Kimberly Huff
HENDERSON,NV
Summary
Experienced global operations leader, working in a variety of markets around the world in gifted in unique structures or environments, coordinating tactical plans, and devising proactive strategies focused on enabling growth and maintaining a great guest experience that drives revenue and manages cost containment efforts. Oversees global experience workforce planning and improvements and brings 28 years of Operations, Hospitality, Food & Beverage, and Guest experience.
Overview
28
28
years of professional experience
Work History
Senior Director of Global Operations
Imagine Exhibitions
Las Vegas, NV
02.2023 - Current
- Manages and operates experiences and large scale I.P stories (Harry Potter: The Exhibition, Titanic, Cabinet Lounge & Lock Speakeasy) and operational teams all over the world, to include Las Vegas to Macau, SAR of China.
- Leads all global collaboration efforts and operational processes and development for new and existing experiences with Venue Operations, Food & Beverage, Retail, Box Office, Ticketing and Guest Services Operations.
- Acts as a key liaison between global venue management for various sites, Senior Management, Production & Design, and all stakeholders of Imagine Exhibitions.
- Delivers operational integrity with providing a collaborative environment for peers and staff, developing processes and standards for better business and guest experience & services to include Company Handbooks, Payroll Systems, S.O.P. format for Exhibit, Guest Services, & Ticketing Departments as well as Food & Beverage and Retail Operations.
- Develops & maximizes operational efficiencies, to include the awareness of the guest experience in unique markets, maximizing revenue generation, and cost containment methods without sacrificing the experience.
- Builds and executes operational expense models over the entirety of the experience or show, which includes load -in, build-out, and live operations during the experience. R.O.I and annual budgets and forecasts with various departments and partners.
- Identifies and hires operational talent from all over the map, including the leadership teams that manage and operate our bars and experiences.
- Connects various departments and partners to strategize processes, floor plan layouts, and the guest experience path, with strong awareness to the specific market and customs to execute operational functionality and guest services.
- Researches and works with partners within the region to remain successful with trends and best practices for venue operations and ticket sales.
- Manages operational teams all the world, including Directors, General Managers, Food & Beverage leaders across the company portfolio.
- Led cross-functional teams to develop and implement operational strategies
- Drove continuous improvement initiatives to optimize operational efficiency
- Executed strategic planning and budget management for global operations
- Established key performance indicators and metrics to measure team performance
- Negotiated contracts with vendors and third-party providers to streamline operations
- Collaborated with senior leadership to align operational goals with business objectives
Director of Operations
Imagine Exhibitions
Las Vegas, NV
10.2021 - 01.2023
- Successfully planned and opened new venues and cocktail bar experiences within the Las Vegas market, advancing Imagine Exhibitions to the premier experience & exhibitions company on the STRIP.
- Created and implemented guest service initiatives in Las Vegas for all exhibitions and bars to include vehicles, measurement, and delivery.
- Managed team performance for multiple departments and exhibitions to include box office, retail operations, production, food and beverage, exhibition operations,warehouse, and local procurement operations.
- Analyzed and enhanced KPI data on product, processes, sales, and channels to increase guest experience satisfaction and revenue.
- Accumulated guest communication channels and streamlined and guest feedback, scores, and surveys to provide a guest response within 72 hours of submission.
- Responsible for growth and opening of four new exhibitions, food and beverage experiences, and company initiatives for guest service policies and procedures.
- Evaluates operations and sells strategy with successful administration of business changes leading to revenue generation and exemplary guest services.
- Implements company policy and processes for Las Vegas, to include manuals, SOPS, OSHA, and compliance for local and federal agencies to ensure optimal safety, guest services, and consistent operations.
- Acts as employee and labor relations for the staff in the Vegas market to include collective bargaining team members.
- Reviews expenses and revenues via Profit and Loss statements and in reports of EBITDA.
- Evaluates the efficiency of business procedures and policies according to organization objectives and apply movements.
- Collaborating with partners and local stakeholders such as Clark County Health Dept, Caesars Entertainment, MGM, and the board of commissioners on licensing, making a better business and guest experience.
- Utilizes partnerships and knowledge of the Las Vegas market to create and elevate partnerships based on common goals of tourism and guest services.
