Shawn Heath Email and Phone Number

-Verifies that goals are being translated to the team as they relate to guest tracking and productivity.- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).- Verifies that all team members meet or exceed all hospitality requirements.- Strives to maximize the financial performance of the department.- Interviews and assists in making hiring decisions.- Supervises same day selling procedures to maximize room revenue and property occupancy.- Verifies accuracy of room rates to maximize revenue opportunities- Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.

-Pre plan, execute, and audit New Hiring Events based on labor projections to meet the labor order demands and fill on-time. Completes post-event audit of event and communicates event metrics to staffing leadership-Ensures 100% compliance for work authorization documentation for associates-Meets critical deadlines for initiating background screening and completing drug test process to achieve labor orders-Contacts candidates with cleared contingencies in order to eliminate risk of not meeting labor orders-Initiates Candidate onboarding and matching them to the proper requisition-Guides applicants through the hiring process in accordance with Amazon’s policies and procedures-Utilizes Applicant Tracking System to move candidates through the application process and updates appointment arrival status for virtual new hire events and virtual new hire orientation-Resolves candidate escalation issues by contacting them to identify issues, offering to reschedule them, or assisting candidates who are having virtual new hire orientation technology issues, or assistance with any other concerns

-Responsible for the overall direction, coordination and supervision of the Member Services department including Front Desk, Account Services and Activity Center desks and adult programming (racquetball, squash, basketball, etc.). -Maximize retention by connecting and engaging all members to their area(s) of interest by taking a leadership role in the daily connectivity meetings, therefore minimizing attrition. Build Monthly retention plans and daily management to achieve targets.-Deliver the highest quality customer service to all members and guests through professional greetings, account maintenance, and extensive knowledge of all Life Time Fitness products and services. Ensure team members proactively meet the needs of members, placing (selling) members into programs and services, accurately answer questions and actively promote all activities and programs by having a complete understanding of the activities by working with peer managers and developing relationships with members, anticipating ways to enhance the Life Time partnership with our members. Operate adult programs successfully meeting financial goals and exceeding member expectations.-All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

-Liaison between the club level and the corporate level to evaluate the performance of multiple locations within the region and coach to higher levels.-Assists in system compliance-Completes monthly audits at each club in the region.-Develops best practices and pilots new programs prior to roll out-Responsible for the overall direction of my specific location as Member Services Department Head (see above)-Maximize retention by connecting and engaging all members in the region to their area(s) of interest.

- Manage all front of the house and back of the house operations to include inventory and payroll- Work the floor by preparing food, meeting, greeting, and serving customers- Meet the nutritional and replenishment needs of the club members in a friendly and courteous manner- Promote Life Time Fitness nutritional products- Uphold the Life Café commitment which promises a menu that is good for you and delicious with service that is friendly and fast- Ensure safety, cleanliness, and security awareness standards are emphasized, practiced, and inspected- Maintain Profit and Loss statements, budgets, and cost controls in regard to food, beverage and labor goals- Manage the leadership and performance excellence of the team by training, modeling, developing, and assessing all team members to ensure continuous growth- Multi-unit management to offer support and training for team members and management

Maximizing net operating income through effective property management of a 200 unit property in the fields of closing sales, superior customer service, rent collections, marketing the apartment community, budgeting, and ad/print design

Training of new franchisees in a two to three week classroom/on site setting. Managed 75+ employeesOversight of 6 company storesConduct ongoing training for all company store managers to run a successful operation from employee retention to budgets and P&Ls.Other positions held in the company: Franchise Training Manager