By Laura Kroeger
The Women’s Initiative
Gretchen Landrum has been executive director of the Northern Kentucky Convention Center since 2006, having served as director of sales and marketing there for the previous six years. She directs a center with a $3-milion-plus budget and a nearly $3 million catering operation, hosting hundreds of conventions a year in the 204,000 square foot facility.
Q: You run a 204,000 square foot facility. How did you train for that?
A: I actually did not set out to run a facility. Each opportunity I have had has played a part in the knowledge I have today. The combination of those experiences has given me what I need to run the Convention Center. I am also very blessed to work with a wonderful team. They are each “experts” in a specific area. This allows me to focus on the “big picture” and get involved in specifics when needed.
Q: You have a unique management job with transitional employees who come in when you have bookings and events. How do you lead in that environment?
A: People are always surprised when I share this: we have a total of 26 full time employees who run the Convention Center. We actually only bring in temporary assistance a few times a year, unlike my days in catering where I had approximately 300 transitional employees. Managing a transitional team does require a different approach. Organization and logistics in the hospitality industry are key. If you have a well thought-out plan that is documented, you can focus on the execution. With transitional staffing you really cannot “assume” anything. Preparation is imperative. This style does carry over to how we handle events at the Convention Center as well. Preparation is the key. If the logistics have been covered and the plan is communicated, even the surprises can go smoothly. The benefit of having a smaller full time staff is the team “buy-in.” This is their “home.” Everyone has a vested interest in seeing the events succeed. We make sure all staff are aware of our goals. Everyone is given feedback from our clients. Each team member plays such an important role in our success we make sure they understand that value.
Q; What’s the best work advice you ever received?
A: The best work advice was probably more along the line of examples of management styles. I have held several positions in my 25 years in this industry. I have worked for different types of management styles. Some worked very well and others helped me see what I would not do if given the opportunity.
Q: What is the biggest challenge you face?
A. Honestly, the economy has been the biggest challenge. In addition to the obvious challenge of financial goals, the downturn in the economy produced such a ripple effect. We had to restructure and downsize our staff. With a small staff you build relationships; you know families. Restructuring, while a solid business decision, was a difficult personal challenge for me. We run a very tight organization. We could expand this if we had a larger facility, but again, the economy is not helping in that area either. With the Convention Center still waiting for expansion, we are turning away money for the area. It is frustrating, but we are maximizing what we have to work with.
Q: What kind of skills do you need to be successful in a career such as yours?
Patience! (I am still working on this one). I manage many different personalities. It is a full time job. You have to be able to process information quickly and make solid decisions in real time. This is not a job where you can gather data, research more and then make decisions. Time will not allow that. I believe having had an opportunity to work in different aspects of the hospitality industry gives me a better depth of knowledge to draw from. I actually started in this industry as a hotel desk clerk. I have worked in hotel sales and operations. I worked in the national convention market for a convention and visitors bureau. I have worked in convention center catering in sales and as general manager, and I worked in corporate meeting planning. Each of these positions has built on each other to give me what I need to successfully run the Northern Kentucky Convention Center.
Q: Are there many men running major convention centers?
The majority of convention centers are run by men. When I took over as Executive Director in 2006, I was the 6th female convention center director in the country.
A: Where do you get your inspiration?
My faith and my family. They keep me grounded so I can take one day at a time and try to do the next “right” thing that needs to be done.
A: When you were a child, what occupation did you want?
I remember one point in my life, when I was riding in the car with my parents, and I said I wanted to be an executive assistant someday. I remember my dad saying to me, “Why don’t you be the Executive?” That hit me like a ton of bricks. I had never considered I could be the Executive. My outlook changed that day; I expanded my view of what was possible. It is a good thing – I don’t think I would be a very good executive assistant. I am extremely grateful to everyone in this position.
Q: Do you have a favorite management book?
A: For me the best management book is the Bible. You can find an answer to anything. It allows me to keep things in perspective. I needed to find my style of management that works in my situation. Many of the popular books out there allow you to glean parts to eventually find a style you can deliver, but at the end of the day, you still have to deliver it, so it better work for you.
Q: Name one thing most people don’t know about you.
A: I love to kayak. I do not get to go out as much these days, but I love to be out in my kayak early in the morning. The peace and quiet with nature is very fulfilling. I went to West Virginia by myself on my 30th birthday on a whim to kayak school. I have been hooked ever since.
Laura Cook Kroeger is vice president of resource development at Gateway Community and Technical College and a former journalist. She is immediate past chair of the Women’s Initiative of the Northern Kentucky Chamber of Commerce for which these profiles were originally written.