Jay Agustin
La Puente,USA
Summary
- Results-driven professional with seven years in hospitality and entertainment, focused on elevating guest experiences through effective team leadership. Successfully coordinated events for diverse audiences, managing budgets and logistics to meet organizational goals. Experienced in training and developing staff, enhancing operational efficiency through technology and best practices. Dedicated to fostering a positive team culture and achieving excellence in service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Manager
Buffalo Wild Wings
City of Industry, CA
08.2025 - Current
- Oversees service operations and the guest entry experience, coaching team members to provide legendary guest experiences.
- Key responsibilities include assisting with shift management, ensuring operational effectiveness, and adhering to safety and sanitation standards.
- This management role requires at least two years of restaurant or bar management experience and a strong understanding of labor laws, health codes, and responsible alcohol service.
Hospitality Manager
Topgolf
Montebello, CA
07.2024 - 06.2025
- Leads and supervises teams to ensure a high-quality guest experience by managing operations, staff, and events while upholding service standards.
- Key responsibilities include: leading and training staff, managing inventory and vendor relationships, coordinating events and promotions, ensuring facility cleanliness and safety, and handling guest feedback to maintain high customer satisfaction.
- Coordinated events and group bookings to maximize venue utilization and guest satisfaction.
- Developed training materials to enhance employee knowledge of services and products.
- Trained new employees on proper hospitality protocols according to company guidelines.
- Collaborated with marketing teams to promote events and special offers.
- Coordinated events and private parties, ensuring seamless execution.
- Organized and managed staff schedules, ensuring adequate coverage for all shifts.
Tee Up Crew
Topgolf
Virginia Beach, VA
04.2022 - 07.2024
- A traveling team of experienced employees who go to new Topgolf venue openings to establish the company culture, hire and train new staff, and ensure operational excellence during the critical first few months of a new location's launch.
- Opened Venues: King of Prussia, PA., Mobile, AL., Montebello, CA.
Team Lead
Topgolf
Virginia Beach, VA
11.2020 - 04.2022
- Provides guidance to their 'Playmaker' team, monitors performance with coaching, and collaborates with other departments to enhance the Player experience.
- Key responsibilities include: fostering a positive culture, identifying and resolving operational issues, ensuring compliance with policies, and driving key 'Impress the Players' metrics.
- Managed on-site event execution, ensuring seamless operation and attendee satisfaction.
- Coordinated logistics for large-scale corporate events and conferences.
- Supervised event staff, providing training and guidance for effective execution.
- Led team in implementing process improvements across multiple departments.
- Facilitated cross-functional meetings to align departmental goals and objectives.
Hotel Reservations Agent
Diamond Resorts
Virginia Beach, VA
09.2020 - 04.2021
- Handles incoming calls and inquiries, books reservations for rooms and other resort services, manages guest records, assists with special requests, and resolves complaints to ensure a positive guest experience.
- The role requires strong organizational skills, multi-tasking ability, and a professional, positive attitude to meet guest expectations and sales targets.
- Resolved booking discrepancies and handled guest complaints professionally.
- Canceled or modified existing reservations as requested by customers while ensuring accuracy of changes in reservation system database.
Ramp Agent
Menzies Aviation
Melbourne, FL
09.2019 - 01.2020
- Loads and unloads aircraft baggage and cargo, operates motorized equipment, and guides aircraft at the airport.
- Key responsibilities include safely handling heavy items, reading loading manifests, ensuring flight timeliness, and working outdoors in various weather conditions.
Guest Services
Topgolf
Virginia Beach, VA
05.2018 - 06.2019
- The primary point of contact for guests, responsible for their initial welcome, bay setup, and providing detailed information on the venue, gameplay, technology, and food and beverage options.
- Trained and supervised staff on customer service best practices.
- Collaborated with management to improve service protocols continually.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
Marketing
Topgolf
Virginia Beach, VA
05.2018 - 06.2019
- A guest-facing brand ambassador who engages with guests at local events to promote the Topgolf experience and drive reservations.
- Collaborated with marketing teams on promotional campaigns.
- Managed vendor relationships to ensure timely delivery of marketing collateral.
- Coordinated with sales teams to align marketing strategies with sales goals.
- Managed relationships with external vendors for advertising and promotional services.
Education
High school diploma -
First Colonial High School
Virginia Beach, VA06.2019
Skills
- Team management
- Workplace integrity
- Sales forecasts
- Microsoft Office
- Corporate training and teaching experience
- Phone etiquette
- POS systems
- Microsoft Teams
- Empathy
- Coaching
- Instructor-led training
- Staffing management
- Career development review
- Retail industry sales team management
- Team motivation
- Peer review
- Team building
- Participant feedback
- Skills assessment
- Customer expectation management
- Event flow planning
- Follow-up evaluations
- Payroll management
- Candidate sourcing
- Food service team meeting management
- Employee retention strategy
- Process improvement
- Expense management
- Management training
- Operations management
- Talent, career development
- Hiring
- Employee onboarding
- Senior leadership
- Inventory optimization
- Managing hospitality teams
- Disciplinary action management
- Inventory valuation
- Food service management
- Overseeing employee terminations
- Client feedback collection
- Revenue management
- Leadership development instruction
- Front desk
- Performance reviews
- Managing food service teams
- Learning analytics
- Risk management
- Video training
- Managing catering events
- Microsoft Outlook
- Organizational budget management
- Sports
- Leadership
- Post-training surveys
- Strategic planning
- Presentation software
- Delegation
- Cross-training
- Performance management
- Data-driven decision making
- Strategic management
- Customer complaint resolution
- Customer retention
- Full-cycle recruiting
- Food service staff productivity monitoring
- Recruiting
- Continuous feedback system
- Team development
- Customer relationship building
- Organizational climate assessments
- Performance improvement plan management
- Digital marketing
- Budgeting
- Bar management
- E-learning
- On-the-job training
- Soft skills training
- Technical skills instruction
- Training evaluation forms
Certification
- Food Handler Certification
- ServSafe Food Handler Certification
- Food Safety Manager Certification
Timeline
Service Manager
Buffalo Wild Wings
08.2025 - Current
Hospitality Manager
Topgolf
07.2024 - 06.2025
Tee Up Crew
Topgolf
04.2022 - 07.2024
Team Lead
Topgolf
11.2020 - 04.2022
Hotel Reservations Agent
Diamond Resorts
09.2020 - 04.2021
Ramp Agent
Menzies Aviation
09.2019 - 01.2020
Guest Services
Topgolf
05.2018 - 06.2019
Marketing
Topgolf
05.2018 - 06.2019
High school diploma -
First Colonial High School