Operations Manager Services
Resume:
EXPERIENCE
Operations Manager / AGM
August **** - Present Topgolf, Chattanooga, Tennessee
Supervise the Department Managers and their teams in providing best-in-class service
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• Coach and develop my direct reports and the team Drive Associate engagement and bring the fun and energy to my workforce and every single shift!
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Uphold operating standards and drive Guest and team safety + satisfaction
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Hold leaders accountable for managing venue operations, a frequent cadence of 1 on 1s and accountability through coaching and hip to hip training
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Hold departments accountable for budgets and spending. I personally taught Callaway's new labor model to my entire venue and had intentional time with schedule-makers to ensure we were all on the same page. I have the difficult conversations, and my team leaves them hopeful.
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Forecast and control sales and expenses. From accurate forecasts, aggressive asks to our event sales team because I know we're capable, and tight inventory counts all equal excellent COGS delivery every period.
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Delegate and follow-up on the completion of tasks to my team of 100+ associates.
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Demonstrate Topgolf's Core Values: Fun, One Team, Excellence, Edgy Spirit and Caring. I will do the same for you as an extension of the company itself and our mission.
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Interact with Guests to check on the quality of their experience. I spend my shifts on the tee line and in the action, I have the same expectations for my leadership team.
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Leverage business metrics and trends to drive performance and to maximize profit and revenue. We continually beat our plan set by corporate, and that is because my team is as hungry as I am and we hold ourselves to a high level, couple that with business acumen and communications of top goals to everyone in the venue- we deliver.
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Cultivate relationships with community leaders and organizations to ensure strong connections
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Developed talented team, participating in hiring, coaching, and performance management processes. I get my energy from talent development and servant leadership. I love pouring into people and helping them reach their goals, come along side them, and maximize the talent we have on our team.
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CONTACT
***************@*****.***
Hixson, Tennessee 37343
SKILLS
Chattanooga Market Recruitment and
Talent Resource - founder of the
Summer Training Program
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• Forecasting and Scheduling
• Team Leadership
• Operational Efficiency
KENNETH PALMER
General Manager
August 2018 - August 2023 AMC Theatres, Chattanooga, Tennessee
Talent acquisition and development. Talent training, coaching, and development being one of my greatest strengths.
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OBI Wizard, nickname given by Jason Walters, I have a deep understanding of OBI and the metrics within, I then use that data to run my building extremely efficiently- allowing the data and analytics to influence and guide my decision-making.
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I know my building's financial story, and I love helping others be able to tell theirs. From Staff$ DVM to OM DVM (and everything in between), I taught myself OBI as an HM, and I've never stopped learning as a GM.
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Service delivery at a high level, in a spectrum of attendance and business environments.
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Maximization of profitability through analytics-driven operating hours, showtimes, payroll, and ordering.
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Member of the Chattanooga talent board, lead collaboration of talent and push multi-building exposure for building the market's leadership bench strength.
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Theatre's budget, goals, and objectives always carried out successfully at a high level, flexing spending in and out based on attendance expectations.
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I was the GM of three separate theatres, bringing each to exceed expectations and operate at the highest level they've experienced- my most current theatre being one that even the most veteran of GMs feared (ask Jason about the pariah that is the Majestic 12 theatre), so I was asked to step up and step into action by Jason Walters, so I did. We gave Jason the best DO visit the building has ever seen just a few months ago- cleanliness exceeding expectations while leading the market in payroll.
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The AMC Majestic 12 theatre had 7 associates when I took over, in just a couple of months I had our staff to 25 talented associates while bringing the training percentage from a sub 30% to a now 90+%, and enacting tough leadership changes that have brought about a positive change in culture and work environment for my team.
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EDUCATION
Business Administration in Marketing
March 2022
University of Tennessee-Chattanooga, Chattanooga, TN Relevant Coursework
• Strategic Management
• Marketing Research
• Digital Marketing
Awards & Honors
• Dean's List
Extracurricular Activities
• American Marketing Association (AMA)
• Business Strategy Game
CERTIFICATIONS
• Google Analytics
• ServSafe Manager
• Hubspot Inbound Marketing
REFERENCES
Rob Tolentino — AMC Theatres
General Manager
**********@***********.***
Jack Dyer — Hickory Valley CC
Teaching And Vision Minister
****.****@**********.***
Jason Walters — AMC Theatres
Director Of Operations
********@***********.***
Former DO
Boss Of 1098 Content Creation Job
Former DO
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