Leadership and Guest Services
Leadership and Guest Services
  • Penns Grove
  • March 21, 2024

I am an operations manager with a successful track record of achieving culture transformation and leading teams to increased profitability, first-class customer relations, and establishing new standards of excellence. Focused on consistency, repeatability, and integrity. A strategic thinker who thrives on building teams, driving growth, and setting the standard by example.

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Phone Number
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Education

Did Not Complete @ Rowan University + Wilmington University
Aug 2002 — Jun 2006

Completed 100 credits in the Business Management Program

Experience

Guest Services Manager @ Topgolf
Jul 2018 — May 2020

Role Description:
Directly led Retail, Golf Pro, Gaming, and Guest Services teams and managers
Point person for Guest Recovery
Led Kids Camps
Led Golf Leagues
Scheduling oversight for 500+ associates
Created and implemented development programs for associates and managers
Hired, onboarded, and trained several thousand associates across multiple departments
Stood in the gap whenever and wherever needed

Key Achievements:
Exceeded retention and revenue goals
Won Manager of the Year Award for 2019

General Manager @ Applebee's
Sep 2011 — Jul 2018

Role Description:
Led all aspects of operations
Interviewed, hired, onboarded, and trained all personnel
Responsible for all P+L management
Responsible for long and short term forecasting
Responsible for yearly budget planning and execution
Responded to and resolved all guest inquiries
Planned and executed local marketing initiatives

Key Achievements:
Transformed culture in short order in two locations
Brought locations increased revenue by decreasing costs and increasing sales
Championed team building and achieved excellence in retention metrics
Passed all internal and external inspections
Mentored perspective General Managers in the Role of the GM program
Chosen to teach area management teams about Conflict Resolution tactics

Admin / Production Associate @ Mannington Mills Inc
Sep 2006 — Sep 2011

Role Description:
Administrative Assistant for distribution office (one year)
Supported team of six Account Managers
Maintained multiple daily reports
Answered phone inquiries from distributor partners
Researched production needs/schedules for custom fulfillment
Managed distribution help desk inbox
Production of residential and commercial flooring from start to finish (five years)
Shipping/Receiving warehouse associate (one year)
Used heavy machinery including overhead cranes, transport trucks, fork lifts, cherry pickers, etc…
Worked quality assurance roles in multiple departments

Key Achievements:
Was used as floater to cover departments that were short-handed due my flexibility and ability to learn quickly
Assessed and made reports on cost saving measures to production processes concerning labor usage, supply usage, and standard operating procedure adherence
Helped implement and test SAP system upgrades across multiple departments

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