Customer Service Manager

Vicki E. Stewart

**** ******* ***** ** ( Vienna, VA 22182 ( 703-***-**** (

*******@*******.***

Profile

Self-motivated and confident facility director with proven leadership

skills in fitness and community center operations. With 20 years experience

in the field of health, fitness and recreation I have a reputation for

being passionate and dedicated to building profitable fitness programs,

customer friendly staffing models and efficient operating facilities.

Outstanding interpersonal, team building and communication skills. I lead

by example and execute on company directives. Proven track record for

attracting, hiring and retaining effective and dependable staff. As a

decision maker, I am considered innovative, adaptable, and articulate.

Core Competencies

Staff Training & Special Event Planning Group Exercise/Personal

Development Training

Management/Development

Program Development, Financial Budget Customer Service

Management & Marketing Assessment

"Out of the Box" Thinking Facility Operations Revenue Growth

for Generating Revenue Equipment Maintenance

Professional Experience

V-Fitness (self)/Level Fitness, Vienna, VA /Bethesda, MD

Instructor/Trainer/Coach (8/2010 to present)

. Personal Training in Private Homes and at Level Fitness.

. Group Exercise instruction for Level Fitness, USA Today, McLean Health

& Racquet and Vantage Fitness.

Kenwood Country Club, Bethesda, MD

Director, Fitness Facility, Spa & Pool (7/2006 to 7/2010)

. Responsible for managing 5 full time department heads and 60 part time

and seasonal employees at a 30,000 square foot facility which

featured: cardio & circuit training, free weights, fitness/group

exercise programming, a full spa (massage, acupuncture and esthetician

services), seven lane indoor competition pool, Kid Zone area and the

outdoor Pool Facilities which included a competition pool, dive pool

and recreational swimming pool.

. Responsible to hiring, training and mentoring staff.

. Presented staff training on the following topics: customer service,

best practices in hiring, training and managing part-time staff,

leadership and handling difficult situations.

. Organized and accountable for revenue growth in personal training,

group exercise, fitness programs, summer camps, youth programs, swim

lessons, spa services and "food to go".

. Responsible for maintenance issues related to the facility and

equipment.

. Responsible for club member satisfaction, staff attentiveness to

safety and cleanliness and enforcement of club rules and regulations.

. Produced monthly news articles for club publication.

. Coordinated and produced additional recreational programming for the

country club such as the Halloween Haunted House, New Year's Eve Kids

Splash Bash and the member Luau party.

Ritz Carlton South Beach, Miami, FL

Fitness Manager (12/2004 - 1/2006)

. Incipient Spa Fitness Manager

. Developed and lead fitness programs for hotel guests. (Ultimate Beach

Challenge, Super Bowl Circuit, March Madness, etc. )

. Developed Weekly Newsletter and Marketing Promotion Materials for

guest services.

. Work closely with other hotel departments to promote the fitness

center and spa.

. Upheld the "Ritz Carlton" experience for all guests.

Village of Key Biscayne Parks & Recreation, KEY Biscayne, FL

Launch Director (8/2004 - 12/2004)

. Responsible for opening and managing new fitness Community Center

. Developed hiring criteria and job descriptions for all positions

. Hired key personnel and managed facility contractors

. Organized and managed front desk operations, outdoor pool, fitness

center, teen center, indoor playground, performing arts studio,

computer lab and the arts and crafts lab.

. Assisted with the "Pre-sale" of memberships and exceeded the projected

sales goals.

. Responsible for special event coordination and facility show case

events

. Consulted with Advisory Board on Community Center development.

University of Virginia, Intramural Rec. Sports, Charlottesville, VA

Facility Manager Aquatic & Fitness Center (8/2001 - 8/2004)

. Managed operations for 100,000 sq. ft. facility, which operated 110

hours weekly.

. Managed financial budget and reported on annual returns, goals and

objectives

. Hired, trained, supervised, evaluated and scheduled staff. Overseeing

70 part time student personnel.

. Created new Standard of Operations Manual.

. Construction consultant for 46,000 sq. ft. facility expansion, May

2004.

. Managed selection and purchasing of new fitness equipment.

. Managed maintenance of fitness equipment and housekeeping of facility.

. Responsible for risk management and safety training.

. Consulted with other University department agencies to coordinate

special events

. Coordinated scheduling of all club sports events

ACAC Fitness & Wellness Center/Legacy Mgmt Group, Charlottesville, VA

Special Projects Manager/Program Director (3/1996 - 8/2001)

. Assisted with the creation of the ACAC Fitness & Wellness Center

(opening 1998)

. Team member of Strategic Planning Group for the new ACAC facility and

Maryland Athletic Club

. Directed new market penetration planning for club locations

. Assisted with budget pro-formas

. Directed special promotions, events and tours

. Directed offsite special events in local communities

. Performed cost analysis and prepared usage reports for evaluation of

all programs

. Special Projects Completed:

o Trackside Cafe Model

o Aquatic Center and Staff Management Model.

o Created Program Director position for special events.

Town of Herndon Parks & Recreation, Herndon, VA

Recreation Coordinator II (8/1991 - 12/1994)

. Managed all special events, teen programs, workshops/classes,

trips/tours, summer camp programs and senior adult activities.

. Logistics coordinator for the Herndon Festival - four day event

attracting 80,000 people.

City of Kissimmee Parks & Recreation, Kissimmee, FL

Recreation Coordinator (1/1990 - 8/1991)

Planned and implemented recreational programs, workshops, mini-special

events and summer camps.

Virgin Grand Beach Hotel, St. John, USVI

Restaurant Supervisor (5/1988 - 11/1989)

Education

Virginia Commonwealth University, Richmond, VA

BS Recreation, Parks & Tourism 1988

Training/Skills

. American Council on Exercise - Group Fitness Instructor (currently

teaching at Vantage Fitness, Level Fitness, Precision Fitness, USA

Today & McLean Healthy & Racquet)

. Reebok Cycle Instructor Certification

. American Council on Exercise - Lifestyle & Weight Management

Consultant (pending certification)

. Virginia Recreation & Park Society (VRPS) - Conference Presenter 2003

. Virginia Senior Olympics volunteer - 1998

. IHRSA Professional Leadership Development Graduate (1997)

. VRPS Leadership Training Institute Graduate (LTI, 1992)

. LTI Board Member - Housing & Social Chairperson (1994, 1996)

. NRPA Supervisor Management School Graduate (1994)

. American Red Cross CPR & AED

. Fit Bodies Inc., working vacation instructor

. Metabolic Effect Certified Instructor

Conference Attendance: 2004 - 2010

. NIRSA 2004

. Athletic Business Conference 2005, 2008

. DCAC Conference 2006, 2007, 2008, 2009

. IDEA Conference 2007

. World Spinning & Sports Conference 2010

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