• Co-developed revenue growth plan increasing annual event revenues from $3.8 million to $5.4 million per year with current fiscal year revenue forecast exceeding $6.5 million.• Responsible for all operational aspects of over 360 annual internal and external events of up to 2,800 guests operating in over 50,000 sq. ft. of event space. • Managed labour contingent of three Assistant Managers, 12 unionized employees and over 100 contracted staff. Reduced overall budgeted labour costs by over 12% through standardization of scheduling.• Managed all beverage purchases, inventory, price points and costs of goods for the $9 million food & beverage operation including; 170 seat restaurant FRANK, 180 seat Café AGO, the Norma Ridley Members’ Lounge, Espresso Bar as well as the event operation.• Increased beverage revenue by 25%, exceeding $1.75 million in yearly revenues, reduced inventory by 40% and reduced cost of goods sold by 7%. • Negotiated all beverage supplier contracts, managed liquor licensing renewals and expansions under AGCO Risk Based Assessment.• Provided needs assessment and events operational requirements for the $350 million Frank Gehry transformation of the AGO in 2008.• Requested by leadership to represent the AGO during OPSEU CBA negotiations. Team successfully ratified CBA with no labour disruptions.

• Managed events, maintenance and housekeeping departments for Canada’s largest local chamber of commerce with over 9,000 members and over 30,000 sq. ft. of event space. • Successfully managed a labour compliment of 25, unionized employees, with a budget of $380K. • Exceeded forecasted revenue of $2.3 million by over $200K.

Banquet Manager • Requested by Leadership to assume management of Banquet Department to ensure sustainability and growth.• Engaged enhance quality service standards and managed all aspects of 10 room banquet facility generating over $2 million in annual revenues.• Managed wait staff, bartenders & house staff including all scheduling, standards of operation, discipline, training, payroll and gratuities.• Managed all aspects of Pantages Martini Bar, including staff, POS systems and liquor stock control. May 2005 - May 2006Lifestyle Manager• Member of opening team, implementing several revenue streams, including; room service, mini bar, breakfast and concierge services while earning Conde Nast Top 60 New Hotels in the World Award.• Created actionable solutions to guest comments and concerns, utilizing Guest Satisfaction Surveys. Tracked and utilized results to raise Overall Guest Satisfaction score from 70% to 86% within one year.• Identified and created new revenue streams through previously non-existent room service and mini bar.

• Direct report for front desk agents, valets and night auditors. Duties included; scheduling, training, payroll and performance reviews.• Created, implemented and continually developed training manual for new hotel software, service culture and scripting to ease training and improve Front Desk Agents service levels.• Managed all referrals, guest complaints, software issues and concierge service requests. Maintained house accounts, TESA locking system and PBX.

• Extremely busy high profile concierge desk, receiving numerous guest commendations, while completing all tasks within strictly mandated guidelines.(Laid off due to SARS)