Hope LEWEY
St. Petersburg,FL
Summary
Expert in operations management, with comprehensive oversight of multi-department functions and talent development. Drove significant improvements in guest satisfaction and employee engagement while maintaining operational compliance and efficiency.
Overview
15
15
years of professional experience
Work History
OPERATIONS MANAGER
TOPGOLF ST. PETERSBURG
St. Petersburg, USA
01.2023 - Current
- Led multi-department operations for a high-volume venue ($16million), overseeing Food & Beverage (F&B), event sales, kitchen operations, facilities/maintenance, training, and guest services.
- Drove execution of high-volume events and group sales, ensuring cross-functional coordination and operational efficiency.
- Achieved #2 company-wide ranking in guest satisfaction (NPS) by implementing service standards, staff training programs, and operational improvements.
- Managed, coached, and developed 250+ employees, including managers and department leads, enhancing employee engagement and retention.
- Oversaw full-cycle talent management processes, including recruitment, hiring, onboarding, training, and performance evaluations, to build a skilled workforce.
- Collaborated with senior leadership on budgeting, forecasting, and strategic planning initiatives.
- Achieved recognition as the Silver Leadership Award recipient for outstanding operational excellence and team leadership.
- Selected for Leadership Development Program (Top 15% of candidates), demonstrating high potential and succession readiness.
OPERATIONS MANAGER
TOPGOLF ATLANTA MIDTOWN
Atlanta Midtown, USA
04.2022 - 05.2023
- Led multi-department operations for a high-volume venue($24million), overseeing Food & Beverage (F&B), event sales, kitchen operations, facilities/maintenance, training, and guest services.
- Drove execution of high-volume events and group sales, ensuring cross-functional coordination and operational efficiency.
- Managed, coached, and developed a workforce of 300+ employees, including managers and department leads, driving employee engagement, retention, and performance management.
- Oversaw full-cycle talent management, including recruitment, hiring, onboarding, training, scheduling, and performance evaluations.
- Managed labor costs and developed workforce planning strategies to align with operational goals.
- Monitored key performance indicators (KPIs) for revenue, labor cost, guest satisfaction, and operational efficiency to drive data-informed decision-making.
- Ensured compliance with health, safety, and sanitation regulations, maintaining operational standards and risk management.
- Collaborated with senior leadership on budgeting, forecasting, and strategic planning initiatives.
FOOD AND BEVERAGE MANAGER
TOPGOLF MIAMI DORAL
Miami Doral, USA
01.2020 - 12.2021
- Directed all food & beverage operations within a $15M venue, overseeing $7.5M in F&B revenue and consistently driving profitability.
- Managed inventory control and cost of goods sold (COGS), implementing procedures that minimized waste and optimized margins.
- Led labor management initiatives, including scheduling for servers, bartenders, and event ambassadors, ensuring optimal staffing levels while controlling labor costs.
- Supervised and developed 3 salaried managers, enhancing operational execution through leadership, coaching, and performance management.
- Oversaw ordering and vendor coordination, ensuring product quality, availability, and cost efficiency.
- Analyzed financial and operational metrics, aligning with budget targets and supporting revenue growth.
- Collaborated with events and operations teams to execute high-volume group events, enhancing guest experience and driving incremental sales.
GUEST SERVICES MANAGER
TOPGOLF MIAMI DORAL
Miami Doral, USA
02.2019 - 12.2019
- Oversaw daily golf services operations to ensure exceptional guest experience across hitting bays and retail areas.
- Ensured operational standards, cleanliness, and safety compliance across all golf services areas.
- Managed retail operations, including inventory control and ordering, to enhance product availability and optimize margins.
- Monitored sales performance and inventory levels, adjusting ordering strategies based on demand and seasonal trends.
- Partnered with the Training Manager to support full-cycle hiring needs, including recruiting, onboarding, and team development.
- Collaborated with the Director of Instruction to support coaching programs, player development initiatives, and lesson operations.
OPENING TRAINING MANAGER
TOPGOLF MIAMI DORAL
Miami Doral, USA
07.2018 - 02.2019
- Led large-scale hiring and onboarding efforts for new venue opening, successfully recruiting and training 400+ associates.
- Managed and developed team of 20 trainers, executing onboarding and training programs to maintain high performance standards.
- Ensured full compliance with corporate training metrics, timelines, and operational standards.
- Facilitated training sessions, preparing associates for high-volume service and improving guest experience.
- Partnered with department leaders to align training initiatives with operational needs and support business goals.
