Yolanda Gutierrez
San Antonio,Texas
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Assistant Director-Student Union Event Services
University of Texas at San Antonio
06.2019 - Current
- Manage event reservations team and provide opportunities for training, development, and growth opportunities
- Developed strong relationships with students, providing ongoing guidance and mentorship.
- Served as a liaison between various departments, promoting collaboration in support of student success initiatives.
- Effectively communicate with current and prospective clients directly to identify event needs and organize logistics to ensure customer satisfaction
- Responsible for scheduling of events to maximize capacity using scheduling software and coordinating all elements for major events
- Interprets, enforces, and effectively communicates all policies and procedures related to campus events
- Acts as department representative at cross-campus meetings and serves as lead for event partner meetings
- Manages best practices relating to event processes for streamlined utilization
- Hire and train staff to provide outstanding customer service
- Evaluate staff training needs and develop and conduct training assignments
- Maintain yearly schedule of all events and provide recap reports of all facility use
- Ensure proper communication among all employees by setting expectations, goals and objectives and scheduling frequent meetings with all levels
- Ensure all client inquiries are provided responses quickly and courteously, including those related to facility rental, event proposals & estimates, and event reservations.
Director of Catering & Conference Services
Benchmark Hospitality-Hotel Contessa
09.2014 - 12.2018
- Oversaw entire operation of Conference Services Department, including Conference Planning, Banquets, and Conference Concierge
- Provided direction and training to ensure execution of events and providing quality customer satisfaction
- Created and implemented standard operating procedures for Conference Services Department
- Responsible for execution of various events, including city-wide conference room commitments, Fiesta River Parade participation, Rock-n-Roll Marathon VIP Lounge, and NCAA Final Four team hotel meetings & receptions, security, and merchandising
- Responsible for all aspects of event planning, including consulting with clients to determine event requirements, food and beverage selection, room selection and set up, audio-visual, entertainment, and meeting with other related suppliers to assure services in a timely manner
- Provided clients with detailed cost estimates
- Assured all safety regulations are observed by groups and suppliers
- Assisted sales managers with site visits and proposals
- Collaborated with marketing teams to promote conference facilities and attract new business.
- Ensured positive open communication between conference planning staff and floor staff
- Responsible for monthly budget forecasting
- Achieved revenue targets by proactively selling conference services to potential clients.
- Facilitated weekly event review meetings with staff.
Executive Administrative Assistant/Guest Services Manager
Benchmark Hospitality-Hotel Contessa
09.2013 - 09.2014
- Supported General Manager and Director of Food and Beverage with daily administrative functions and department management
- Liaison between General Manager and hotel owners and property management company
- Conducted research and prepared materials for Bi-monthly owner’s executive meeting
- Oversaw process of handling customer complaints and resolving issues
- Monitored guest feedback scores, addressed issues with hotel departments, and responded to guests in a timely manner
- Main contact for donation requests and staff volunteer opportunities
- Coordinator for hotel renovation project and liaison between contractors and hotel departments
- Promoted to Director of Guest Services February 2014
- Continued Executive Assistant duties
- Supervised staff for front office, bell, concierge, and PBX, and managed scheduling, training, and performance appraisals for a staff of 15.
Events Services & Guest Relations Manager
City of San Antonio Convention and Sports Facilities
02.2005 - 08.2013
- Managed the day-to-day operations of Events Services Division and Guest Relations Division
- Monitored all Event Coordinators and Guest Relations staff to ensure communication, paperwork, and customer service delivery are of high standards
- Daily communication with external customers to ensure a positive experience while at the convention center
- Continuous updates and implementation of standard operating procedures on a yearly basis for Events Services and Guest Relations staff
- Assigned events, created monthly and weekly schedules, and managed payroll and training for staff of 13
- Executed professional and social meetings for a range of clients, from 20 guests to 27,000 attendees, to include conferring with clients to determine event requirements, room and exhibit set up, audio-visual, transportation, and security
- Facilitated meetings regarding event management and challenges which affected convention center and events
- Partnered with department managers to ensure proper facility management objectives
- Assured all health & safety regulations were observed by groups and suppliers
- Main contact for public events that involved Convention Center, including New Year’s Eve, Luminaria, Fiesta River Parade, Holiday River Parade, UTSA Tailgate Party, Culinaria Grand Tasting, July 4th festival, and Diwali Festival
- Conferred with representatives from other city departments including San Antonio Police Dept., San Antonio Fire Dept., Downtown Operations, Capital Improvements, and San Antonio Convention & Visitors Bureau
- Created and implemented Event Services Intern program
- Created standard operating procedures for building locking system for the convention center
- Created and implemented standard operating procedures pertaining to event management for 2400 seat theater and ushering service.
Part Time Adjunct Faculty
St. Philip’s College/Tourism & Hospitality Department
09.2009 - 05.2013
- Maintained course syllabi and provide students with course requirements at the start of each semester
- Prepared course materials, deliver lectures, facilitate course discussions, maintain records of student attendance, and grades according to college and state policy
- Provided students with career advisement as needed
- Maintained professional skills and subject expertise through continual study and research.
Education
Bachelor of Arts - Business Management
Our Lady of The Lake University
San Antonio, TX12.2001
Associate of Applied Science - Hospitality Management
St. Philip’s College
San Antonio, TX05.1995
Skills
- Staff Management
- Organizational skills
- Meeting facilitation
- Customer service
- Team leadership
- Conflict resolution
- Problem solving
- Event planning
- Schedule Management
- Hiring and Training
- MS Office
- Team Development
- Problem Resolution
- Operations Management
Timeline
Assistant Director-Student Union Event Services
University of Texas at San Antonio
06.2019 - Current
Director of Catering & Conference Services
Benchmark Hospitality-Hotel Contessa
09.2014 - 12.2018
Executive Administrative Assistant/Guest Services Manager
Benchmark Hospitality-Hotel Contessa
09.2013 - 09.2014
Part Time Adjunct Faculty
St. Philip’s College/Tourism & Hospitality Department
09.2009 - 05.2013
Events Services & Guest Relations Manager
City of San Antonio Convention and Sports Facilities
02.2005 - 08.2013
Bachelor of Arts - Business Management
Our Lady of The Lake University
Associate of Applied Science - Hospitality Management
St. Philip’s College
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