Team Lead- Execute an onboarding / Off-boarding process for all customers (new/upgraded) and minimize the time to complete integration / removal- Maintain strong relationships with customers to help drive loyalty and engagement- Oversee a team of Integration Managers, offering ongoing guidance to ensure the delivery of a smoothonboarding process for customers- Collect feedback from customers and provide it to the Account Managers, Product and Leadership teams about our services and industry trends- Drive usage of product features contributing to customer engagement and retention throughout theonboarding period- Support the integration of AutoVerify tools into the customer's technology platform- Provide account support by adding users, updating system preferences, and resolving technical issuesquickly- Perform the initial Playbook call in collaboration with the Account Manager- Input accurate and up to date customer information in our CRM database (HubSpot)- Work closely with the Growth Team to ensure strategic alignment and healthy transition of relationships- Create and maintain documentation and resources to ensure the success of the Integration team- Work closely with Technology and Product to ensure customers’ needs are met during customeronboarding stagesAccount Manager- Build and maintain strong relationships with both customers and product users, and continually drive the value of our business solutions- Communicate new features, enhancements, and products to customers in order to drive upgrade opportunities- Negotiate monthly or annual contracts with existing client base- Manage a growing portfolio of accounts and consistently deliver a positive customer experience to all- Act as the main point of contact for my portfolios of existing customers and respond to all inquiries via email, live chat, or phone call- Determine high risk customers and nurture accounts to effectively avoid churn

• Using travel experience to sell the products and destinations • Building, maintaining and managing your client portfolio• Providing exceptional customer service in person, over the phone and via email&text• Preparing and issuing invoices, receipt payments and maintain financial documents

• Supervised staff and oversaw all aspects of facility operations related to events.• Built strong relationships with clients. • Met with client groups to plan and organize assigned meetings and/or events.• Coordinated activities with the various service contractors for assigned meetings and/or events.• Guided clients in preparation of events by interpreting and explaining contract provisions, policies and procedures.• Kept clients informed as to status of deadline schedules, including but not limited to floor plan submissions, meeting room set-up specifications, insurance requirements and other relevant details.• Prepared cost estimates and monitors final billing.• Ensured departmental sales goals for food and beverage are met or exceeded.• Provided clear, concise, and timely communication of detailed requirements to operational departments.• Assisted in training event services staff.• Served as primary liaison between clients and facility departments.• Monitored in-house events, maintaining close contact with clients and facility staff to ensure successful events. Followed-up on all client requests, concerns, and problems.• Attended appropriate planning, organization and other event and facility meetings in support of facility operations.• Served as manager on duty as required.

• Led and managed the Banquet and Restaurant department, ensuring all service standards are followed • Monitored a 140 seat restaurant to ensure it maintains a first class and positive visual impact; including ambiance, décor and service delivery • Monitored all functions to ensure it maintains a first class and positive visual impact; including ambiance, décor and service delivery • Coached and trained the Banquet and Restaurant leadership team in all aspects of the department • Followed the annual budget and administer it in a fiscally responsible manner • Ensured accurate billing for each event is recorded • Responded to guest concerns and react quickly and professionally • Monitored all Banquet and Restaurant facilities for cleanliness, repair and maintenance, reporting any deficiencies as required • Balanced operational, administrative and Colleague needs • Followed all safety and sanitation policies when handling food and beverage

• Ensure the achievement of sales objectives on a monthly, quarterly and yearly basis• Solicit group, transient and/or banquet business through action plan preparation and execution• Establish parameters, quotes and negotiate prices, confirming by written contracts • Confirm all event related information with clients • Establish and maintain rapport with clients, prior to, during and post conference or social event, encouraging repeat business • Organize convention, wedding and social event bookings from date of booking to departure, including meeting requirements, guest room requirements, guest room pickup, food & beverage and audio visual • Create floor plans for each event to ensure banquets and clients are in agreement prior to set up • Initiate billing procedures, ensuring any deposits and/or credit applications are received with adequate information and within an acceptable time frame • Conduct pre-event meetings with clients and pertinent departments to confirm all relevant details are communicated • Conduct and/or attend daily meeting to review event contracts and ensure last minute changes are communicated with appropriate departments • Follow departmental policies and procedures • Follow all safety policies

