Shannon Berger-Hammond
Welches,OR
Summary
Accomplished Director of Group Sales & Events at Mt Hood Skibowl, adept in CRM management and fostering key account growth, I've spearheaded strategies that significantly enhanced customer and employee experiences. With a track record of maintaining budgets and boosting revenue, my collaborative mindset and project management skills have been pivotal in driving brand success and industry networking.
Proven track record in team collaboration and delivering measurable results. Skilled in relationship management, negotiation, and adapting to evolving market conditions. Known for reliability, leadership, and strong focus on achieving targets.
Overview
23
23
years of professional experience
Work History
DIRECTOR OF GROUP SALES & EVENTS
Mt Hood Skibowl
03.2021 - Current
- Organize and coordinate over 150 weddings, corporate events, private events, and film/photo shoots
- Grew business and promotions for related markets and assist in designing quarterly promotions
- As a senior level team member, worked with cohort on fiduciary decisions, projects, five- and ten-year plans
- Provide leadership assistance to sales team; implementing SOPs and sales tactics for revenue growth
- Created and lead strategies, business plans, and developed programs impacting guests and employee experiences
- Planned operations to effectively cover needs while controlling costs and maximizing service
- Worked directly in developing mid-level management team
- Managed accounts to retain existing relationships and grow share of business
- Created and maintained department budget and production goals; consistently on or under budget and achieved year end goals
- Identified areas of improvement within the department and worked collaboratively with other departments to implement solutions
- Documented processes related to customer support operations, including troubleshooting procedures, escalation protocols
- Monitored industry trends related to customer experience management strategies in order to stay ahead of competition
Event Sales Manager
Raven & Rose And The Rookery Bar
09.2019 - 03.2020
- Actively grew event sales and promotions by upselling additional services and catering options
- Leveraged data-driving insights to inform strategic decision making around pricing structures and target markets for improved results
- Managed day-to-day FOH operations for multiple operations
- Motivated team to drive quality, standards, and meet customer expectations of two busy restaurants serving over 100 seats per turn
- Addressed guest concerns and resolved all issues to guests' satisfaction
- Fine dining restaurant and busy upscale gastro pub in separate spaces
- Hired on to elevate employee standards of service and implement training programs
- Managed social media accounts
- Created menus, worked with Executive Chef on tastings and wine pairings
- Inventory and product management for both establishments
- Hiring new staff; Onboarding, training, employee coaching
- Resolved guests' complaints while maintaining positive customer environment
EVENT STAFF
Coopers Hall
09.2017 - 09.2019
- Provided exceptional customer service to all guests and escalated concerns where needed for events with 200+ guests
- Performed post-event tasks such as breaking down areas, removing trash, and cleaning facilities
- Set up event facilities and equipment, cleaned areas, and organized supplies
- Welcomed guests to events, checked invitations, and oversaw proper seating
- Handled crowd control professionally, maintaining a safe environment for all event attendees and staff members.
- Set up event facilities and equipment, cleaned areas, and organized supplies.
- Helped create memorable experiences by actively engaging with guests during interactive program elements.
- Provided exceptional customer service to all guests and escalated concerns where needed.
MANAGER
Papa Haydn's And Jo Bar & Rotisserie
05.2005 - 12.2013
- Company Overview: Busy duo of upscale restaurants serving NW cuisine and beverages in popular locations in Northwest Portland, OR - Featured regularly on top 100 list in Wine Spectator and home to nationally recognized chefs
- Hiring of new employees, training, payroll, and administrative duties
- Ensured customer satisfaction and retention
- Payroll and Human Resource duties
- Worked with various POS systems including Micros and Dinerware
- Managerial duties including employee coaching, supporting and communicating with BOH, working in unison with and supporting owner/operators vision
- Developed and maintained relationships with customers and suppliers through account development
- Maintained professional, organized, and safe environment for employees and patrons
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Improved safety procedures to create safe working conditions for workers
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Busy duo of upscale restaurants serving NW cuisine and beverages in popular locations in Northwest Portland, OR - Featured regularly on top 100 list in Wine Spectator and home to nationally recognized chefs
Envioromental Educator and Volunteer Coordinator
Sierra Club
09.2004 - 05.2006
- Built relationships and communicated with voting-age college students to provide best learning environment for upcoming election
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Established strong relationships with parents through regular communication, fostering a supportive network for student success.
- Implemented classroom management techniques that fostered a positive and inclusive learning environment for all students.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
PUBLIC AFFAIRS INTERNSHIP
Planned Parenthood Of Columbia Wilamette Valley
06.2004 - 05.2005
- Company Overview: Nation-wide Non Profit Organization
- Developed campaigns to increase public awareness of company and engage community members
- Produced and distributed internal and external communications
- Coordinated press releases and handled press inquiries
- Assisted with marketing strategy development to increase public awareness and customer engagement for state of Oregon
- Implemented project management techniques to overcome obstacles and increase team productivity
- Managed editorial calendars and rescheduled PR events and meetings
- Nation-wide Non Profit Organization
MANAGER
Gustav's Beir Stube & Der Rheinlander
11.2001 - 06.2004
- Developed and maintained relationships with customers and suppliers through account development
- Maintained professional, organized, and safe environment for over 70 employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Onboarded new employees with training and new hire documentation
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Managed and motivated employees to be productive and engaged in work
- Controlled costs to keep business operating within budget and increase profits
Education
Bachelor of Science - WOMEN'S STUDIES
Portland State University
Portland06.2003
Skills
- Microsoft Office/Outlook/TEAMS
- Google Suite
- Strong Organizational & Communication Skills
- Volunteer Management
- Implementing Training Programs
- Fundraising
- CRM management
- Teamwork and collaboration
- Operations management
- Performance management
Timeline
DIRECTOR OF GROUP SALES & EVENTS
Mt Hood Skibowl
03.2021 - Current
Event Sales Manager
Raven & Rose And The Rookery Bar
09.2019 - 03.2020
EVENT STAFF
Coopers Hall
09.2017 - 09.2019
MANAGER
Papa Haydn's And Jo Bar & Rotisserie
05.2005 - 12.2013
Envioromental Educator and Volunteer Coordinator
Sierra Club
09.2004 - 05.2006
PUBLIC AFFAIRS INTERNSHIP
Planned Parenthood Of Columbia Wilamette Valley
06.2004 - 05.2005
MANAGER
Gustav's Beir Stube & Der Rheinlander
11.2001 - 06.2004
Bachelor of Science - WOMEN'S STUDIES
Portland State University
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