A strong program management and development professional with a Master of Arts (M.A.) Mass Communications (Sports Communication) and Bachelor of Arts Technical Communications with a minor in Electronic Media and Communication from Texas Tech University. My professional experiences are in the recreational facility industry for accumulated 10 years and 4 years previously in higher education operations management.
My professional experiences have enhanced my teamwork, detail, communication, and operational skills. I have been a part of multiple teams from operating an amusement/waterpark to managing a non-profit based department. Much of my education is with media writing and digital design. My portfolios highlight my experience working across various genres and platforms. As a professional writer and designer, I take particular care with issues of digital optimization, visual effectiveness, and linguistic precision. As well as I specialize in professional program management, teamwork, facility operations, and training.
Skilled in Program Management, Student Leadership, Staff Training/Development, Operating Procedures, and Risk Management.
• Oversee all aquatic programs at the Hays Communities Branch and manage current programs, develop, and implement new program strategies to successfully meet department and org-wide targets as well as serve as a liaison for Project SAFE and other youth development and grant-funded programs.
• Ensure aquatics information is complete and up to date in the member services system (Daxko), website, and mobile app at all times
• Develop, implement, and monitor the annual Aquatics budget by tracking Aquatics registration fees and sessions scheduled, certifying the accuracy of payroll, and adjustment of resources to meet financial goals.
• Conduct and ensure proper maintenance of pools including accurate recordkeeping of pool chemical levels and facility maintenance and monitor daily pool operations to adhere to all state, local, and YMCA health and safety regulations.
• Plan and execute, with the aid of Executive Director and other Program Directors, risk management drills for all staff and recommend procedural changes to ensure the safety of all staff, members, guests, and participants.
•Responsible for the daily operations of reservations, food and beverage, retail, special events, and other such departments to deliver an exciting, fun-filled, and memorable experience for our visitors
•Analyzed trends to promote products internally to increase sales and reduce waste; and, assists with menu planning and plate presentation
•Worked with guest services and reservations department to increase add-on sales such as golf carts, linens, and other extras
•Monitored trends in sales to make recommendations regarding store merchandising including pricing, product display, and offerings based on seasonality
•Collaborated with Revenue Manager on KPI’s and analyzing trends in critical area
•Assisted the Home Office marketing department with guest communications and on camp-resort specific promotions
•Directed and controled the work and resources of the resort and ensure the recruitment and retention of the required numbers and types of well-motivated, trained and developed key personnel to ensure that it achieves its mission and objectives
•Supervised duties including but not limited to: scheduling, teaching skills needed for positions, providing on-going guest services training, evaluating performance, offering corrective teaching (re-training) when needed
•Helped in preparing a projected income and expense budget for the entire year, including but not limited to advertising, recreation, maintenance, payroll, utilities, campsites rental units, and housekeeping
•Devised new programs and sources of income
•Monitored the performance of all departments to ensure that they operate to a high standard and to identify any area of potential improvement
•Oversaw the ordering and controls on all resale merchandise
•Developed and implement a customer service strategy, which provides total customer satisfaction and meets the resorts missions and objectives. Includes serving as the management response to customer complaints
•Assisted in formulating and monitoring the annual business plan to ensure the long-term success and viability of the company and the attainment of our company objectives.
•Maintained up-to-date knowledge about employment law as it relates to employee relations.
•Maintained an awareness of developments in the field of health and safety to ensure that the company continues to comply with the best practice and legal requirements, including any necessary licensing
•Oversaw the development and implementation of a planned maintenance program to ensure that assets and services are maintained to required standards and can operate without interruption
•Maintained the integrity of the system trademarks and copyrights
•Ensured that all Area Supervisors and Team Members within the Department are properly trained, certified and equipped to perform their job responsibilities
•Maintained appropriate staffing levels within the department of 100+ team members to meet all operational goals
•Adhered to all operating expense budgets and ensures compliance of established budgetary guidelines
•Assisted with area retention, motivation and morale of area supervisors and team members
•Developed maintain, implement, facilitate, and track all departmental programs
•Performed daily operations including conduct manager on duty shifts, respond to medical emergencies, and manage guest experience across 70+ acres of both waterpark and resort property
•Maintained and oversaw lifeguard and operations team of 400+ employees while maintaining positive work environment for employee retention
•SchlitterSwim Coordinator: ran, facilitated, and oversaw all swim lessons hosted on site at Schlitterbahn.
•Created unique and creative social media content such images and videos for the operation's social media accounts.
•Responsible for the inventory and employee relations of the Schlitterbahn Waterparks personal Mascot Schatze.
•Implemented continuous efforts of positivity and team building for the operations team throughout the year for better retention of employees and over all satisfaction of the work place.
•Supervised 20 or more lifeguards in regards to safety procedures and customer service. Constant checkups on lifeguards to ensure mental and physical health by providing breaks, water, snacks, and proper safety equipment if they did not have it: sunglasses, sunscreen, or hat
•Addressed safety concerns for the guards and guest within the park by fixing or notifying management of an issue such as ripped carpet, broken glass, or shortage of life jackets
•Assisted guests with any needs and ensured customer satisfaction throughout my section by helping with directions, lost children, refunds, or security issues
•Managed confidential documents and file appropriate paperwork for every shift
Andy Lemons: Director of Programs of UT Rec Sports- (512)-318-1655 email@example.com
Nicole Erdmann: Senior Aq. Director--Greater Austin YMCA- (512)-422-2794 firstname.lastname@example.org
Melissa Hogle: Regional Aq. Director--Greater Austin YMCA- (805)-577-0338 email@example.com
Tracey Nedfford: Training Manager--Schlitterbahn Waterpark- (830)-305-1866 firstname.lastname@example.org
Lisa Young: Executive Director--Hays County Food Bank- (512)-392-8300 x234 email@example.com