The university motto at Virginia Tech is "Ut prosim" which translates to "That I may serve." I always found that to be such a noble sentiment, which may be the reason I chose to study hospitality and service at Virginia Tech. To put someone else's needs and experiences above your own is incredibly rewarding. Life is made up of experiences and being part of making someone else's memorable is fulfilling the premise of service at its core.
I believe that we elevate ourselves when we elevate others first, which is something I strive to emulate in my service strategy, management style, and in my daily life.
Service
In my experience as a service manager, I have learned that it's not so much about taking the extra mile...but more effective to focus on taking the extra inch. What can we do within our power right now to make someone's experience that much more special?
Roles
Member Services & Marketing Manager, Kiawah Island Club | Jan 2016-present
​
Cottage Rental Manager, Kiawah Island Club | Jan 2016-Dec 2017
​
Member Services Representative, Kiawah Island Club | Sep 2014-Jan 2016
Skills
Service Strategy
Operational Management
Feedback Analysis
Department Budget
Staff Training
Management
I conduct weekly staff meetings with my team, detailed performance reviews, and take pride in fostering the education and career goals of those who show promise. I help them to outline their goals and see to it that they have an opportunity to grow within the company. I am proud to have hired and worked with some incredible individuals over the years, who I have also helped further their careers and promote to higher positions within the company in areas including Human Resources, Marketing, Operations, Fitness Management, and more.
Measuring Success
In every capacity that I serve as manager, whether its Marketing or Member Services related, it is imperative to measure data and feedback. Not only is it a way to identify areas that we are excelling and areas that need improvement, but it's also the only way that your customers, superiors, and fellow colleagues can excel and improve as well. I am responsible for compiling data and presenting it in appropriate formats.
Website & Mobile App usage (Google Analytics, etc.)
Budget Analysis & Management
Facility & Service Usage
Operational Analysis
Customer & Employee Satisfaction Surveys and Feedback Logs
Customer Feedback Logs & Analysis
Company Ambassador
I am an active participant in my company culture and put my heart and soul into my work for the good of the team. Year after year, I have received a rating of 5/5 in commitment to the company, contributing to company culture, being a team player, and utilizing my creativity to benefit my work environment. I have taken on several tasks outside of my job description so that I could contribute in bettering how we communicate with our team members. I collaborate with the Human Resources department team regularly and help manage their communications to our 500+ employees. I serve as a co-captain for our employee communications committee where I lead regular meetings and discussions with staff on how to better their work environment. The employee communications committee was so successful that it expanded into another committee which was dedicated to our employee orientation program. I led the charge in reinventing how we conduct orientation and the subsequent materials (presentation, handouts, itinerary, etc.) which really allowed me to utilize my creativity. My team and I implemented more engaging content and activities like scavenger hunts, personality questionnaires, and games. I created a whole new presentation that included videos of our employees that I scripted and directed. The revamped new employee orientation was so successful that we had all existing 500+ employees who hadn’t gone through the new orientation, experience it for themselves over the course of two weeks.