Morgan Otteson

**** *. ***** ******

West Valley City, Utah 84120

801-***-****

ad2nph@r.postjobfree.com

Summary of qualifications

Excellent customer service and organizational skills, able to work alone or in a team environment. Great phone skills, able to resolve concerns above and beyond expected outcomes. Exceeded quotas for call volume and sales. Quick to learn and apply new software systems. Fastidious with money and budgets. Team leader and exceptional trainer of critical compliance programs. Fast to learn new concepts and apply them to the job at hand. Always looking for ways to improve personally and help those I work with improve.

Experience

VASA Fitness Dec 2020-Current

MES/West Valley

Commitment to Delivering a World Class Guest and Member Experience and Upholds Operational Standards. A genuine, kind attitude when interacting with Guests and Members. Greet Guest and Members with a smile, eye contact and courteous tone. Anticipate Guest and Member needs and respond accordingly by providing direction, information and support Consistently seeks for ways to improve the Guest and Member experience by sharing Member feedback with leadership, and collaborates effectively with team to implement ideas. Guest and Member check in and class check in procedures, daily cleaning tasks, restocking, and preventative maintenance tasks as assigned by lead or GM. Completes club walks as directed. Manages cash according to company policies, and follows safety procedures.

MEL/Tooele

Responsible for supporting the General Manager in building and developing a high-performing team within their designated club. The MEL leads by example and coaches Member Experience Specialist to provide a world class experience to members. Supports Staffing, Training, Upholds Operational Standards and Demonstrates “Care” and “Creates Connection”. Supports GM by forecasting upcoming staffing needs. Has frequent conversations with team members to understand changing work schedules and shifting employee needs that would generate a staffing need. Works with the GM to schedule and conduct interviews, ensures that the right candidates are hired for open positions. Schedules and facilitates training for new Member Experience Specialist. Leads with the GM to create a welcoming environment for candidates and new hires. Constantly evaluates the Team Member to Member interaction, provides coaching and feedback in the moment to recognize success and address opportunities, conducts club walks, deploys Team Members to positions to maximize efficiencies and balance the workload, assigns cleaning tasks and validates completion. Teaches and provides coaching to move a “guest to a member” using VASA sales tools. Supports GM in creating sales plans that are achieved by addressing and coaching behaviors and implementing tactics. Leads by example.

Diamond Catering May 2015-Jan 2020

Beer/Concession Sales, Booth Manager, West Valley City, Utah

Set up and sales of beer and concession items, inventory and ordering, distributing cash banks and care of cash till amounts. Credit card sales and receipts. Friendly communication with guests and employees. Cleaning and maintenance of assigned area. Work with crowds from 3,000-29,000 people.

West Lake Jr High Aug 2007-June 2011

PARA Educator/ ESL Ell Class Aide, Behavioral Health Aide, Salt Lake City, Utah

Implemented behavior expectation plans, support student success with classroom integration. Assist teachers with instruction. Planned and delivered adapted class instruction. Classroom management with focus on student success and improvement. Assist with English language and state required annual testing.

Clarion Hotel and Suites Sept 2002- Jan 2006

Human Resource Manager/Executive Assistant to the Vice President. American Property Hotel Management, Fort Worth, Texas

Responsible for the hiring, paperwork, payroll, monthly and bi-monthly performance reports, OSHA and HAZMAT training, manager on duty, accounts receivable, account collections, customer escalations, Texas Employee Labor Law compliance, Notary.

Holiday Inn Reservations Office Jan 1993-June 1994

Worldwide Reservation Agent, Salt Lake City, Utah

Answered inbound reservation calls for international Holiday Inn and Crown Plaza properties. Verified reservations and answered questions about hotel properties. Resolve conflicts from room cancellations to billing inquiries. Experience working with calls on TDD line for the hearing impaired.

Education

BYU-Idaho Pathways Marriot School of Hospitality Hunter High School

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