Madison Pond
Orlando,FL
Summary
Hospitality Management Professional experienced in leading and motivating teams. Brings skills in guest care, private events, building relationships, managing budgets, and training and development. I am looking to put my knowledge and strengths to use in a growth-oriented position focused on improving operations for individual and company needs, while positively impacting guest experiences.
Overview
11
11
years of professional experience
Work History
Guest Services Hospitality Manager
Topgolf USA
Lake Mary, FL
09.2020 - Current
- Managing Labor and Scheduling for the Guest Services Department
- Resolving Guest Issues & Guest Recovery
- Training, Developing Associates through Continuous Education
- Purchasing, Invoicing, Inventorying, Stocking, and Budget Management for Retail Items within the venue
- Overseeing Daily Operations for Elevated Platinum Membership Guests
- Driving the Guest Experience and Hospitality within the Venue
- Maintaining the Associate Experience
- Driving Revenue
- Executing Private Events of various sizes. Coordinating with the Event Sales Team to assure high satisfaction for Guests.
Team Lead
Topgolf USA
Nashville , TN
06.2020 - 09.2020
- Hourly Management of Venue
- Assisted Managers with Guest Satisfaction
- Motivated Associates to drive Guest Experience
- Manage daily labor within Venue
- Guest issue resolution
- Executing up to 30 Private Events Each Day
- Food and Beverage Operations and Coordination
- Knowledge of Salesforce, Delphi Platforms
Training Lead
Topgolf USA
Nashville , TN
02.2019 - 03.2020
- Hiring and Training of New Associates
- Continuous Education for All Associates
- Upholding Company Standards Regarding Training Compliance
- Developing Associates to Cross Train into Additional Departments and Positions within Venue
Events Lead
Topgolf USA
Nashville , TN
09.2017 - 02.2018
- Coordinating and Organizing Event Space Set Ups with Associates, Managers, and Sales Teams
- Managing up to 30 Events at Once
- Building Relationships with Event Points of Contact to Build Clientele for the Future
- Quickly Breaking Down Event Set Ups and Converting Spaces for Additional Events
- Assuring Guest Satisfaction During Events
Education
Some College (No Degree) - Nursing
Austin Peay State University
Clarksville, TNSkills
- Associate and Guest Satisfaction
- Operational Efficiency
- Managing Labor and Revenue Budgets
- Trend Evaluations
- Strength in Organization and Planning
- Guest Care and Resolution
- Excellence in Event Execution
- Knowledge in Banquet Event Orders
- Strength in Personal and Team Development
Certification
- Completion of Franklin Covey Leadership Course: 6 Critical Practices for Leading a Team 2.22
- Certified in AED Use and CPR Trained 10.21
- Closing the Gaps Guest Conflict Resolution Training 11.21
References
Available upon request
Timeline
Guest Services Hospitality Manager
Topgolf USA
09.2020 - Current
Team Lead
Topgolf USA
06.2020 - 09.2020
Training Lead
Topgolf USA
02.2019 - 03.2020
Events Lead
Topgolf USA
09.2017 - 02.2018
Some College (No Degree) - Nursing
Austin Peay State University
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