Kathryn Maassen
Hamersville,Ohio
Summary
Dynamic operations manager with a proven track record at Kampgrounds Enterprises , excelling in employee motivation and workflow optimization. Enhanced customer satisfaction through strategic problem-solving and effective communication, leading to increased repeat business. Skilled in MS Office and KPI tracking, I consistently implemented successful strategies that improved operational efficiency and guest experiences.
Overview
15
15
years of professional experience
Work History
Campground Manager
Kampgrounds Enterprises
06.2010 - 07.2025
- Developed a strong reputation as a reliable Campground Manager, resulting in increased referral bookings and repeat business.
- Evaluated employee performance regularly for continuous improvement in staff productivity levels.
- Successfully resolved conflicts among campers by employing strong communication and mediation skills.
- Maintained accurate records of reservations, payments, maintenance tasks, incident reports, ensuring easy access to information when needed.
- Implemented eco-friendly practices within the campground operations leading towards sustainability goals achievement.
- Increased return visits by maintaining a clean and well-organized campground environment that exceeded guest expectations.
- Updated policies and procedures in line with industry best practices to maintain compliance with applicable regulations and standards.
- Organized engaging events and activities that catered to various age groups, promoting an inclusive atmosphere at the campground.
- Developed comprehensive staff training programs to ensure a high level of service delivery.
- Optimized staffing schedules for optimal coverage during peak seasons, ensuring seamless operations across all areas of the campground.
- Streamlined reservation processes for improved customer experience and increased bookings.
- Boosted revenue through effective marketing campaigns and promotional activities targeted at potential campers.
- Established safety protocols for emergencies, ensuring swift response from staff members in crisis situations.
- Enhanced guest satisfaction by implementing efficient campground management strategies.
- Conducted regular site inspections to identify potential hazards and address them promptly, mitigating risks to guests'' safety and wellbeing.
- Facilitated smooth communication between departments aiding better coordination leading towards efficient daily operations.
- Ensured timely maintenance and repair of facilities, providing a safe and comfortable environment for guests.
- Tracked facilities and equipment safety and cleanliness and took corrective action to resolve emerging issues.
- Arranged packed activity schedule with numerous outdoor activities, crafts and learning opportunities.
- Collaborated with HR on hiring and onboarding staff, managing onboarding documents, and payroll oversight.
- Offered campers compassionate support for personal and social issues, helping each develop positive skills for dealing with interpersonal conflicts.
- Trained staff in proper implementation of program systems, familiarizing with camp traditions and verifying basic knowledge of activities, trained and mentored new/experienced work campers.
- Hired and managed 15-55 camp staff members.
- Attended required meetings and training sessions.
- Managed camp operations for the Grand Canyon KOA and Circle Pines KOA facilities serving up to 1200 campers each day.
- Liaised with food service managers and cooks with respect to food-related program requirements.
- Handled administrative and business management needs for two campgrounds
- Answered phones quickly, addressing questions, taking messages and forwarding calls.
- Performed staff evaluations and addressed areas for improvement.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Evaluated and promptly resolved lodging facility operational issues.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Developed and implemented promotional strategies to increase occupancy.
- Assisted with development and distribution of marketing materials for facility.
- Implemented successful strategies to increase customer satisfaction.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Cafe Manager
Circle Pines KOA, Grand Canyon KOA
06.2010 - 07.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and led barista training programs to improve coffee quality and service speed, elevating customer satisfaction.
- Enhanced customer experience by implementing new caf�� layout that encouraged more foot traffic and comfortable seating arrangements.
- Increased caf�� revenue through strategic marketing campaigns that highlighted unique offerings and promotions.
- Maintained rigorous health and safety standards, ensuring clean and safe dining experience for all patrons.
- Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
- Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
- Expanded menu offerings to cater to diverse dietary preferences, enhancing overall customer satisfaction rates.
- Streamlined cafe operations for increased efficiency and reduced waste, with thorough inventory management.
- Kept cafe in full compliance with health code standards and achieved consistent scores above [Number].
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Responded to customer feedback with prompt and effective solutions, reinforcing commitment to customer satisfaction.
- Led cafe through significant renovation project, improving both aesthetics and functionality, attracting new customers.
- Oversaw daily financial operations, including cash handling and budget management, to ensure profitability.
- Optimized supplier relationships to secure best prices for high-quality ingredients, positively impacting margins.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Introduced new menu items to add variety and selections and meet customer preferences.
- Secured daily cash by verifying totals and making nightly deposits.
- Managed inventory and negotiated with suppliers to ensure fresh ingredients were always available, reducing waste.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Go Kart Operations Manager
Kampgrounds Enterprises
11.2016 - 07.2025
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Implemented quality control systems to boost overall product consistency and reliability.
Education
High School Diploma -
AFCENT International High School
Brunsum, Netherlands Skills
- Problem-solving
- MS office
- Operations management
- Key Performance indicator tracking
- Decision-making
- Workflow optimization
- Employee motivation
Timeline
Go Kart Operations Manager
Kampgrounds Enterprises
11.2016 - 07.2025
Campground Manager
Kampgrounds Enterprises
06.2010 - 07.2025
Cafe Manager
Circle Pines KOA, Grand Canyon KOA
06.2010 - 07.2025
High School Diploma -
AFCENT International High School