Courtney Kappheim
Lake Orion,MI
Summary
General Manager with extensive expertise in operations management and community engagement, leveraging over a decade of experience in fitness and hospitality industries. Proficient in social media marketing, team management, and customer service, consistently driving business growth and brand awareness. Passionate about fostering strong relationships and delivering exceptional member experiences, aiming to advance in roles that further enhance community ties and operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Manager
HOTWORX
10.2023 - Current
- Oversee the daily operations of the fitness studio, including managing staff, scheduling classes, and ensuring the studio is clean and well-maintained
- Develop and implement marketing strategies to promote the studio, attract new clients, and retain existing ones
- Recruit, train, and schedule staff, as well as provide ongoing coaching and support to ensure high levels of performance and customer service
- Ensure compliance with company policies, procedures, and industry regulations
- Implement quality control measures to maintain high standards of service and cleanliness
- Maintain active CPR, AED, and First Aid certification at all times
- Ensure an exceptional customer experience for all members by maintaining a clean, safe, and welcoming environment
- Address member inquiries, feedback, and concerns promptly and effectively
- Manage the studio's financial performance, including budgeting, forecasting, and monitoring revenue and expenses
- Utilize social media and all other marketing and advertising media to engage members and the community to help grow the member base and brand awareness daily
- Develop and maintain relationships with local businesses, community organizations, and influencers to promote brand awareness and build partnerships
Bartender
Johnny Black's Public House
12.2018 - Current
- Welcome customers, read and listen to people to determine beverage preferences, make recommendations, and take drink orders
- Plan drink menus and inform customers about new beverages and specials
- Selecting and mixing of ingredients, garnishing glasses, and serving beverages to customers
- Check identification to ensure customers are the legal age to purchase alcohol
- Take inventory to ensure bar and tables are well-stocked
- Adhere to all food safety and quality regulations
- Handling of cash, credit, and debit card transactions, ensuring charges are accurate and returning correct change to patrons, balancing the cash register
- Maintain a clean work and dining area by removing trash, cleaning tables, and washing glasses, utensils, and equipment
- Develop new cocktail recipes
Manager
Orion Boat House
01.2023 - 10.2023
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Improved operational efficiency by implementing more effective table management system.
Manager/Personal Trainer
Anytime Fitness
06.2021 - 07.2023
- Manage and develop the membership sales pipeline
- Schedule appointments with potential new members
- Meet with prospects to discuss their fitness goals and deliver a sales presentation
- Establish and maintain a positive presence in the local community
- Help maintain a clean and inviting environment for members
- Develop and nurture relationships with prospective members through outreach calls, appointment setting, and club tours
- Manage facility operations to maintain standards, manage staff, and provide excellent customer service
- Be an ambassador of the Anytime Fitness brand
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Educated clients on proper exercise techniques, reducing risk of injury during workouts.
- Improved client fitness levels by developing personalized workout plans and monitoring progress.
- Trained clients during strength training, cardio vascular exercise, and stretching.
- Conducted comprehensive fitness assessments, setting realistic goals for each client''s unique needs and abilities.
Waitress/Bartender
5th Avenue
09.2016 - 10.2019
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Served high customer volumes during special events, nights, and weekends.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
Receptionist
LaVida Massage
10.2016 - 05.2017
- Maintained cleanliness of reception area, contributing to an inviting atmosphere for guests.
- Kept calendar with scheduled appointments and scheduled massage therapists for appropriate treatments and time slots.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Handled sensitive client information discreetly while adhering to privacy regulations and company policies.
- Handled payments and processed credit card transactions.
- Communicated with spa team members if clients canceled or changed appointment times.
- Facilitated seamless check-in and check-out processes, optimizing the overall guest experience.
- Enhanced client satisfaction by providing exceptional customer service and promptly addressing inquiries.
- Boosted client retention rates by maintaining a welcoming environment and building strong relationships with guests.
- Enforced spa policies, following company procedures at all times.
