Manager Customer Service

Robert Lovejoy, CCM

**** ******* ******, *******, ** 94501-3006

Telephone: 727-***-****

Email: ***************@*****.***

PROFESSIONAL PROFILE

A visionary and resourceful General Manager in the Private Club and hospitality industries proven to transform deficits into profitability with successful business development strategies. A dynamic professional driving growth with responsive membership programs, operational improvements and business expansions. A confident and influential communicator, cultivating sustainable client relationships and building collaboration across the organization. An inspirational leader who enjoys training and mentoring cross-functional teams and empowering them to achieve high performance standards.

CURRENT KEY ACHIEVEMENTS

Harvey Weiner and Associates of Dallas, Texas placed me at the Oakland Yacht Club in Alameda, California as the Interim Club Manager in May 2015. The Club had specific goals which were:

Implement a new, integrated computer system which would provide transparent financial information, improve the club’s decor starting with new flooring in the two story clubhouse, expand club activities to increase membership participation and attract new members, increase dock occupancy, increase revenue from non-member events (weddings, corporate functions, memorials, etcetera), increase membership.

All of the above were implemented and I am ready to turn the club over to a permanent manager so I may pursue opportunities in a larger organization. PRIOR KEY ACHIEVEMENTS

Delivered a financial turnaround from a $3.5M deficit in 1992 to a thriving $5.8M+ profit with zero debt in 2014 by implementing new business development strategies. Established strategic procedure to procure and retain high performance employees, restructured each department to improve morale and productivity and support challenging business goals.

Drove growth with the establishment of successful programs to cultivate new memberships and increase responsiveness of all members; Achieved Platinum Club status Managed the lifecycle of multiple Capital Improvement Projects in excess of $14M including a 3 level parking garage, 46-slip full service Marina and Convenience Store, in-house laundry facility, remodeling of main clubhouse, stately clubhouse and sever off-site operations; meeting demanding budgets, objective and deadlines.

KEY SKILLS

Business Development

Managed the daily operations of a fast paced 64,000 sq. ft. Clubhouse facility with a full service marina, six dining areas from contemporary to fine dining, banquet facilities and full service bars with live entertainment

Directing off-site properties including a full service Satellite Club facility Sailing Center, a 46-slip full service marina, and convenience store open to the public in affluent Snell Isle Increased revenue by hosting prestigious international Regattas and Races including US Sailing Rolex Women’s Invitational, International Lightning Class, Nood Regattas, Sonar, Thistles Midwinters East, Sunfish, Flying Dutchman and Disabled Sailor’s World Delivered comprehensive business plans with cost effective strategies consistently maintaining annual profits and organizational growth

Conducted market analysis to identify trends for business development including a customer incentive program, Youth Membership, wine Society, Gourmet Society and a monthly Birthday Bash Event

Negotiated a successful long-term reciprocity agreement with St. Petersburg Country Club to develop new memberships and expand resources with full access to a private 18 hold Golf Course and Tennis Courts

Directed an annual closedown process to maintain, update and beautify property and equipment Communication

Participated an all monthly meeting with employees, Board of Directors and Executive Committee members. Took initiative to volunteer with community organizations to enhance the reputation of the Club and strengthen community relations Contributed to the development of a responsive and engaging website to manage memberships and met industry demands\

Successfully restructured the membership magazine to provide compelling information that increased new memberships in a competitive market

Leadership

Provided leadership and direction to cross-functional teams with 12 direct reports and 210 full- time employees; encouraging collaboration and empowering them to achieve high performance standards

Drafted a detailed Employee Manual; mandating random drug testing and continual professional; development in conjunction with restructuring each department to boost morale and productivity

Demonstrated a Front of the House leadership style to be visible and available at all times to members an employees and providing exemplary customer service at all times Increased customer satisfaction levels with enhanced quality standards in food and customer service

CAREER SUMMARY

2015-Present Oakland Yacht Club, Alameda, CA

General Manager

1992-2014 St. Petersburg Yacht Club, St. Petersburg, FL General Manager

1990-1992 Cruise Inn Restaurant, Bradenton, FL

General Manager

1988-1990 Cafe La Scala, Longboat, FL

General Manager

1985-1987 Best Western Hotel, Bradenton, FL

Manager

EDUCATION AND QUALIFICATION

1984 Hotel - Restaurant & Institutional Management Degree Paul Smith’s College, Paul Smith’s, NY

1981 Bachelor’s of Arts in Political Science

University of New Hampshire, Durham, NH

PROFESSIONAL DEVELOPMENT

Certified Club Manager, Club Manager’s Association Of America, Alexandria, VA Certified Chief Operating Officer, Club Managers Association Of America, Alexandria VA Yacht Club Management Certification, Club Management Institute, Chicago, IL Florida Bar Association Grievance Committee Mediator, St. Petersburg, FL Florida Bar Association Grievance Committee, Arbitrator, St. Petersburg, FL Rotary International, Sergeant of Arms, Sunrise Rotary Club, St. Petersburg, FL Rotary International, Community Service Director, Sunrise Rotary Club, St. Petersburg, FL St. Petersburg College Hospitality and tourism Program Educator Participant City Of St. Petersburg Beautification Committee Executive Board Member Confrerie De La Change Des Rotisseurs, Maitre d’Table AWARDS AND RECOGNITIONS

Rotary International, Paul Harris Fellow Award

Rotary International, Public Service Award

Florida Bar Association, Meritorious Public Service Award Confrerie De La Change Des Rotisseurs Award Of Merit Florida Women’s Service League Best Groomed

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