Pam Garner Email and Phone Number

• Co-manage Team of 70 Room Reservations and PBX Operators and 6 assistant managers • Responsible for overseeing day to day operations, scheduling and discipline in both departments • Responsible for new hire room reservations agent interviewing, hiring and training • Reviewing metrics to identify areas of improvement or where we are finding success • Ensuring labor metrics are being managed based on call volumes • Achieve department abandonment percentage of 3% or lower regularly • Collaborate and work with co-manager to drive business for Call Center •Drive average monthly potential room revenue of $1.2 million

• Supervised a team of 10 Reservation Agents as well as interacted with agents from outsource call Centers • Responsible for all aspects of developing and implementing training for reservation agents and supervisors • Improved Team call performance from 40% to 52% • Measure and analyze call metrics for agents call performance and providing effective feedback on a weekly, monthly and bi-annual basis • Supervise the day to day reservation operations for Station Casino’s corporate and out sourced call centers • Nominated for and participated in Station Casino’s Relationship Breakthrough Development Leadership Program • Completed all Station Casino’s Leadership Development classes

Drove $1.2 million in revenue yearlyManaged 8-12 Team Members who contacted guests and drive local and out of town business to 17 of our properties. Held TMs accountable to department standards and provided training to help them to achieve success.Organized, collaborated and implemented Host training program for 3 properties..

Lead and motivate high energy Reservations Team which converts 50%+ of sales callsResponsible for training new agents and supervisors on LMS and CMS, Station Casinos Culture and property information as well as conversation strategy and flowResponsible for monitoring agents and providing weekly feedbackUpdating Calls and Sales information to track Team progress toward departmental goalsResolving escalated guest opportunitiesAssist Group Sales in filling Group Blocks in the best interest of Station CasinosTroubleshoot reservations to ensure guest satisfaction and revenue for Station CasinosAssist Reservation Team with questions and concerns regarding hotel offers from Station Casinos

Managed a classroom long term to ensure maximum learning for all students at their current grade levelPrepared students for state testing Managed grades and report cardsHeld parent teacher conferencesCollaborated with grade level teacher for lesson planning

Oversaw day to day office operationsProcessed weekly payroll for 200 hourly workers as well as pieceworkersImplemented and helped organize workplace safety programAssisted AP when necessary to resolve issues with vendors and ensure bills were processed in a timely manner