripAdvisor/Viator, etc)• Coordinate with our catering partner to provide food for tours• Make and maintain reservations as necessary (restaurants, lodging, ferries, etc.) • Scheduling and confirming pick up locations and times with guests • Coordinate day of tour questions and logistics

Player Experience Manager / Office Assistant

• Jul 2020 - Jun 2021

• Handled inbound/outbound support tickets via Zendesk. • Assisted in servicing player accounts with token adjustments, prize adjustments and prize fulfillment. • Assisted in social media monitoring for support. • Collaborated with marketing, merchandise and dev and to drive a better gameplay experience. •Trained new Player Experience Team members • Provided administrative support and various other office duties. • Handled inbound/outbound support tickets via Zendesk. • Assisted in servicing player accounts with token adjustments, prize adjustments and prize fulfillment. • Assisted in social media monitoring for support. • Collaborated with marketing, merchandise and dev and to drive a better gameplay experience. •Trained new Player Experience Team members • Provided administrative support and various other office duties.

Banquet Operations Manager

• Feb 2020 - Jul 2020

• Develop and execute a marketing plan for Banquets and Catering• Sales Prospecting through outbound cold calls and internet leads• Occasionally attend conventions and networking events• Supervise a team of 4 in the catering and banquet department

Banquet Coordinator

• Jan 2019 - Feb 2020

• Prepare Banquet Event Orders, contracts, and quotes for upcoming events• Ensure timeliness collection of all financial deposits and commitments.• Work directly with clients conducting on-site inspections, event planning, and menu planning • Assists upper management in developing and executing a marketing plan

Event Operations Associate

• Aug 2018 - Sep 2019

• Performed set-up and breakdown of event spaces, including chairs, tables, decorations • Ensured event area was in accordance with the client’s agreement/contract, floor plans, safety standards, fire and health codes. • Assisted in event logistics in a variety of capacities including parking assistance, check-in and registration, crowd control and directional assistance, and securing non-public areas. • Performed set-up and breakdown of event spaces, including chairs, tables, decorations • Ensured event area was in accordance with the client’s agreement/contract, floor plans, safety standards, fire and health codes. • Assisted in event logistics in a variety of capacities including parking assistance, check-in and registration, crowd control and directional assistance, and securing non-public areas.

Assistant Front Desk Manager

• Feb 2017 - Jun 2018

• Created and implemented the Front Desk Training Manual – Completed Dec 2017 • Supervised staff and conducted audits to ensure that customer service was at the Diamond standard• Verified and corrected housekeeping invoices • Handled escalated issues immediately, ensured they were resolved and guest recovery was achieved• Checked guests in and out, collected payment and issued keys

Front Desk Agent

• Jan 2016 - Feb 2017

• Check in arriving guest and check out departing guest• Create, confirm and cancel reservations for owners/guest• Compute billing charges and collect payments• Set the new standard for emails to provide clarification for all departments

Building Manager

• Nov 2014 - Jan 2016

Supervised three departments in the 184,000 sqft facility: Facilities, aquatics and fitness • Held a seat on the hiring committee • Trained new hires and newly promoted Building Managers • Ensured that patrons are following policies to provide a safe and comfortable environment for nearly 26,000 students plus community members. • Researched and helped implement a better communication system to increase efficiency Supervised three departments in the 184,000 sqft facility: Facilities, aquatics and fitness • Held a seat on the hiring committee • Trained new hires and newly promoted Building Managers • Ensured that patrons are following policies to provide a safe and comfortable environment for nearly 26,000 students plus community members. • Researched and helped implement a better communication system to increase efficiency