General Manager, Operations, Customer Service
Resume:
Kevin Shaffer
Director/General Manager
Skills
• Excellent leadership supervising staff toward the organizational mission
• Consistently exceeded operational and budgetary management expectations
• Unparalleled customer service
• Extensive Corporate sales experience
• Experience with a diverse population of members/customers & related programming
• Outstanding achievement in the management of Four Diamond property
• Exceeded sales unit and cash goals year over year 308 East Seminary Ave
Lutherville, Maryland 21093
***********@*****.***
Experience
Columbia Association Haven on the Lake/Columbia Gym General Manager
Columbia, Maryland
January 2017-August 2024
Directly supervise the overall operations, maintenance, marketing, and planning of the facility. Achieve sales and customer satisfaction standards and goals by maximizing the members’ experience and the club’s revenues. Responsible for all phases of the club’s operations to ensure maximum customer service, sales, and profitability through focusing on key business initiatives, club presentation and cleanliness, facility management, inventory management, safety and loss prevention, payroll management, risk management, and daily operational cost control. Manage up to two hundred staff. Responsibility includes direct supervision of eight department heads and oversight of all the clubs’ departments including: Fitness, Membership Sales, Wellness, Housekeeping, Childcare, Front Desk, and Aquatics. The General Manager is fully responsible for attainment of monthly and annual fiscal and sales goals.
To date have averaged exceeding the budgeted “bottom line” projections by over $500,000 each fiscal year.
Served two terms and helped write the charter for the organization’s DEI Committee.
Created and organized the community’s outreach Street Team representing the organization and engaging the residents in Columbia association programs.
During the COVID pandemic, successfully launched our online fitness & workshop programming initiative within days after receiving notice of the Maryland Governor order to close. Anthem Community Council
Community Center & Lifestyles Director
Anthem, Arizona
November 2008-October 2016
Responsible for all aspects of the Community Center and Community Park programming for over 30,000 members/residents of the Del Webb/Pulte Master Plan Community of Anthem. Direct supervision of all operations including resident social programming, fitness & wellness operations, aquatics programming
& pool /water park operations, sports programming for adults & youth, membership services, licensed children’s programming including preschool & after school care operations and tennis. Additionally, responsible for the hiring and training of over 160 staff ensuring they conduct themselves with the Anthem Way Values as their mission. Accountable to the COO and CFO for meeting or exceeding budgetary guides.
Grew our combined Programs Revenue budget to well over a million dollars per year.
Also, serve as staff liaison to the Community’s Planning & Development Committee working on Community Master Plan and Anthem Youth Advisory Council working to establish comprehensive & long-term planning for teens and teen programming in the community.
During my time on the committee, we opened two phenomenally successful new sports recreational facilities on lands left vacant by the developer to accommodate the community’s growing sports and recreational needs. Additionally, collaborated with the committee on the Community 5- Year Master Plan which included the recently realized Anthem Pickleball Facility design, location, and funding.
CopperWynd Resort & Club
Country Club Membership & Resort Spa Manager
Fountain Hills, Arizona
December 2002-November 2008
Responsible for all aspects of club, club membership, spa & recreation facilities including the sale and marketing of new club memberships, design and implementation of all recreational and social member activities, member/guest spa experience, handling and resolution of all member issues and concerns, and all operational issues of the Spa, Spa Retail, Fitness Center, Aquatics, Tennis Center, & Kids Club facilities.
Received Ranking Arizona award as #1 Spa in Arizona 3 consecutive years. Developed the first protocol for a 24 Karat Gold Facial.
Was on a team with our Human Resource department to create the property’s “GUEST” (Giving Unparalleled Exceptional Service Together) customer service credo and training.
Executive Committee Member representing Membership Department, Club Recreation, Retail Departments and Spa. Committee responsible for decision making and maintenance of Four Diamond Standards and setting policy for the club and resort regarding employees, marketing, and overall operation.
Oversaw all team member hiring and training. Work in conjunction with the Executive Steering Committee and ownership to implement innovative marketing strategies, referral programs for both membership & the resort and launching a new direction for our tennis program by bringing in Dennis Ralston to be the “face’ of our tennis program. Accountable to the General Manager/Owner for meeting or exceeding budgetary guides. DMB Sports Clubs – Metro Sport & Health Club/Arizona Athletic Club Operations & Membership Manager
Phoenix, Arizona
June 1999–-November 2002
Accountable to the General Manager for all club operations including handling of all member service issues. Direct supervision of the front desk, Kid’s Club, and maintenance staff along with tracking/ordering of club supplies. Manage departmental budgets while striving to reduce costs. Design and implement programs and marketing strategies to attract and retain members. Supervise membership staff and help coordinate corporate marketing programs. Established new procedures to better monitor membership activities and develop a club retention program. Managed all member account issues and club collections. Lead sales team to a 73% closing rate and improved sales numbers from previous years. Successfully turned the snack bar and pro shop into a profit center for the club. Fitness Zone
Assistant Manager/Pre-Sale Membership Coordinator
Belair, Maryland
October 1998-June 1999
Responsible for all pre-opening facility management, personnel recruitment, and pre-opening membership sales. Sustained a 75% membership sales closing ratio at off-site location before construction of facility was complete.
Merritt Athletic Club
Assistant General Manager/Personal Trainer/Program Manager/Fitness Director/Membership Manager
Towson, Maryland
October 1990-September 1998
While maintaining a large personal training client base (including “Phase III Cardiac Rehabilitation Patients”), responsible for all departments, sales and operations within the Towson facility to include: supervision of $500,000+ expansion/renovation which included purchasing of new equipment, approval of all departmental hiring, assimilation of departmental budgets and implementation of club budget, direct supervision of front desk and maintenance staff, tracking/ordering of club supplies, racquetball, squash, and basketball leagues, member service affairs such as: picnics, holiday parties, establishment of member rewards program and club bar. Education
Towson University
Accounting/Health Services Management
August 1981-May 1992
Certifications
• ISMA/AAAI Sports Nutrition & Personal Training Certifications
• Starfish Aquatics Institute Lifeguard/CPR/First Aide
• Certified Pool Operator, Arizona
• DMB Sports Clubs in conjunction with Phoenix College-Leadership, Power Selection and Train-the-Trainer Workshop
Related Skills
Proficient in customized internal recreation & fitness center systems, Spectrum/Daxko, various Microsoft applications, GymSales, ACT!, Springer Miller Resort & Spa Systems, MAX Recreational Software, Rec One, ADP, Dayforce and various e-mail systems and Google applications.
Contact this candidate