Kathy Vander Pluym
Chandler,Arizona
Summary
Versatile professional in property management and guest services, adept at enhancing tenant relations and streamlining operations. Successfully coordinated compliance documentation and maintained accurate records, ensuring operational efficiency and compliance. Proven ability to build strong partnerships with stakeholders, contributing to increased guest satisfaction and sales.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Macerich
03.2022 - Current
- Assist the property Operations Manager, Marketing Manager, Maintenance Manager, and Security Team with tasks related to tenants.
- Acted as a liaison between tenants and property management, maintenance, HVAC, marketing, and housekeeping. Distributed information via email or phone.
- Coordinated COI requirements for vendors, contractors, and tenants, verifying insurance coverage upon receipt to mitigate risk and ensure compliance.
- Maintain pertinent information and documentation for lease execution and move in requirements (i.e., business information, sign approval, insurance certificates, etc.) and track for ongoing compliance.
- Regularly update and maintain property's/security Everbridge messaging system.
- Maintain and update storage inventory log and ensure that renewal proposals are sent out prior to expiration in partnership with specialty leasing.
- Updated and maintained comprehensive recordkeeping of tenant contact information, emergency contacts, and lease file folders to ensure accessibility and compliance.
- Oversee office supplies and ensure that orders are made timely in accordance with the property policy.
- Build strong professional relationships with center merchants.
- Maintain and update various databases for the Property Management Team including, but not limited to Yardi, MacCentral, Docu-Sign, and Kipsu platforms.
- Support Leasing Administration by preparing all welcome letters for new tenants and any additional correspondence including but not limited to the Retailer Handbook, Emergency Contact Forms, and maintenance of tenant files.
- Work with Accounts Payable and process invoices, refund checks as needed.
- Coordinate meeting room space, conference room, and leasing suite and ensure they are clean and available for future meetings and maintain cleanliness of the office space.
- Work with the Security department in communication with visitor and contractor access needs for buildings and other property locations.
- Maintain all tenant files for perm and special leasing.
- Assist Operations Administrative Assistant with coordinating tenant work with cranes, proper COIs for crane and vendor communication.
- Support Marketing in event initiatives and execution.
- Act as the local contact for Human Resources in ensuring that benefits paperwork is distributed and returned to the corporate office in a timely fashion.
- Attend all mandatory meetings and emergency trainings.
- Onsite photographer for events, pop-ups, marketing, and 360 tenant spaces.
- Oversee refund checks and tenant checks for accounts payable lock box program.
- Maintain and update several mall programs: Select Card, All Access, and Valet Discount Deals.
- Help oversee the property's Kipsu messaging service for training and updates to the system.
- Create all RLA documents for events and pop-ups.
Concierge Manager
JLL-Jones Lang LaSalle
07.2020 - 03.2022
- Supervised four staff, establishing measurable goals to enhance team performance.
- Monitored Guest Services financial performance, ensuring accountability and monthly budget compliance.
- Ensures all guest complaints are followed up with guest satisfaction.
- Assisted guests with inquiries and services at the front desk.
- Facilitated partnerships with 220 mall retailers, restaurants, and vendors to strengthen collaboration.
- Partners with Mall Management team and directly assists the Marketing Manager with daily tasks and on-mall events weekly.
- Orchestrates the guest informational website tool, Text Concierge for property and office building.
- Coordinates the mall and office tenants' meal delivery program.
West Coast Regional Manager for Experience Management
JLL-Jones Lang LaSalle
03.2017 - 07.2020
- Manage the day-to-day operations of 16 different accounts ranging from event planners, and retail concierge, and corporate guest services teams.
- Set goals and objectives, supervised staff and managers, and guided adherence to policies and procedures.
- Maintain proper staffing levels at each account.
- Partner with HR on recruiting for new team members.
- Conducted new hire training and orientation on policies and procedures to ensure team alignment with company standards.
- Review concierge weekly reports and provide Head of Operations high-level overview each week.
- Address performance concerns as immediately as possible, and in accordance with JLL's progressive performance management process, partnering with the assigned HR Advisor for guidance.
- Conduct annual reviews and ongoing feedback to team members.
- Provided on-site event support during events.
- Approve staff timecards and correct any discrepancies.
- Ordered marketing materials to support promotional efforts for each account., equipment, etc. applicable per account.
- Developed and implemented training initiatives and policies to enhance team performance and operational consistency.
- Communicate with the staff and assist with implementing any new programs and initiatives created by the Events & Partnership Team.
- Conduct regular on-site visits with teams.
- Checked in with clients regularly to confirm satisfaction and address any concerns proactively.
- Attend industry networking events on behalf of the company.
- Work with Head of Operations on program strategies and developing new ideas/programs.
- Stay current on market trends and partnership opportunities.
Guest Services Manager-Scottsdale Fashion Square
Corporate Concierge Services
01.2016 - 01.2017
- Monitored the Guest Services financial performance and maintained accountability and budget compliance monthly.
- Supervised staff of six, setting goals, training, motivating, ensuring compliance, and performing daily reconciliations.
- Partners with Mall Management team and directly assists the Marketing Manager with daily tasks and on-mall events weekly.
- Facilitated partnerships with 220 mall retailers and vendors to enhance cooperation.
- Developed relationships with corporate clients to enhance gift card sales.
- Managed gift card operations, achieving 5% annual sales increases.
- Followed up on all guest complaints to achieve guest satisfaction.
- Orchestrates the guest informational website tool, Text Concierge for 30 properties from east coast to the west coast including Arizona properties also.
Guest Services Supervisor-Chandler Fashion Center
Macerich
01.2013 - 01.2016
- Solicited and secured 12 new corporate clients for Gift Card sales amounting to $2M in new sales.
- Managed $2.9M gift card annual operation that delivered 5% to 8% sales increases annually.
- Supervised staff of 3-7, setting measurable goals and ensuring compliance with training, cash handling procedures, and daily deposit reconciliations.
- Followed up on all guest complaints to achieve guest satisfaction.
- Facilitated partnerships with 190 mall retailers and vendors, fostering ongoing cooperation and collaboration.
- Orchestrates the guest informational website tool, Text Concierge for 30 properties from east coast to the west coast including Arizona properties also.
- Manages the Chandler Fashion Center Facebook and Twitter accounts online daily.
- Orchestrates the weekly informational merchant memo for all 190 stores.
- Coordinated the weekly National Geographic Kids club for 250 children.
- Represents the company as the Volunteer Coordinator for Chandler Fashion Center for all Arizona Macerich centers.
- Participated in City of Chandler Leadership program in 2015.
Education
Business Management and Retail Studies -
St. Louis Community College
01-1989
Skills
- Yardi software
- Database management
- Microsoft Office Suite
- Excel spreadsheet
- PowerPoint presentation
- Database management
- Cloud storage
- Document organization
Timeline
Administrative Assistant
Macerich
03.2022 - Current
Concierge Manager
JLL-Jones Lang LaSalle
07.2020 - 03.2022
West Coast Regional Manager for Experience Management
JLL-Jones Lang LaSalle
03.2017 - 07.2020
Guest Services Manager-Scottsdale Fashion Square
Corporate Concierge Services
01.2016 - 01.2017
Guest Services Supervisor-Chandler Fashion Center
Macerich
01.2013 - 01.2016
Business Management and Retail Studies -
St. Louis Community College