- Provided on-the-floor support during peak shifts, reinforcing training, coaching associates in real time, and ensuring exceptional guest and team experiences.
HOSPITALITY MANAGER
TOPGOLF WEST CHESTER
West Chester, USA
03.2016 - 07.2017
- Led front-of-house hospitality operations in a high-volume entertainment venue, ensuring exceptional guest experience across dining, bar, and bay service areas.
- Managed and coached diverse team of frontline associates, enhancing service standards and guest satisfaction.
- Collaborated with operations, food & beverage, and events teams to deliver seamless guest experiences for walk-ins, reservations, and large group events.
- Acted as a key floor leader during peak periods, resolving guest concerns quickly and maintaining smooth service flow.
- Monitored service performance metrics and implemented coaching strategies to elevate speed of service and hospitality scores.
- Supported training and onboarding initiatives, reinforcing service culture and ensuring operational consistency.
- Ensured compliance with company policies, safety standards, and service procedures in a fast-paced environment.
team lead
TOPGOLF WEST CHESTER
West Chester, USA
07.2015 - 03.2016
- Led daily shift operations in a high-volume entertainment venue, ensuring smooth execution across guest service, food & beverage, and golf services areas.
- Supervised frontline associates during service, delivering real-time coaching and support to uphold service standards.
- Contributed to team performance by promoting accountability, communication, and consistent execution of daily goals.
- Acted as shift point-of-contact for guest issues, addressing concerns promptly to foster positive guest experiences.
- Reinforced onboarding standards and assisted new associates in acclimating to operations, enhancing training initiatives.
- Assisted managers with labor control, shift coverage, and operational readiness during peak business periods.
- Ensured compliance with company policies, safety procedures, and service protocols in a fast-paced environment.
Bayhost, EA, ACE trainer
TOPGOLF WEST CHESTER
West Chester, USA
01.2011 - 07.2015
MANAGER
BAR SEVENTY-ONE
Mason, USA
01.2011 - 07.2015
- Supervised bartenders and bar staff during peak service periods, ensuring smooth operations and adherence to company standards.
- Implemented procedures to enhance service speed and overall guest satisfaction during peak periods.
- Coordinated inventory management processes, including stock counts and vendor communication, to maintain accurate stock levels.
- Trained bar staff, onboarding new hires and reinforcing service standards and product knowledge to ensure compliance.
Education
ASSOCIATES DEGREE OF APPLIED SCIENCES - NURSING SCHOOL, RN
UNIVERSITY OF CINCINNATI
Cincinnati, OH01-2011
Skills
- P&L ANALYSIS
- FORECASTING
- BUDGETING EXPERTISE
- LABOR CONTROL
- INVENTORY ACCURACY
- MAINTAINING SYSTEMS OF OPERATIONS
- LEADERSHIP DEVELOPMENT
- TRAINING
- RESULTS ORIENTATION
- STRATEGIC DIRECTION
- CULTURE DRIVEN
- CUSTOMER FOCUS
- INDIVIDUAL ACCOUNTABILITY
- COMMUNICATION
Awards
- Silver Rising Star Award, 2016, Topgolf Ohio
- Silver Leadership Award, 2017, Topgolf Ohio
- Silver Leadership Award, 2018, Topgolf Doral
- Silver Leadership Award, 2019, Topgolf Doral
- Silver Leadership Award, 2025, Topgolf St. Petersburg
Accomplishments
- Completed Next Level Leadership Program 2025
-1 of 16 (out of 110) candidates chosen to participate in this program.
Timeline
OPERATIONS MANAGER
TOPGOLF ST. PETERSBURG
01.2023 - Current
OPERATIONS MANAGER
TOPGOLF ATLANTA MIDTOWN
04.2022 - 05.2023
FOOD AND BEVERAGE MANAGER
TOPGOLF MIAMI DORAL
01.2020 - 12.2021
GUEST SERVICES MANAGER
TOPGOLF MIAMI DORAL
02.2019 - 12.2019
OPENING TRAINING MANAGER
TOPGOLF MIAMI DORAL
07.2018 - 02.2019
HOSPITALITY MANAGER
TOPGOLF WEST CHESTER
03.2016 - 07.2017
team lead
TOPGOLF WEST CHESTER
07.2015 - 03.2016
Bayhost, EA, ACE trainer
TOPGOLF WEST CHESTER
01.2011 - 07.2015
MANAGER
BAR SEVENTY-ONE
01.2011 - 07.2015
ASSOCIATES DEGREE OF APPLIED SCIENCES - NURSING SCHOOL, RN
UNIVERSITY OF CINCINNATI