Customer Service Front Desk

PROFILE

A dedicated and accomplished leader experienced in sales, marketing, and management with a demonstrated record of progressive and innovative community partnerships. Skilled in developing human relations and promoting programs to enhance effective customer service in a culturally diverse community setting. Consistent in exceeding organizational and personal goals and objectives. Exemplary moral and ethical standards.

PROFESSIONAL EXPERIENCE

General Manager – Stoney Creek Hotel, La Crosse, WI. June 2019 – Present

Directs all hotel operations by developing and implementing strategies and services. Develops business plans, evaluates business trends and modifies strategies to meet or exceed the needs of owner, employees and guests within budgets.

Reviews analyses of activities, costs, operations, and forecast data to achieve goals and objectives.

Resolves operational and facility problems to ensure maximum guest satisfaction and prevent operational delays to meet future growth.

Oversees key projects, processes and performance evaluation reports.

Reviews and supports sales to encourage market growth through the development and implementation of sales and marketing plans and direct revenue management.

Reviews operations and plans to meet requirements for the sales developments or property enhancements.

Direct the preventative maintenance and encourage new design concepts, new technology, or products, which will provide cost reductions, and improve safety.

Reviews and approves administrative reporting, payroll, schedules, financial reporting, budgetary planning and submittals for capital expenditures.

Oversee food and beverage operations and events including Conference Center, Continental Breakfast and Bars to provide a high level of service to guests and customers.

Assist Front Desk, Conference Center, Maintenance and Housekeeping, as required, to assure customer satisfaction, cleanliness and to meet quality assurance standards.

Chief Executive Officer – La Crosse Wellness Center (Building Management, Fitness Center) La Crosse, WI, September 2005 – 2020

Establish and implement policies, goals, objectives, and procedures, while conferring with organization officials and staff members as necessary

Collaborate with business partners on the supervision of approximately 30 staff (full time, part time, and sub-contracted employees) who worked to maintain operability of the $3.9 million dollar La Crosse Wellness Center

Determine staffing requirements - interview, hire, train and oversee development of candidates and other personnel processes

Expert customer service practices which supported a membership base of over one thousand people

Locate, select, and procure merchandise for resale requiring negotiation with various merchants

Development of product-marketing strategies, including advertising campaigns and sales promotions

Managing and mentoring staff while monitoring productivity through employee evaluations while maintaining current records of conduct and performance

Reviewed financial statements, sales and activity reports, and other performance data to measure wellness center productivity and goal achievement

Forecast budgetary allocation and determine areas needing cost reduction and program improvement

Worked in concert to recommend remodeling ideas, locations for new facilities, building planning, and eventual construction of a multi-million-dollar state of the art facility

Worked collaboratively with community partners to bring an inclusive all abilities summer camp to the La Crosse area

Organized and supported several fundraising events for non-profit organizations in the Coulee Region

Influenced staff development through team building events elevating work satisfaction, performance, and teamwork

Owner/Manager – Snap Fitness, 7 Locations in Wisconsin, Minnesota, and Kansas - September 2004 – March 2019

Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Manage staff, preparing work schedules and assigning specific duties.

Establish and implement departmental policies, goals, objectives, and procedures, conferring with organization officials and staff members as necessary.

Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.

Director of Sales & Marketing – La Crosse Area Chamber of Commerce La Crosse, WI. March 2002 – April 2003

Plan and prepare advertising and promotional material to increase sales of products or services, working with customers, company officials, sales departments and advertising agencies.

Confer with clients to provide marketing or technical advice.

Direct, motivate, and monitor the mobilization of a campaign team to advance campaign goals.

Prepare and negotiate advertising and sales contracts.

Formulate plans to extend business with established accounts and to transact business as agent for advertising accounts.

EDUCATION

Minnesota State University/Northwest Technical College, Moorhead, MN.

Associates Degree in Sales, Marketing, and Management – September 1997 – May 1998

ACCOMPLISHMENTS

Co-Founded La Crosse Autism Foundation (LAF), 2011

Franchise of the Year, Snap Fitness Corporation, 2012

Designed and developed La Crosse Wellness Center facility, 2015

Created La Crosse’s first adaptive summer sports league, 2017

Developed La Crosse’s first all-inclusive/all abilities Coulee Kids Summer Camp

VOLUNTEER WORK

La Crosse Area Autism Foundation (founding board member) – dedication to strengthening the community by connecting families with local resources, education and support while raising awareness in and around the Coulee Region of Wisconsin.

La Crosse and Onalaska Youth Hockey Association – active voluntary role as Parent Representative to inspire and create positive progress within youth hockey

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