KARI A. NEUBAUER
Chandler,AZ
Summary
Highly communicative professional with more than 20 years of expertise in leadership roles for high-end health club destinations where client satisfaction is of utmost importance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Concierge Manager
Life Time - The Healthy Way Of Life Company
08.2022 - Current
- Train, Develop and Coach team of 9 Concierge Team Members in club procedures, programs, customer service and continuous growth/skill development.
- Assisted concierge team in acquiring, connecting and retaining membership base of 6,500, though building relationships and connecting to their areas of interest.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Organized social events for guests, ensuring memorable experiences that fostered member loyalty and retention.
- Scheduled and confirmed tours for new potential members.
- Resolved member complaints with empathy and professionalism to maintain positive brand reputation while identifying areas of improvement to drive continuous service enhancements.
General Manager
Life Time – The Healthy Way of Life Company
08.2016 - 08.2022
- Manage annual club membership dues line of $8.3M
- Achieve overall Top Line in Center Revenue line of $3.6M annually
- Contribute to overall club contribution margin of 40% ($4.8M)
- Cast, develop and lead 10 Department Managers and 300 Team Members
- Facilitate daily walk throughs to ensure facility is clean, organized and like new
- Improve Member Satisfaction to 65% Net Promoter Score
Regional Manager– Member Services
Life Time – The Healthy Way of Life Company
01.2016 - 08.2016
- Coach and Develop 18 Member Services Managers across 9 states
- Support Leaders in regions to achieve Member attrition budgets
- Facilitate Weekly Member connectivity Calls
- Improve national Member Services Systems
- Conduct monthly Kick Off Call Meetings
Area Lead – Member Services
Life Time – The Healthy Way of Life Company
10.2014 - 01.2016
- Conduct monthly Connectivity and MSM audits.
- Hold Weekly 1:1’s with Member Services Managers
- Manage Member Attrition budgets for Arizona clubs
- Hire, train and develop new Member Services Managers and Assistant Member Services Managers
- Maintain High Member NPS
- Payroll Management
Sales Manager
Life Time – The Healthy Way of Life Company
01.2014 - 10.2014
- Acquire and connect 300 new memberships monthly
- Cast, develop and coach 8 Account Managers
- Maintain Data Integrity and lead management
Web Specialist
Life Time – The Healthy Way of Life Company
11.2010 - 01.2014
- Maintain 40% appointment set conversion to current web leads
- Overall team conversion of 28%
- Daily reporting for team focus areas and improving overall team performance
- Maintain a 1000+ outgoing phone call average per month
Facility Operations Dept Head
Life Time – The Healthy Way of Life Company
09.2006 - 11.2010
- Hire, trained, develop and maintain a cleaning/hospitality staff of roughly 36 including a Building Engineer and Facility Tech
- Preserve like new conditions of a 120,000 sq ft facility
- Perform daily walk thus
- Maintain customer satisfaction
- Responsible for managing club budgets, weekly inventory
- Yearly Operations Payroll of $284K, Supplies of $339k, R&M of $150k and Utilities of $600k
Assistant Operations Department Head
Life Time – The Healthy Way of Life Company
11.2005 - 09.2006
- Responsible for interviewing, hiring, training and scheduling of personnel for Day, Evening and Night staff
- Assist with Budgeting of R&M, Supplies, T&E
- Handle all vendor relationships necessary for club maintenance
- Perform all Manager on Duty tasks
Front Desk Department Head
Life Time – The Healthy Way of Life Company
08.2003 - 12.2005
- Interviewing, hiring, training and scheduling of Front Desk Staff
- Uphold positive Member experience
- Maintain closeout reconciliation
Administrative Assistant
04.2002 - 08.2003
- Responsible for coordinating logistics for area leadership conference.
- Complete and review all data entry information in MMS with daily reconciliation.
- Maintain Customer Service status with data entering on all current accounts.
- Receive, review and process all purchase orders for club.
Education
Bachelor of Science - Economics
Oakland University
Rochester, MIHigh School Graduate -
Troy High School
Troy, MI05.2000
Skills
- Windows 95/98/ME/2000/NT and all MS Office Applications
- Type 66 wpm
- MMS System
- Office streamlining
- Reservation coordination
- Personal Assistance
- Calendar and Scheduling Software
- Reservation Management
- Event Planning
- Exceptional communication
- Office Support
- Guest experiences
Certification
- General Manager Certification, Dec 2016
- Connectivate Certification, Oct 2015
- Member Services Manager Certification, Nov 2014
- Member Engagement Manager Certification, Nov 2013
- Sales Membership Advisor Certification, 2012
- Certified Pool Operator (CPO) Certified, National Recreation and Park Association
- First Aid Instructor
- Basic Life Support (BLS) Certified Instructor
- Training Center Facility (TCF) CPR Instructor Trainer, American Heart Association
Additional Positions
- Administrative Assistant Training Specialist, Jan 2004-Nov 2005
- Front Desk Supervisor, Nov. 1999 - April 2002
- Front Desk Receptionist, Dec. 1998 – Oct. 1999
References
available upon request
Hobbies: Horseback riding instructor
Barrel Racing
Western
Timeline
Concierge Manager
Life Time - The Healthy Way Of Life Company
08.2022 - Current
General Manager
Life Time – The Healthy Way of Life Company
08.2016 - 08.2022
Regional Manager– Member Services
Life Time – The Healthy Way of Life Company
01.2016 - 08.2016
Area Lead – Member Services
Life Time – The Healthy Way of Life Company
10.2014 - 01.2016
Sales Manager
Life Time – The Healthy Way of Life Company
01.2014 - 10.2014
Web Specialist
Life Time – The Healthy Way of Life Company
11.2010 - 01.2014
Facility Operations Dept Head
Life Time – The Healthy Way of Life Company
09.2006 - 11.2010
Assistant Operations Department Head
Life Time – The Healthy Way of Life Company
11.2005 - 09.2006
Front Desk Department Head
Life Time – The Healthy Way of Life Company
08.2003 - 12.2005
Administrative Assistant
04.2002 - 08.2003
Bachelor of Science - Economics
Oakland University
High School Graduate -
Troy High School
- General Manager Certification, Dec 2016
- Connectivate Certification, Oct 2015
- Member Services Manager Certification, Nov 2014
- Member Engagement Manager Certification, Nov 2013
- Sales Membership Advisor Certification, 2012
- Certified Pool Operator (CPO) Certified, National Recreation and Park Association
- First Aid Instructor
- Basic Life Support (BLS) Certified Instructor
- Training Center Facility (TCF) CPR Instructor Trainer, American Heart Association
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