Karla Gonzales
San Diego,CA
Summary
Dynamic leader with proven expertise in labor forecasting, scheduling, and event logistics, honed at San Diego Convention Center Corporation. Excelled in staff training and development, significantly enhancing team performance and operational safety and efficiency. Achieved LEED certification upgrade and launched impactful staff engagement programs, demonstrating exceptional team integration and building skills.
Overview
12
12
years of professional experience
Work History
Event Operations Manager
San Diego Convention Center Corporation
07.2022 - 10.2024
- Led and directed the Event Operations Departments of Event Setup and Cleaning Services by maintaining operational effectiveness and efficiency in all phases of event functions.
- Oversee the utilization and maintenance of the convention center's 10 exhibit halls, 72 meeting rooms, exterior terraces, pre-function space, and 33 restrooms.
- Solved issues of diverse scope by collaborating with all convention center departments to analyze revenue and expense data to evaluate event activity, client expectations, capital improvements, and staffing numbers.
- Utilized Momentus Elite software to manage and coordinate all logistics of event planning, execution, quick changeovers, and transitions from event to event.
- Define workload and expected accomplishments for cleaning and event set up supervisory teams, holding accountability for job completion and utilization of resources personally or through those subordinate supervisors.
- Oversee the selection and performance of the 10 Event Operations Supervisors through performance evaluations, auxiliary tasks, and goal-setting.
- Responsible for the development and implementation of the Event Operations Supervisor's initial training program utilizing a 3-month, one-on-one, shadow model to work through the two Event Operations departments, Event Set up and Cleaning Services, and cross-training on the three timed shifts they might be assigned to.
- Budgeted employee labor hours for three set shifts spanning 24 hours a day, taking into account both event activity and employee strengths, training, and equipment certifications.
- Reduced operational risks to deadlines while organizing data to forecast each shift's performance trends.
- Launched two staff engagement programs including employee prize incentive programs with the dual result of increasing supervisor acknowledgment of positive performance and employee's positive and improved performances; proposed and operated a performance-based continued education scholarship for employees and their families in collaboration with Human Resources.
- Engaged in employee training and discussions of gender diversity and cultural understanding with all team members to foster community and teamwork in a diversified workforce.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's strengths and initiated individual coaching and counseling to improve areas of weakness with supervisors and employees.
- Recruited and hired Event Setup, Exhibitor Services, and Cleaning Services personnel, working to establish key internal staffing metrics and outline the scope of those positions for the organization.
- Responsible for the development and implementation of the departmental orientation of the Event Setup, Cleaning Services, and temporary staff new hires.
- Wrote and updated SOPs for all Event Operations procedures and equipment.
- Developed and directed scripts for all Event Operations training videos based on procedural and equipment SOPs, worked with the rest of the management team to produce and edit the final video product and YouTube training channel.
- Developed and oversaw the expert-level "Tier 2" recognition program that contained multiple layers of detailed expert-level evaluations on all aspects of the employee's experience and training.
- Worked with SDCC leadership and SEIU Union representation to negotiate a fair and universally satisfying Collective Bargaining Agreement for represented employees.
Event Operations Supervisor
San Diego Convention Center Corporation
11.2014 - 07.2024
- Supervise and allocate assignments for 25-100 staff in 2 departments for a 2.6 million square foot building based on client priority, personnel skill sets, and workforce availability.
- Prepare daily plans of action that adapt to client and staffing obstacles to accomplish the objectives of both the Cleaning Services and Event Setup departments.
- Perform inspections of room sets and cleaning standards to identify and document work quality and performance deficiencies and determine possible solutions.
- Produced detailed pass-downs that accurately documented shift progress and set up the following shift with all the tools and information needed to succeed.
- Consistently coordinated all equipment and labor logistics for 1-4 hour quick changeovers of 2000-4000 seating arrangements in the exhibit hall and ballrooms from general sessions to banquet and reception arrangements.
- Consistently maintained exceptional banquet and reception cleaning standards for up to 50 bars in one evening for corporate and association events.
- Developed an 8-day mentoring plan for cross-training cleaning staff for specialized assignments like dock worker and storekeeper.
- Played a key role during LEED audits by directly monitoring staff compliance with recycling standards contributing to the convention center’s LEED certification being raised from silver to gold.
- Utilized CMMS operation software to track progress on inventory cleaning and building maintenance.
- Collaborated with fellow supervisory team to train staff on the proper methods of all building hard floor and carpet care.
- Developed cooperative relationships with in-house event management and security, as well as contractors for production, AV, deco, and freight to meet our collective deadlines and coordinate event transitions and dock usage.
- Worked side by side with the Exhibitor Services team to ensure cleaning staff met and exceeded client expectations of the exhibitor booth cleaning packages purchased by exhibitors.
- Reviewed, calculated, and coded labor hours to multiple events each day to produce accurate timesheets for client billing and employee payroll.
- Recognized by staff and management for creating a positive atmosphere, and consistently conveying an attitude of appreciation, enthusiasm, and integrity.
- Trained employees on OSHA compliance and general safety procedures for all tasks and equipment usage.
- Developed new equipment and procedural SOPs.
- Documented and coached employees on performance and attendance issues with an improvement and retraining mindset.
Banquet Houseman
San Diego Bayfront Hilton
10.2012 - 11.2014
- Reset ballrooms, meeting spaces and banquet areas for future functions by disassembling tables and chairs, and properly storing equipment.
- Checked banquet storage areas to maintain inventory levels and organization.
- Set up event and meeting rooms by emptying garbage receptacles, straightening chairs and restocking materials such as pens and note pads.
- Collaborated with other banquet and bar staff to facilitate efficient service.
- Gathered and removed used linens from tables to prepare for cleaning.
Education
Year 1 & 2 Certification - Venue Management
IAVM Venue Management School
Tampa, FL07-2022
No Degree - Facilities Management Certification
UCSD Extension
San Diego, CA07-2025
Skills
- labor forecasting and scheduling
- OSHA compliance
- Equipment planning, staging, logistics and storage
- Staff training and development
- Team assessment and building
Accomplishments
Awarded 4 scholarships from IAVM:
- Outstanding Leadership 2018
- Women in Leadership 2019
- Venue Management School Years 1 &2 2022
Creator and Co-Administrator for the San Diego Convention Center's Employee Professional Development Scholarship
Judge for 2 years for Executive Women's International Scholarship Program (EWISP)
Affiliations
- IAVM Member
Timeline
Event Operations Manager
San Diego Convention Center Corporation
07.2022 - 10.2024
Event Operations Supervisor
San Diego Convention Center Corporation
11.2014 - 07.2024
Banquet Houseman
San Diego Bayfront Hilton
10.2012 - 11.2014
Year 1 & 2 Certification - Venue Management
IAVM Venue Management School
No Degree - Facilities Management Certification
UCSD Extension
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