HEATHER KELSAY

• Delivered exceptional customer service by resolving client concerns, managing reservations, and fostering strong relationships that resulted in positive reviews & repeat clients.
• Maximized facility operations, including inventory management, cleanliness, safety compliance, medication administration, payroll, and any facility maintenance all within budget.
• Directed daily operations to ensure high-quality care and services for pets and staff in a fast paced environment.
• Managed staff recruitment, training, and performance evaluations to enhance team effectiveness.
• Developed strategic marketing initiatives to increase client engagement and retention rates.
• Streamlined operational processes, resulting in enhanced efficiency and improved customer satisfaction.
• Oversaw budgeting and financial planning, ensuring alignment with organizational goals and resource allocation.
• Implemented safety protocols to maintain compliance with regulatory standards and promote pet welfare.
• Fostered a positive workplace culture through open communication and implementing employee incentives.

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• Increased customer satisfaction by addressing and resolving concerns in a timely manner.
• Motivated, trained, and disciplined employees to maximize performance.
• Oversaw daily operations, ensuring exceptional member experiences and adherence to service standards.
• Developed training programs for staff, enhancing team performance and service delivery efficiency.
• Coordinated events and activities, facilitating seamless execution that elevated member engagement and satisfaction.
• Led staff meetings to communicate goals, align team efforts, and foster a collaborative work environment.

• Increased revenue by 50k within the first 2 months of taking over the 4 million dollar Iron Chef concept.
• Raised daily check average by over $2.00 that year.
• Oversaw food cost and labor budget management monthly in 2019, ensuring financial targets met.
• Oversaw all aspects of daily operations and managed a team of 40 employees.
• Nominated for Manager of the year in 2019 for full service concept inside the SLC airport.

• Revamped service menu and packaging, boosting daily revenue by nearly $2k in first year.
• Developed service menu and packaging increasing revenue by nearly $2k a day the first year.
• Trained staff of 15 to meet highest standards of guest service, achieving compliance with health department and airport inspections.
• Directed daily operations to ensure high quality products and excellent customer service.

• Supported daily operations for $6 million brewery, ensuring seamless workflow and service delivery.
• Streamlined scheduling, positioning, and training to enhance FOH daily guest services.
• Ensured compliance with brand standards and airport contracts in fast-paced, demanding environment.