Cheerleading Coach
Scripps Middle School
09.2014 - 02.2017
- Provided training direction, encouragement and motivation to prepare cheerleaders for competitive events.
- Fostered a positive and supportive environment, promoting teamwork and sportsmanship among cheerleaders.
- Taught cheerleaders safety and proper stunting and tumbling techniques through proper demonstrations.
- Consistently enforced safety protocols during practices, reducing injury rates among participants significantly.
- Adjusted coaching techniques based on strengths and weaknesses of athletes.
- Managed scheduling for practices, performances, and competitions, ensuring timely communication with parents and team members.
- Prepared cheerleaders for games and competitions with rigorous practice schedule.
- Choreographed creative routines that captivated audiences at sporting events and competitions alike.
- Implemented structured conditioning programs specifically designed to improve physical fitness levels of participating cheerleaders.
Infant Teacher
Pee Wee Patch
10.2015 - 09.2016
- Maintained a safe, nurturing environment for infants by adhering to health and safety regulations.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Managed personal hygiene requirements with frequent diaper changes, use of bibs, and monitoring of behaviors.
- Kept classroom and feeding areas clean, neat, and safe.
- Developed strong relationships with parents to foster trust and open communication regarding their child''s wellbeing.
- Promoted development of social, emotional, and cognitive skills in infants.
- Provided thorough documentation of each child''s day-to-day activities, achievements, concerns, or incidents for both internal records and parental review.
- Implemented positive reinforcement techniques to promote desirable behavior among infants.
- Managed daily routines efficiently while maintaining flexibility to accommodate any unforeseen changes or challenges throughout the day.
- Conducted regular observations and evaluations of infant growth, adjusting lesson plans as needed based on developmental progress.
Coach
FlipSpot Gymnastics and Cheer
01.2013 - 09.2014
- Promoted sportsmanship values among athletes, fostering a positive competitive atmosphere within the team environment.
- Enhanced team performance by developing and implementing effective coaching strategies.
- Managed practice schedules, ensuring efficient use of time and resources for optimal results.
- Facilitated open communication between players, parents, staff members, ensuring that all concerns were addressed promptly and effectively.
- Improved team cohesion by organizing regular bonding activities and fostering a supportive environment.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Education
Bachelor of Science - Criminal Justice
Ferris State University
Associates - Criminal Justice
Oakland Community College
High School Diploma -
Lake Orion High School
Lake Orion, MI01.2012
Skills
- Leadership and team building
- Efficient multi-tasker
- Effective leader
- Training and coaching
Internship
Lapeer County Animal Control, 05/2023 - 8/2023
References
- Zachary Greenwald, Former Coworker, (810)417-2166
- Jaimee Mitteer, Former Coworker, (248)259-4657
- Lacey Campbell Lopez, Former Coworker, (810)316-6873
Hobbies and Interests
- Bodybuilding/Exercise
- Traveling/camping
- Watching movies
- Volunteering at animal shelter
- Gardening
Volunteer Experience
- Salvation Army Soup Kitchen
- Church Camp Counselor
- Rochester Redskins Cheer Coach
Certification
- TIPS (Training for Intervention ProcedureS) Certification - Health Communications, Inc.
- ServSafe Alcohol - National Restaurant Association.
Timeline
General Manager
HOTWORX
10.2023 - Current
Manager
Orion Boat House
01.2023 - 10.2023
Manager/Personal Trainer
Anytime Fitness
06.2021 - 07.2023
Bartender
Johnny Black's Public House
12.2018 - Current
Receptionist
LaVida Massage
10.2016 - 05.2017
Waitress/Bartender
5th Avenue
09.2016 - 10.2019
Infant Teacher
Pee Wee Patch
10.2015 - 09.2016
Cheerleading Coach
Scripps Middle School
09.2014 - 02.2017
Coach
FlipSpot Gymnastics and Cheer
01.2013 - 09.2014
Bachelor of Science - Criminal Justice
Ferris State University
Associates - Criminal Justice
Oakland Community College
High School Diploma -
Lake Orion High School
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