Nicolette Trobaugh, Shrm-Cp Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Chicago, Illinois, United States

Enhanced the performance and organizational culture of the Chicago Red Stars through the provision of strategic advice, recommendations, and expertise. Currently spearheading initiatives within the ticket sales, service, and operations department to optimize business outcomes.● Conducted individual planning and training sessions with the Senior Manager of Ticket Sales and the Manager of Member Services, fostering personalized professional development.● Identified operational gaps within current ticket sales and service processes, devising actionable improvement plans to drive efficiency and effectiveness.● Developed and implemented individualized development plans for the ticket management team, resulting in increased motivation and skill enhancement.● Oversaw the creation and implementation of post-match surveys to elevate the fan experience and gain insights into matchday pain points.● Fostered cross-departmental collaboration through open discussions and honest communication, building a foundation of trust across the organization.Expertise and strategic approach have significantly contributed to the Chicago Red Stars' success in enhancing both business performance and organizational culture.

Chicago, Illinois, United States

Directed the implementation of the Chicago Cubs' service strategy, elevating guest experiences to "best-in-class" standards. Provided feedback to refine and enhance service delivery approaches, taking charge of the guest service initiative. Played a pivotal role in developing and executing supporting programs for all Wrigley Field event associates.● Managed and led a team of 550 seasonal personnel, including the Manager and Coordinator, Event Operations, ensuring adherence to guest services procedures and maintaining an elevated level of customer service delivery.●Spearheaded the creation, delivery, and ongoing enhancement of service initiatives, policies, and procedures. ●Produced fan-facing collateral and employee handbooks to streamline communication and operational efficiency.● Led service delivery for all Wrigley Field events demonstrating a commitment to excellence and mindfulness.● Utilized data and research to identify key drivers of guest satisfaction strategically, fostering continuous improvement in service delivery.● Collaborated with human resources on selection, training, recognition, and performance management of guest and premier services, and parking personnel.● Played a crucial role in planning and executing events at the ballpark, serving as the representative of event operations management and Manager on Duty as needed.● Leveraged ABI scheduling to efficiently manage scheduling process for guest and premier services recommending updates to the labor utilization model based on observations and effectiveness levels.● Reviewed and investigated incident reports, executing follow-up to address guest service issues promptly and effectively.● Oversaw ADA and accessibility services for guests, actively contributing to the development of collateral and communication strategies.Demonstrated a consistent service-oriented attitude, coupled with outstanding guest service skills and a proactive bias for action across all aspects of job performance.

Chicago, Illinois, United States

Oversaw the Premium department at Wrigley Field, managing Suites & Clubs, with a relentless commitment to delivering unparalleled guest experiences, fostering partner satisfaction, and optimizing financial outcomes. Emphasized a people-centric approach and upheld rigorous high-quality standards, dedicated to curating a luxurious and memorable experience for all ballpark visitors.

Bridgeview, Il

Directed Fan Experience and Operations departments, orchestrating comprehensive logistics and functional requirements for Chicago Fire matchdays and events. Managed Club property inventory oversaw off-site warehouse storage, shipping, and receiving operations. Developed and administered department budgets, providing budget management training to the director. Led the creation and distribution of event timelines, ensuring meticulous and clear communication.●Functioned as the primary liaison with third-party vendors and League officials, ensuring seamless collaboration and coordination.●Collaborated with team administration on soccer operations' needs, including field maintenance and special projects, overseeing international tournaments and scrimmages.●Administered Lamar Hunt U.S. Open Cup requirements by U.S. Soccer and represented the Club in all MLS security and operations requests and reporting.●Maintained the Club's CHAMPS recognition program and service standards, including conducting pre-season guest service training and offering ongoing support throughout the season.●Implemented and measured service standards based on Club goals, incorporating metrics such as Net Promoter Score and Secret Shopper evaluations.●Cultivated and sustained relationships with matchday vendors, including stadium management, Soldier Field/ASM Global, Village of Bridgeview, parking, guest services, security, cleaning, and food and beverage.●Orchestrated pre- and post-match meetings with vendors, surveyed fans, and tracked feedback to identify and address trending issues.●Developed strategic plans to resolve recurring complaints, collaborating with matchday vendors to enhance the overall fan experience.●Ensured the highest level of hospitality in premium seating areas and suites, consistently exceeding expectations.

