Oversaw guest interacting services and facilities, through planning, and staffing for a full-service boat yard with 250 slips, 60 full-time employees and marine service. Business Operations:-Streamlined risk and liability processes by redefining service programs by working cross functionally with service and accounting departments.-Built a cross-functional workflow to drive a consistent outcome across service and sales teams. This led to responsive, timely, and consistent communication to customers. -Drove guest confidence through timely and quality customer service.Staff Management: -Recruited, trained, and mentored 20 seasonal staff. Held weekly one-on-ones to drive consistent customer-centric work ethic across departments including sales and service. Strategic Planning: -Unified training to drive organizational efficiencies by designing and implementing standard operating procedures.-Established accurate reporting and cost analysis by reconciling inventory, records, and discrepancies and establishing long term systems.

Revenue Operations:-Managed a $2M expense budget, along with a $3.8M revenue budget through the evaluation of expenditure and revenues which lead to a 60% revenue growth in 5 years -Grew the food and beverage service 50% by creatively working with local restaurants -Executed a 25% increase in retail sales by analyzing profit margins and customer trends -Collaborated on 15 miles of soft surface trails by preparing and managing a $300k grant through the State of Colorado-Developed a 5 year capital budget plan by assessing current assets and future business growth which resulted in sustained growthStaff Management: -Restructured organizational chart and work flow by seeking out efficiencies which lead to streamline workload and responsibilities-Facilitated staff onboarding for 30 seasonal employees yearly by creating job descriptions, postings, review applications and tracking new hire paperwork which lead to more qualified hires-Reduced overtime pay by evaluating and collaborating with staff which lead to more efficient workStrategic Business Planner and Collaborator:-Improved customer service, safety, cleanliness, and professionalism by developing, implementing and executing standard operating procedures across 4 business sectors. -Established compliance protocols by staying up to date on industry and state regulations. This led to consistently passed inspections -Implemented a equipment replacement plan for snowcats, UTV’s and operations vehicles by inventorying current assets which lead to more reliable equipment and fewer maintenance repairs-Developed a strategic road map and ensured future business growth by creating, managing, and implementing a cross-functional site master plan-Implemented a new recreation software through research and consultations which lead to online registrations, and unified departments-Improved amenities through managing vendors which lead reliable schedules and aligned pricing

Overseeing the 4,500 sq. ft. Frisco Day Lodge facility, including grounds, buildings, and other facilities, I analyzed, managed, and improved food and beverage, ticketing, events, guest service, budgeting, training, facilities, vendor relations, and IT. I implemented business processes, SOPs, policies, and procedures and built a culture of trust, respect, and cooperation amongst team members. In this role, I generated a 20% increase in new revenue by persuading the GM to increase holiday tubing rates and add two new tubing lanes during the holiday season as well as create/promote special events.

Directing a 2,000 sq. ft. ski school/facility, I led 15 seasonal and 25 full-time staff including all staffing, onboarding, training, and employee relations. Working together we processed over 200 skiers daily. Responsible for ticketing, staff management, training, accounting, reporting, and IT, I enhanced the customer experience and operations through continuous improvements. In this role, increased staff retention by 25% of season staff annually and boosted the Net Promoter Score (NPS) from 56 to 62 over three years.