Customer Service Management

**** ***** ***** **** *, Lafayette, CO *****

720-***-****(M) abqfbk@r.postjobfree.com www.KeithSorianoPGA.com

KEITH E. SORIANO, PGA

PGA CERTIFIED PROFESSIONAL

S UMMARY

An award winning PGA Member, with certifications in General Management, Executive

Management, Golf Operations, Instruction and Retail, and 11 years of extensive experience

in facility management. Professional background includes a successful record in

coordinating and administering facility wide operations; fiscally responsible budget

administration; excellent leadership, supervisory, communication, team development, and

interpersonal skills; ability to manage employees across multiple departments to include golf

operations, food & beverage, agronomy, and marketing.

RELATED

EXPERIENCE

Denver, CO 2010-Present

City Park Golf Course

P GA Head Golf Professional

Responsible for the overall management of the flagship property for the City of Denver s

Municipal Golf Operations; the largest Municipal golf operation in the State of Colorado.

Developed and managed a budget for a facility that generates over 50,000 annual rounds

and $1.5 Million in revenues.

Prepared and maintained monthly, quarterly, and annual financial impact statements.

Hire, train, lead, and manage 30 employees.

Responsible for all human resource functions for the 30 employees under my

supervision.

Partnered with a team of GCSAA agronomy experts to ensure delivery of optimal course

conditions.

Responsible for the supervision, management, and coordination of food and beverage

concessionaires, ensuring quality of service and contract compliance.

Responsible for purchasing, receiving, merchandising and inventory control for a retail

operation grossing over $150,000 in annual revenues.

Created and implemented a policies and procedures manual to be used at all six Denver

Municipal Golf Course Facilities

Developed and prepared print, radio, and electronic marketing campaigns for Denver

Municipal Golf Courses.

Coordinated with multiple government departments for operational needs ranging from

Public Relations, Communications, Human Resources, Finance, Environmental Impact,

Planning, and Community Involvement.

Organized a customer satisfaction survey program that led to a systemic change in

operational layout of City Park Golf Course.

Supervised the development and implementation of a new system-wide point of sale

system.

Spearheaded the creation and implementation of an employee recognition and reward

program for Denver Municipal Golf Courses.

Implemented new quality, financial, and customer service control programs at the facility

level that have been subsequently instituted at the City of Denver s 6 other golf courses.

Coordinated the reorganization of the Men s, Women s, and Skins game clubs at City

Park Golf Course.

Louisville, CO 2005-2010

Coal Creek Golf Course

P GA Head Golf Professional & Director of Sales

Accountable for the management and operation of a daily fee golf course with 40,000

annual rounds.

Increased event and banquet rounds and revenues as follows:

o 2004 to 2005: 12% Increase in event rounds, 22% increase in event revenues

o 2005 to 2006: 16% Increase in event rounds, 25% increase in event revenues

o 2006 to 2007: 36% Increase in event rounds, 29% increase in event revenues

o 2007 to 2008: 25% Increase in event rounds, 30% increase in event revenues

Supervised food and beverage staff to ensure delivery of customer service with respect to

banquet, tournament, on-course, and clubhouse operations.

Coordinated with GCSAA agronomy professionals to provide expectations for

outstanding course conditions.

Increased merchandise sales by $8,000 annually.

Responsible for budget development and implementation in a fiscally responsible

manner.

Developed and prepared monthly financial and operational reports for Western Golf

Properties and the City of Louisville.

Responsible for purchasing, receiving, merchandising, and inventory control; restructured

count and control procedures to reduce inventory variance by 15%

Developed and implemented a customer service training program that has been selected

for national implementation at all Western Golf Properties facilities.

Responsible for the development and implementation of the club s first membership

program.

Responsible for all facets of employment administration and human resources.

Led the facility to customer service awards from Western Golf Properties based upon

continued superior service as reported by various surveys, contests, and secret shop

programs.

Programmed, installed, and maintained Fore! Reservations and IBS point of sale systems

for both golf and food and beverage operations.

Created marketing packages, both print and radio, for use in local media outlets.

Managed the total marketing efforts for the facility, to include the development of

monthly, quarterly, and annual promotion schedules.

Created and maintained monthly promotion financial impact logs.

Leveraged social networking to increase awareness of facility offerings, lesson programs,

and employment opportunities.

Directed the marketing, promotion, and teaching programs for beginning, junior, private,

and group-based lessons

Louisville, CO 2003-2005

Coal Creek Golf Course

F irst Assistant Golf Professional

Accountable for the daily operations of a high volume daily fee golf course

Collected and maintained a database of over 30,000 emails for use in email marketing

Administered private party, corporate, charity, and USGA/CGA sponsored events

ranging from 16 to 288 players.

Organized and ran the junior instruction program for the entire facility.

Assisted in merchandise selection and purchasing as well as placement and

merchandising.

Responsible for the hiring, supervision, and termination of over 30 outside service

employees.

Maintained highest level of customer service in the Western Golf Properties Corporate

Family based upon survey and secret shopper results.

Created a supplemental teaching manual for the Director of Instruction for use by

students enrolled in series lesson.

Louisville, CO 2001-2003

Coal Creek Golf Course

M arketing & Tournament Director

2

Organized and managed tournament and event programs which provided revenues in

excess of $200,000 per season.

Served as Marketing Manager for the golf club.

Responsible for tournament scheduling and communication between Men s, Women s,

and Senior clubs and the golf course.

Developed, presented, and sold tournament packages to prospective clients.

Worked in concert with the City of Louisville to organize the city s major fundraising

event; The Spaghetti Open.

Broomfield, CO 1999-2001

Broadlands Golf Course

A ssistant Golf Professional

Performed daily operation duties for a high volume daily fee golf course.

Supervised outside service employees.

Assisted in inventory display, count, and control.

Participated in junior instruction.

EDUCATION

Boulder, CO 1996-2000

University of Colorado

B achelor of Science, Business Administration

Focus Area: Human Resource Management

Focus Area: Marketing & Sales

Focus Area: Hospitality, Resort Tourism Development and Management

CERTIFICATIONS

2010 Award Winner Colorado PGA President s Plaque For Growth of the Game

PGA Certified Professional

o Executive Management

o General Management

o Golf Operations

o Instruction

o Retail Management

o Ownership & Leasing

Member PGA of America Team CPP Mentoring Program

Member PGA Magazine Mentoring & Coaching Summit Panel

Committee Member Colorado PGA Growth of the Game Committee

Committee Member Colorado PGA Apprentice Relations Committee

Committee Member Colorado PGA Education Committee

Colorado PGA Apprentice PAT Support Team

Certified Playing Ability Test Administrator

Play Golf America Facility Host

Member, Association of Golf Merchandisers

Red Cross CPR/First Aid Qualified

RELATED SKILLS

Excellent leadership and multi tasking abilities

Assistant coach for Monarch High School Men s and Women s Golf teams

Assistant coach for Heritage High School Men s Golf Team

Club Repair & Club Fitting (PING Dynamic Fitting System)

12 years of experience with private and group instruction

PC and MAC literate

Proficient in Microsoft Office Suite

3

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