Jennifer Goertz
Fonthill,ON
Summary
Dynamic and caring professional with extensive experience in early childhood education, event management and guest services roles. Offering strong leadership capabilities and passion for hospitality and customer service, ready to learn and grow in dynamic environment. Brings ability to quickly grasp customer service protocols and utilizes effective communication and conflict resolution skills.
Overview
27
27
years of professional experience
Work History
Home Daycare Owner/Provider
Kindred Kids
01.2017 - 08.2025
- Managed daily operations of the home daycare business.
- Cultivated strong relationships with parents to establish trust and open communication regarding their child's progress.
- Provided nutritious meals and snacks while accommodating any dietary restrictions or allergies for each child in care.
- Maintained accurate accounting of tuition and operating reports.
- Established a consistent daily routine that balanced structured activities with free play time for optimal child development.
- Ensured a safe and nurturing environment for children through regular inspections, maintenance, and cleaning of the daycare facility.
- Enhanced children's development by implementing age-appropriate activities and educational programs.
- Assisted in potty training and toilet hygiene.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Documented children's growth and development.
Event Manager & Decor Specialist
Niagara Falls Convention Centre
10.2010 - 12.2015
- Increased client satisfaction by consistently delivering well-executed events within budget constraints.
- Implemented innovative event themes and designs to create memorable experiences for attendees.
- Enhanced team collaboration by developing comprehensive event plans that kept all stakeholders informed and engaged.
- Established relationships with key stakeholders, fostering long-term partnerships for future and repeat events.
- Worked in collaboration with clients to plan large-scale conferences for industry professionals.
- Oversaw logistics for multi-day events including working with vendors and partners to coordinate installation of services and deliveries. As well as selling of ancillary services.
- Performed high pressure and timely problem solving. Resolved customer concerns promptly by addressing them professionally and offering effective solutions.
- Creation of clients and venue reports, forms and tools including event resumes and detailed floorplans.
- Negotiate and knowledge of client contracts, invoicing and collections.
- Building and event supervision.
- Collaborated closely with clients throughout the planning process to ensure their vision was accurately reflected in the final event layout.
- Conducted post-event evaluations to identify areas for improvement and implement necessary changes in future planning efforts.
- Utilize tools such as EBMS, Visio, Word, Excel and Outlook.
Amphitheater Co-Ordinator & Key Holder
Jackson Triggs Niagara Estate Winery
05.2009 - 01.2011
- Gathered and organized materials to support operations.
- Built and negotiated basic contracts and assisted with event execution during the summer concert and event season.
- Booking and delivery of small and large group educational winery tours.
- Food and Beverage Service in Tasting Gallery and Winery Special Events working directly with winery culinary team.
- Demonstrated comprehensive wine and industry knowledge to develop food and wine pairings.
- Representation of brand at off-site events including trade shows, industry events etc.
- Increased retail sales through strategic merchandising, product education, and upselling techniques.
- Enhanced customer satisfaction by providing consistent and knowledge of retail products and services.
- Managed daily cash handling/edit procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Managed winery personnel by delegating tasks and supervising daily operations.
- Met sales targets by positively engaging customers and delivering high levels of service.
- Experience working withing box office, inventory, wine club, guest services and food and beverage service.
Concessions Supervisor/Assistant to F&B Manager
Colt Food Services Ltd.
09.1998 - 07.2007
- Implemented effective cash handling procedures, reducing discrepancies in daily register counts and minimizing loss.
- Enhanced employee performance with thorough training and ongoing coaching on customer service and sales techniques.
- Streamlined inventory management for accurate stock levels and minimized waste, resulting in cost savings.
- Scheduled staff shifts strategically to accommodate peak times while remaining within labor budget constraints.
- Collaborated with event organizers to ensure smooth operations during high-traffic events, leading to successful sales outcomes.
- Maintained a clean and organized work environment, adhering to health and safety regulations for optimal food handling practices.
- Addressed equipment issues promptly, coordinating repairs or replacements as needed to minimize downtime at the concession stand.
- Ensured proper food storage procedures were followed consistently for compliance with health codes and preservation of product quality.
- Coordinated concession team, food preparation, and storeroom operations.
- Perform hiring and training of 20+ employees
- Develop training tools, manuals and form for optimal daily operation.
- Micros POS Trained
- Employee uniform sourcing and selection
- On and off-site special event co-ordination
Assistant Guest Services Manager
Canada's Wonderland
06.2002 - 10.2004
- Provided exceptional customer service by addressing guest inquiries promptly, professionally, and courteously.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Resolved guest complaints quickly and professionally, ensuring repeat visits and positive reviews.
- Managed daily team of Guest Services staff, fostering a supportive work environment and enhancing overall performance.
- Oversaw daily cash handling procedures, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Understood and implemented safety and emergency procedures. Also trained in crisis management.
- Monitored staff training, scheduling and shift changes.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Maintained accurate records of guest information and experience.
- Management of ticket and season pass sales
- Hired and trained employees in customer service, park policies and safety requirements.
- Work and manage multiple settings including back of house call centre and front line guest service locations.
Education
Bachelor of Applied Business - Hospitality - Hospitality Operations Management
Niagara College
Niagara-on-the-Lake, ON06-2011
Skills
- Customer service
- Operations management
- Team management
- Strategic planning
- Exceptional communication
- Generating reports
- Implementing policies
- Early Childhood Development Knowledge
- Payment collecting
- Problem Solving & resolving disputes
- Computer skills
Languages
English
Native or Bilingual
Timeline
Home Daycare Owner/Provider
Kindred Kids
01.2017 - 08.2025
Event Manager & Decor Specialist
Niagara Falls Convention Centre
10.2010 - 12.2015
Amphitheater Co-Ordinator & Key Holder
Jackson Triggs Niagara Estate Winery
05.2009 - 01.2011
Assistant Guest Services Manager
Canada's Wonderland
06.2002 - 10.2004
Concessions Supervisor/Assistant to F&B Manager
Colt Food Services Ltd.
09.1998 - 07.2007
Bachelor of Applied Business - Hospitality - Hospitality Operations Management
Niagara College
Similar Profiles
Monika FarkasMonika Farkas
Forensic Interviewer at Kindred Kids Child Advocacy CenterForensic Interviewer at Kindred Kids Child Advocacy Center
Steven AnsumanaSteven Ansumana
EMR Implementation Specialis at Kindred Hospital Kindred | NDEMR Implementation Specialis at Kindred Hospital Kindred | ND
Rhiannon WoodRhiannon Wood
Early Childhood Educator Room Leader at Kids on Clyde, Kids on Aspen & Kids on MeridianEarly Childhood Educator Room Leader at Kids on Clyde, Kids on Aspen & Kids on Meridian
Jessie PhilbertJessie Philbert
Bilingual Resource Consultant at Community Living Welland PelhamBilingual Resource Consultant at Community Living Welland Pelham
Hillary SarkisHillary Sarkis
Medical Radiation Technologist at West Lincoln Memorial HospitalMedical Radiation Technologist at West Lincoln Memorial Hospital