Lisa Luchau Email & Phone Number

Seattle, Washington, United States

Supporting twelve wine tasting rooms with eight different brands across five states and ensuring needed resources are available to the teams that take care of the guests who visit.- Trained and empowered managers to act as owners of their own tasting rooms including oversight for budgets, training, and guest service.- Introduced a new recognition and bonus program for General Managers, rewarding them for running a well-rounded business.- Reduced expenses by 25% in the first year, adapting to a changing retail environment. - Launched a new loyalty program for wine club members with enhanced recognition and benefits for longevity in the program.

Seattle, Wa

Creating memorable experiences where guests taste, explore, and discover chocolate in new ways.- Increased guest visits by over 100% in the first year- Increased retail revenue by more than 25% in the first year - Hosted over 2700 satisfied guests for the annual haunted factory experience, receiving an average of 5/5 stars on Trip Advisor and Yelp.- Pivoted business to adapt to pandemic restrictions including introducing virtual tours and tastings.

Seattle, Wa

Providing consulting for airline catering operations, food and beverage product, airline lounge operations, and customer service. - Contributed to an increase of 40% in new business for a small airline catering company- Provided new business feasibility reviews for potential inflight products including cost impact and logistics- Advised hotel on opportunities and challenges involved with airline catering which led to new business launch- Participated in several airline lounge business Q&A panels providing insight into potential lounge opportunities- Providing detailed customer experience evaluations to hospitality and retail companies

Seattle, Wa

Oversaw the catering operation for over 1,000 flights a day for both the mainline and regional flights. Developed service, selected product, and launched all facets of the inflight service including food, beverages, service equipment, and inflight marketing collateral. Partnered with inflight leadership to ensure successful delivery to customers. Audited vendor operations to ensure compliance with quality and safety metrics. Oversight of a $118M catering product and operation budget.• Successfully negotiated multiple contracts with key vendors focused on cost savings initiatives and lean processes.• Developed and launched award-winning food and beverage offering for both first-class cabin and main cabin retail program focused on local products and partnerships.• Launched catering services on over 140 new routes, including those with non-conventional catering models.• High annual employee engagement scores of over 95% with strengths in mentoring, motivation, work/life balance, and employee advancement.• Implemented industry-recognized on board recycling program with 100% vendor participation combined with over 85% sustainably sourced service-ware on flights.• Worked in partnership with engineering and inflight to design new aircraft galleys for 737-900ER aircraft.• Oversaw the regulatory compliance for all U.S. state and federal liquor laws, catering security requirements, and airline safety policies.

Managed airline lounge program with over 100 Concierges whose primary focus was on providing caring customer service to over 50,000 monthly guests. Selected all food and beverage products with a goal of meeting customer needs while managing costs. Created marketing materials to highlight lounge benefits in an effort to encourage new memberships. Oversaw the remodel and refurbishment of each room as needed.• Hired and managed performance for all of the concierge staff and leaders; recognized as the best customer service staff making a difference for each customer.• Negotiated and developed contracts with other airline partners in an effort to expand benefits for member’s access to additional locations. • Created elite “meet and greet” program for high-profile guests traveling between Los Angeles and Vancouver, BC for movie production.

Seattle, Wa

Participated in the oversight of a large call center with over a hundred customer service representatives who provided top notch customer service to loyal customers via phone or online. Partnered with IT to ensure that miles from over 40 mileage partners and dozens of annual promotions were accurately created and appropriate mileage was posted to member accounts.• Collaborated on cross-functional teams to implement electronic options for mileage redemptions, retro mileage crediting and promotion travel.• Interacted with Gold MVP elite customers at monthly lunches to understand service interactions and areas for improvement.• Defined business requirements that ultimately resulted in an electronic option for customers using companion certificates.• Interacted with international vendor leadership to ensure quality responses to customer’s emails.• Monitored agent call statistics to ensure expected metrics were met.

Seattle, Wa

Managed all areas of an international airline including ground operations, customer service, and customs handling. Primarily responsible for oversight of the contract operations (above and below the wing) for Japan Airlines, Thai International, SAS, and British Airways. Awarded Japan Airlines North America Customer Service Leader Award.

Mba, Business Administration, Management And Operations

Masters in Business Administration

Ba, Social Sciences