Bridgeview, Illinois

Provided expert guidance on employment practices, specializing in employee relations and recruitment initiatives. Functioned as an internal business partner, collaboratively resolving issues within various departments. Partnered with the senior management team to establish and drive proactive recruitment initiatives, playing a key role in meeting talent acquisition goals as a full-service recruiter.●Managed a dynamic internship program, overseeing the entire process from posting and recruiting to sourcing and placement of 20+ interns annually. Cultivated strong relationships with local colleges and universities to enhance the program's reach.●Conducted and refined the onboarding process using Paycor Perform, ensuring a seamless transition for new hires.●Directed the performance management process by coaching managers in conducting reviews and goal setting, contributing to the development of a high-performance culture.●Ensured compliance of employment practices with regulatory agencies and ownership guidelines, maintaining a strong commitment to ethical and legal standards.●Trained staff on the Club's service and recognition program, fostering a culture of excellence and appreciation.●Implemented measures to enhance Club morale, organizing staff outings, celebrating birthdays and anniversaries, and orchestrating a week-long celebration during Customer Service Week.●Successfully completed the Club's first-ever I-9 audit, demonstrating meticulous attention to detail and compliance expertise.●Conducted comprehensive customer service training for over 300 staff members, reinforcing the importance of service standards and Club values.

Bridgeview, Illinois, United States

Managed the day-to-day operations of the fan service department, spearheading initiatives to elevate the overall fan experience. Innovatively introduced the Club's CHAMPS recognition and service standards program, setting and achieving measurable goals to ensure a fan-focused environment. Cultivated and maintained relationships with matchday vendors, optimizing collaborations with the Village of Bridgeview, parking, security, cleaning, and food and beverage partners.●Developed and implemented comprehensive training sessions on service standards for all staff, fostering a consistent and high-quality fan experience. Maintained open lines of communication to ensure alignment with organizational objectives.●Proactively tracked fan feedback, prioritizing trending issues and sharing insights with matchday vendors to continuously enhance the overall fan experience.●Oversaw premium seating, suites, and hospitality areas for the Club, serving as the primary point of contact for suite holders and ensuring an unparalleled level of service.●Received the prestigious J.D. Power Fan Experience Award for Chicago Sports Teams in 2016, highlighting exceptional contributions to fan satisfaction.●Achieved a remarkable 60% increase over the Net Promoter Score, displaying an exceptional commitment to exceeding fan expectations.●Innovatively created and successfully rolled out the first-ever Service Standard and Recognition program in Major League Soccer (MLS), establishing a benchmark for excellence within the industry.

Chicago, Illinois, United States

Opening team member for a 188-room luxury hotel, overseeing the guest services department, including front desk, bell, and door staff. Managed personnel schedules and labor budget. Recruited, interviewed, and trained new guest services personnel. Ensured smooth lobby operations, addressing guest inquiries and complaints. Maintained delivery and availability of hotel amenities. Interacted with guests through greetings and assistance. Reviewed daily occupancy statistics, room inventory, and rates.

Opening team of the 170-room hotel. Manage the front office, food and beverage department (Great American Grill Restaurant) and oversee the housekeeping manager. Responsible for recruiting, training and promoting of front desk associates, servers, night auditors, bartenders, cooks and room service associates. Responsible for the hotel accounting and invoicing. Complete staff schedule ensuring enough staff to provide quality guest service while working within a labor budget based on occupied rooms. Responsible for the hotel safe and cash handling. Maintain hotel supplies and place orders working with purchase orders and checkbook in order to stay within budget. Monitor the hotel to ensure we are abiding by Hilton Garden Inn brand standards and internal audit standards. Monitor the guest service scores and the hotel's balanced scorecard weekly and monthly.

Manage and oversee the daily operations of a dog boarding, grooming, training, day care and retail facility. Recruit, hire, train, promote and manage kennel staff, groomers and customer service representatives. Responsible for all cash management including the end-of-day cash and credit balance. Complete staff scheduling allowing ample staff to provide service while maintaining budget. Monitor and respond to the needs of pet guests to ensure safety, security and comfort. Administer all medications to pets as required. Provide customer service and salesmanship and resolve any customer complaints. Maintain supplies and place orders. Monitor financial reports and statistics weekly. Promote and market facility programs and services internally and in the community. Establish and maintain connections in the community.

Service and coordinate meetings, banquets, conferences and group room blocks from start to finish and including follow-up. This includes, but is not limited to consulting and determining client needs, arranging all food and beverage and audio visual set-ups, effectively communicating group needs with all hotel departments through weekly meetings, group resumes and banquet event orders and acting as the point of contact for the client from the sale of the event to the feedback survey. Execute all policies that pertain to the event contract such as cut-off dates, guarantee policies, and payment methods. Responsible for increasing revenue through up-selling techniques. Professionally dealing with difficult situations and last minute changes through troubleshooting and knowledge of all operations of the hotel.

Responsible for the daily functions of the front desk of a 357-room hotel. Oversee front desk agents, bellmen, doormen, PBX, and room service agents. Monitor check-in, reservations, check-out, concierge, and guest service duties daily. Interview and train new employees on hotel policies, procedures, Systems 21, Micros, and Aloha computer systems. Perform manager on duty responsibilities to ensure guests receive prompt and proper service. Review and make changes to reservations according to group resumes and arrival lists. Identify needs and develop training plans and implement training sessions. Order office and gift shop supplies. Code invoices and input data into the checkbook. Train weekly on front office manager duties.