• Led and managed the Banquet and Restaurant department, ensuring all service standards are followed • Monitored a 140 seat restaurant to ensure it maintains a first class and positive visual impact; including ambiance, décor and service delivery • Monitored all functions to ensure it maintains a first class and positive visual impact; including ambiance, décor and service delivery • Coached and trained the Banquet and Restaurant leadership team in all aspects of the department • Followed the annual budget and administer it in a fiscally responsible manner • Ensured accurate billing for each event is recorded • Responded to guest concerns and reacted quickly and professionally • Monitored all Banquet and Restaurant facilities for cleanliness, repair and maintenance, reporting any deficiencies as required • Balanced operational, administrative and Colleague needs • Followed all safety and sanitation policies when handling food and beverage

• Managed and oversaw all catering events that occur within Saddledome and McMahon Stadium as applicable.• Oversaw the catering staff of approximately 30 employees.• Reviewed current menu and made changes and recommendations for the upcoming NHL season.• Worked along with the Executive Chef to ensure changes for upcoming menu meets the needs of clients• Administration of payroll and gratuity pool for all employees within the catering department.• Completed orientation for new hires and ensure policies for staff are communicated on an on-going basis.• Assisted in the resolution of credit card and billing discrepancies.• Assisted in recruiting, hiring and training of new and existing staff.• Utilizes a ‘hands on’ approach to the supervision of the department.• Support menu costing, budgets and forecasting, while ensuring targets are met.• Ensured the implementation of nightly and month end inventory reconciliation is adhered to and calculate cost of sales.• Point of Sale work to include maintenance of the system and general updating and order entry.• Coordinated the ordering of all required supplies with warehouse and VP of Food & Beverage with respect to equipment supplies.• Monitored staff levels, adjusting labour requirements as required; optimizing customer service and business requirements.• Attended and oversaw weekly department meetings.• Assisted with CFL season at McMahon Stadium.• Coordinated with different production companies concerning the food and beverage for the artist’s performing in the building and providing them with quotes on pricing.• Beverage profitability, analysis of beverage control (cost of beverage with respect to sales) event basis.• Comparative analsys benchmarking from other similar sized events to ensure forecasting of beverages required for upcoming events

• Hires, trains, schedules and reviews all departmental staff.• Checks quality of work, monitors improvements and performance.• Directs the proper set-up and breakdown of all banquet functions.• Ensures employee and guest safety in the set-up and arrangement of banquet functions.• Works closely with the Executive Chef to ensure proper meal counts and scheduling of staff.• Directs the proper service of food and beverage in accordance to contractual agreements.• Conducts pre-function meetings with staff to ensure the proper service requirements of banquet functions.• Greets and maintains communication with the customer contact before and throughout the function to ensure that all arrangements are satisfactory.• Completes final billing and presents to the customer contact for payment. • Records and reports quarterly inventories of all banquet supplies, purchases additional supplies with the approval of the General Manager.• Maintains cleanliness of all banquet rooms, service areas and equipment.• Directs and ensures that proper handling, usage and storage of all banquet equipment and supplies.• Maintains constant communication with the Executive Chef • Participates in B.E.O. meetings and weekly staff meetings.• Ensures that staff is in adherence to hotel uniform/grooming standards at all times.

• Lead and manage the Banquet department, ensuring all service standards are followed • Monitor all functions to ensure it maintains a first class and positive visual impact; including ambiance, décor and service delivery • Coach and train the Banquet leadership team in all aspects of the department • Follow the annual budget and administer it in a fiscally responsible manner • Ensure accurate billing for each event is recorded • Respond to guest concerns and react quickly and professionally • Monitor all Banquet facilities for cleanliness, repair and maintenance, reporting any deficiencies as required • Attend pre-conference meetings with clients to confirm all relevant details are communicated • Balance operational, administrative and Colleague needs • Attend regularly scheduled departmental meetings • Follow outlet policies, procedures and service standards • Follow all safety and sanitation policies when handling food and beverage