- Devised, implemented, and managed promotion and guest service initiatives to enhance profits and drive customer engagement.
- Led cross-functional teams to develop and implement operational strategies
- Established key performance indicators and metrics to measure team performance
- Negotiated contracts with vendors and third-party providers to streamline operations
- Mentored and coached teams to enhance their professional development and performance
Corporate Manager - Attractions Box Office
Caesars Entertainment
Las Vegas, NV
10.2019 - 11.2021
- Managed teams for multiple attraction's box offices to include Eiffel Tower- Paris LV, High Roller Wheel- Promenade, Promenade and Real Bodies Exhibit at Horseshoe.
- Analyzed and enhanced product, sales and channels to increase guest experience satisfaction and revenue through KPI processes.
- Evaluated operations and sells strategy with successful administration of business changes leading to revenue generation and exemplary guest services.
- Reviewed expenses and revenues via Profit and Loss statements and in reports of EBITDA.
- Identifies new partnerships to leverage products, thereby increasing revenue and collaboration opportunities in brand awareness.
- Utilized partnerships and knowledge of the Las Vegas market to create and elevate partnerships based on common goals of tourism and guest service
- Managed ticket sales and customer service for large-scale events at a major entertainment venue.
- Handled cash management, reconciliations, and financial reporting for ticket sales.
- Implemented new ticketing systems and procedures to streamline operations and improve customer experience.
- Collaborated with marketing and promotions teams to drive ticket sales and increase event attendance.
- Provided support for special events and VIP services to enhance guest satisfaction.
- Maintained accurate records of ticket sales, inventory, and event attendance.
Director of Operations - Attractions
Stratosphere Tower
Las Vegas, NV
04.1996 - 03.2018
- Led teams for five departments for ticketing sales and operations for $20 million dollar business annually in the most unique and iconic structure of the Vegas skyline of that time.
- Implemented and reviewed ride operations and training to include safety and guest through-put to exceed guest expectations, maximize revenue, and cost containment.
- Oversees all reporting for all sales for ticketing and retail to identifying sales strategies to increase sales based upon ticket type, evaluating revenues and sales against budget.
- Cultivated and networked interpersonal relationships and rapport with VIP clients.
- Created and instituted department business and operating plans, strategic revenue-generating campaigns for ticketing and all retail sales.
- Established benchmarks and sales metrics to measure revenues performance and profitability of each contract.
- Organization and delivered sales strategies to up sell additional ticketing products and packages with successful results.
- Researched, developed, and implemented new technologies to better our business and gust experience.
- Led strategic planning and execution of company initiatives
- Managed cross-functional and multi-departmental teams to drive operational efficiency
- Led cross-functional projects to streamline processes and improve operational efficiency.
- Implemented and enforced quality control standards to ensure consistent delivery of products and services.
- Developed and maintained relationships with key stakeholders to drive business growth and customer satisfaction.
- Analyzed data and trends to identify opportunities for cost savings and revenue generation.
- Trained and mentored team members to enhance their skills and performance.
- Created and monitored budgets to maximize profitability and minimize expenses.
- Collaborated with senior leadership to develop strategies and goals for long-term success.
Education
Some College (No Degree) - Elementary Education
Community College of Southern Nevada
Las VegasSkills
- Leadership Training
- Operations Oversight
- Mathematical Calculation and Reasoning
- Records Organization and Management
- Finance and Accounting Oversight
- Revenue Forecasting
- Program Optimization
- Management Team Building
- Financial Controls Implementation
- Process Improvements
- Customer Service Management
- Department Oversight
- Relationship Builder
- Performance Assessment
- Key Performance Indicators
- Business Analysis and Reporting
- P&L Oversight
- Time Management
- Business Development
Timeline
Senior Director of Global Operations
Imagine Exhibitions
02.2023 - Current
Director of Operations
Imagine Exhibitions
10.2021 - 01.2023
Corporate Manager - Attractions Box Office
Caesars Entertainment
10.2019 - 11.2021
Director of Operations - Attractions
Stratosphere Tower
04.1996 - 03.2018
Some College (No Degree) - Elementary Education
Community College of Southern Nevada
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