Matthew Kerns Email & Phone Number

Gig Harbor, Washington, United States

Provided leadership and day-to-day management of the Recreation Services Division in support of the District's mission, goals, and objectives. Responsible for the planning, development, promotion, and delivery of PenMet Parks' comprehensive recreational program services, including but not limited to community recreation programs, sports programs, community events, outreach, and facility rentals. Serves as a member of the District Leadership Team and has direct engagement with the Board of Park Commissioners, staff, community partners, vendors, contractors, consultants, and the public. * Served as Interim Recreation Manager January-July 2021.

Tacoma, Washington

Under the general direction of the Recreation Manager, supervise, organize and oversee the development and implementation of community center operations including rentals, memberships, customer service, maintenance, and recreational programs.Provide recommendations and expert advice in the design, review and improvements to community center facility.Research community need and meet with neighborhood and community groups to define core programs and community partnerships. Work cooperatively with internal and external partners to ensure the delivery of recreational programs as identified through community needs assessments.Develop relationships with partnership groups and agencies that facilitate the program and/or center mission.Develop guidelines and procedures of operation for the center. Create implementation, management and oversight tools to ensure adherence to policy and procedures.Develop and monitor budget for applicable responsibilities. Create tools for staff use for pricing and development of activities to meet budget projections. Develop and implement marketing and promotional campaigns to increase membership and rental sales.Develop and implement a comprehensive customer service procedure manual and training plan that ensures first class customer service is delivered to the public at all times.Monitor and evaluate attendance, revenue and training statistics and assigns protocols and guidelines to ensure integrity of data and systems management.Complete research and data processing and analysis for performance measures and grant requirements.Develop and monitor partnership agreements and agency contracts associated with center activities.Create, update and manage the business plan for assigned center: tracks plan performance, trends, direction and alternative for operations.

Perform complex and professional level administrative and managerial support to the Assistant Executive Director, Executive Assistant, senior leadership, Park Commission and to other members of agency committees and advisory councils.Develop, propose and manage assigned projects and initiatives, evaluate and develop policies and procedures, conduct cost and feasibility analysis, develop and administer contractual agreements and grants, conduct business process reviews and evaluate workflows, engage in benchmarking with other agencies and organizations and develop performance metrics to evaluate outcomes.

Star Center

*Served as Interim Center Supervisor from Oct 2016- April 2017.Motivated and supervised 8-13 guest services staff, including a lead. This included hiring, training, coaching, scheduling and performance evaluations. Administered day to day general operations regarding registration, customer concerns, and staffing. Oversaw all aspects of planning and implementing free community center events. Assisted in budgeting, partnerships and other collaborations.

Coca-Cola Southcenter Mall

Managed complete operations at a Coca-Cola retail store at the Southcenter Mall including merchandise presentation, team member training, sales, and customer service. Responsible for building and retaining a high performing and diverse workforce and representing three partnering organizations, Event Network, Coca-Cola, and Westflield Southcenter Mall. Achieve store's payroll rate, inventory goal and expense targets.

Lemay America'S Car Museum

-Provide optimal guest service ensuring that all the guest needs are met in a timely manner. -Assist the Store Director in leading the team members in optimal guest service. -Responsible for higher level transactions to include cash and safe balancing. - Resolves guest service issues. - Responsible for leading the Sales Team to ensure optimal guest service.- Builds strong relationships with team members to align and support execution of business results.- Responsible for executing and maintaining all visual presentation directives. - Performs daily tasks such as cleaning, store recovery, and merchandise placement. - Responsible for optimal guest service of all team members.- Required to maintain full knowledge of the venue's building and its programs.- Ensures a clean, organized and safe environment for guests to shop in.

Tacoma, Washington

Under the direction of the South West Recreation Supervisor or assigned supervisor, provide oversight of STAR Center Customer Services staff. Perform a variety of customer service and clerical support duties as assigned. Interact with customers to provide information to promote Metro Parks activities and respond to inquiries about facilities and programs. Serve as lead and oversee all front desk operations. Hire, train, supervise and evaluate front desk staff and implement corrective action when needed and maintain monthly schedule for all staff shifts. Manage all cash handling and registration procedures for center staff including, but not limited to bank deposits, revenue reports, making change and till audits. Acted as Volunteer Coordinator for volunteers at STAR Center.

Urban Studies- Community Planning, Urban Studies/Affairs

Associate Of Arts (Aa), General