Spearhead the strategic planning, operational management, and performance optimization for a high-end fitness center driving revenue growth and enhancing member satisfaction. - Deliver a collaborative, transparent leadership style to lead people effectively, work cross-functionally to enhance operations, and improve service levels through the planning of strategies impacting people, processes, and systems- Direct and develop a high-performing team by fostering a culture of excellence and providing them with the tools, training, and space for growth- Define fitness center talent needs, building diversity, and retaining top talent; create an environment where the staff is empowered and trusted to make decisions, encouraged to try new ideas, and work together to solve problems- Partner with department managers to break down opportunities, understand consumer trends, apply data and insights to resources, deliver ground-breaking service innovation, and create an unmatched fitness center experience - Manage the center’s P&L statements, develop and monitor budgets, and implement cost-control measures; meets weekly with each Department Manager to ensure KPI’s are followed and the departments are meeting budgetary goals - Design and execute member retention strategies, improve service quality, and develop personalized fitness programs to increase membership retention and grow new memberships.

Cultivate relationships and develop partnerships with departments to attract and retain members, and create a world-class experience.- Act as a driving force embodying the organization’s mission, vision, and value of providing an entertaining, educational, friendly and inviting experience of uncompromising quality that empowers everyone to life a healthy and happy life- Lead and train existing and new employees with energy and passion, while providing mentorship to support their career growth- Evaluate and streamline operational processes to create efficiencies, improve productivity and increase sales; identify gaps in operations and develop strategies to improve performance - Utilize presentation relationship building skills with the ability to connect downward upward-across with departments to align communication strategies with business objectives and corporate strategy- Analyze key metrics, trends and other data points to draw insights, facilitate sound decision making and drive performance

Responsible for day-to-day membership operations including employee management, financial results and customer service. - Deliver fiscal, strategic and operational leadership; focus on executing programs to build lasting relationships with prospective and current members in order build a strong ambassadorship, acquire new clients and retain the existing membership base- Create a best-in-class employee infrastructure to support growth phase and elevate organizational competencies across talent attraction, associate engagement, performance management and high culture standards- Hire, manage and motivate a team of passionate member relation specialists focused on establishing long-term, value-based membership infrastructure; provide mentoring as a cornerstone to the career development- Continually recruit and identify next generation leaders to increase bench strength; utilize employee retention strategies and perform skills and organization assessments to meet membership goals

Executed member program strategies with a focus on creating long-term, value-based relationships that enabled the achievement of acquisition and retention goals.- Provided leadership, direction and supervision to a team focused on achieving Life Time Athletics standard of performance excellence; motivated staff with energy and passion in order to meet goals and deliver a world-class member experience- Trained the Member Services team through one-on-one sessions, role playing exercises and ongoing coaching; managed performance via timely interventions, associate reviews, goal setting and frequent and candid conversations- Collaborated with management to discuss changes in member service strategies, improvements to the member experience and updates to program policy and procedures- Actively promoted products, services, policies and procedures to prospective and current members

Responsible for delivering the highest quality customer service to members and guests through professional greetings, account maintenance and extensive knowledge of all Life Time Fitness products and services. - Maintain a thorough understanding of the fitness center’s company mission, business priorities and strategic plans- Lead corporate directed sales and marketing strategies focused on acquiring/retaining guests and driving revenue - Act as a brand ambassador and highlight the center’s benefits, value proposition and differentiation; work with management team to engage the community and strengthen the center’s presence - Assist with supervising and assessing team members, providing constructive feedback and reinforcing standards through training and performance monitoring in order to help them develop platinum level service and promotional skills - Evaluate and streamline operational processes to create efficiencies, improve productivity and increase sales - Other responsibilities include partnering with management team in maintaining the department budget, balancing cash drawer, reconciling membership accounts and making necessary corrections and voids

Ensured the flawless execution of hotel operations, standards and customer service for a AAA Four Diamond property. - Inspected Main House & Towers’ VIP rooms to ensure that guest preferences and requests were consistently executed and above standard- Managed communication with high client VIPS to establish personalized connection and natural rapport with each guest; established long-lasting loyalty by coordinating special events including engagement proposals, events and special packages - Participated in meetings to discuss changes to hotel initiatives, marketing plans and improvements to the overall guest experience- Monitored and tracked key performance metrics including guest experience, financial and operational results - Handled all paid amenity inquires with an emphasis on up-selling food/beverage items and services to generate revenue- Controlled lobby traffic daily, especially during critical times, engaging in conversation with the guests in queue

Demonstrated polish, poise and passion in order to create the ultimate guest experience for an award-winning hotel. - Built and cultivated long-lasting relationships with clients and gained a deep understanding of their hospitality needs in order to ensure a memorable and successful stay- Provided accurate information about the hotel services/facilities, and demonstrated first-hand knowledge of events occurring in and around the city, transportation services, dining options and other activities- Responded to guest requests for special arrangements and services; offered suggestions and resolutions to any guest issues - Worked closely with other departments to reach common goals and meet/exceed hotel sales and service targets

Forbes Five Star, Relais et Chateaux, AAA Five Diamond propertyProvided operational support for a luxury vacation hotel that blends timeless elegance with modern hospitality.- Managed multiple initiatives simultaneously and prioritized based on evolving hotel needs; interacted with management to ensure lines of communication remained open, objectives were clearly communicated and deadlines were met- Delivered Five Star service and delivered above and beyond moments for all guest. - Researched arriving guests prior to arrival to ensure exemplary and unparalleled service; confirmed and reserved additional activities and planned personalized itineraries- Exceeded targeted monthly budget goals, based on auxiliary reservations sales - Performed daily menu edits for five dining outlets, corporate events and weddings- Assisted operations and catering team during Ocean House signature events and galas