Lauren Madison
Veterinary Hospital Manager
Denton,TX
Summary
Talented leader and analytical problem-solver with over 12 years of experience successfully managing front-line Hospitality operations. Consistently drives results by building and leading high-performance teams. Expert level multitasking and adept learning qualities to ensure optimal efficiency.
Overview
7
7
years of professional experience
Work History
Server/Catering Lead
Bistecca - An Italian Steakhouse
10.2024 - Current
- Collaborated with team members during busy shifts for efficient workflow.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Responsible for preparing catering lists for various different types of catering from multi-million-dollar business to residences.
- Implemented more effective catering strategies to ensure quick and efficient delivery of food and beverage by recognizing existing problems and through trial and error.
Veterinary Hospital Manager
Summertree Animal & Bird Clinic
10.2023 - 06.2024
- Experience in leading and fostering a positive team environment in a customer-focused veterinary practice
- Increased client satisfaction with compassionate care, timely follow-ups, and thorough explanations of treatment plans.
- Resolved customer complaints professionally and efficiently while promoting a satisfactory outcome for both parties involved.
- Handled difficult situations calmly; navigating challenging conversations with clients regarding end-of-life decisions or financial constraints.
- Worked in close proximity with Marketing to drive business through in-house and out-of-house events, as well as creating campaigns and daily monitoring of social media
- Developed strong relationships with local animal rescue organizations, increasing partnership opportunities and community involvement.
- Managed financial aspects of the hospital, including budget planning, expense tracking, and ensuring proper billing procedures were followed.
- Weekly P&L review and analysis to control COGS and labor costs.
- Boosted hospital revenue by promoting additional services such as grooming, boarding, and dental cleanings to clients during appointments.
- Developed policies and procedures for effective pharmacy management.
- Streamlined inventory management for cost-effective ordering, maintaining an organized supply room and reducing waste.
- Provided consistent leadership and direction; fostering an environment of teamwork, collaboration, and open communication among staff members.
- Manage all aspects of people development, from training and onboarding to ongoing career growth
- Contributed to employee retention through effective hiring practices, ongoing training programs, and fostering a positive workplace culture.
- Enhanced team communication by conducting regular staff meetings and providing clear expectations for daily tasks.
- Support Doctors by executing appropriate teammate scheduling and maintaining client schedules
- Maintained a high standard of cleanliness throughout the facility; ensuring regular deep cleans to prevent crosscontamination.
- Maintained a safe work environment by enforcing strict adherence to safety protocols and regularly updating essential equipment.
Resort Manager
National Veterinary Associates (Petsuites)
04.2022 - 10.2023
- Experience in the entire start-up process of a business, and with being open less than a year, we are already beating our budget through careful analysis of financials, marketing efforts, labor and expense management.
- Supervise staff of 25 people in front and back area, including reception desk hosts, pet care technicians in back, as well as our grooming and training departments.
- Fostered high staff morale and upheld operational standards, resulting in positive employee relations.
- Provide exceptional customer service and find solutions to any type of customer issue, whether it be any issues with customer invoices, pet injuries, vaccine discrepancies, issues with reservations including feeding, medications, rooms or activities.
- Cultivated a customer-centric atmosphere, ensuring exceptional customer service was consistently delivered. Responded to and managed emergency calls efficiently, resolving critical situations with a focus on maintaining client satisfaction.
- Extensive knowledge of Host and Pro roles like Gingr and duty sheets for Pros.
- Responsible for all hiring and onboarding efforts, such as interview and orientation process and onboarding paperwork, inputting new hires into ADP, then moving them over to Dayforce and assigning their work assignments schedule creation based of labor tool and occupancy report.
- Led and motivated a diverse team, hiring, training, and providing mentorship to develop their skills. Implemented and executed comprehensive staff training programs to enhance performance and
productivity. - Effective practices of conflict resolution to ensure both parties are treated equally, the accountability is the same across the board, and conflicts are handled professionally and fairly.
- Analyze and compare weekly budgets, revenue, labor to see trends, areas of improvement, where we are falling short, where we are spending too much money, then coming up with action plans to either, boost revenue, cut costs in our budget, adjust our labor.
- Optimal schedule creation based off of careful analysis of trends in the business, proper judgement of the work ethic of each staff member for the most efficient teams, while being mindful of weekly availability changes and labor budget to ensure efficient and cost-effective scheduling practices.
- Conduct on and off-site marketing events and post on social media platforms to boost business and attract new customers. Maintained a strong community presence through strategic partnerships with
local businesses and organizations. - Invoice management through an invoice processing system to ensure the business is caught up on invoices that come through on a day-to-day basis. These then go into an expense tracker where we can gauge where we are at with our budget and make sure we are maintaining expense control.
- Maintain positive customer relationships, through careful monitoring of customer reviews through a system called Birdeye, while also utilizing reviews to look for areas of opportunity, things we can improve on, which helps gauge how well the business is doing and what specific areas we need to focus on.
- Extensive knowledge of business analysis software for deposit logs, incident reports, facility issues,
marketing requests, invoice processing systems, worker's compensation, and HR reports. - Assisted with development and distribution of marketing materials for facility.
- Developed and implemented promotional strategies to increase occupancy.
Bar Service Manager
Blended Sports
05.2018 - 04.2022
- Recruited, interviewed, and hired new team members while providing comprehensive training and onboarding to ensure seamless integration into the organization reducing turnover by 85%. Led and motivated a team of hospitality associates to achieve service goals and consistently deliver top-notch service.
- Develop highly effective training techniques, with Blended Sports staff currently holding status of quickest and most efficient staff in Highland Village area, which have resulted in 50% increase in new clientele, and 25% increase in sales.
- Monitor responsible sale of alcohol by analyzing sudden changes in patrons moods, differences in demeanor, obtain assumptions to what type of personality particular people have before alcohol consumption, and observe changes related to intoxication, and proper measures to take from there.
- Effectively handle and dissolve employee and customer disputes and issues for least amount of resistance.
- Conducted weekly meetings to strategize, address challenges, and promote a positive work
environment. - Acted as a liaison between clients and internal teams, ensuring successful service delivery and prompt response times.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Education
BBA - Organizational Behavior
The University of Texas At Dallas
Richardson, TX 12.2013 - 2016.05
Associate of Arts -
Brookhaven College
Dallas, TX 01.2010 - 2012.05
Skills
- Customer service management
Multitasking
Employee supervision
Quality assurance
Dispute resolution
Training/onboarding employees
Culture development
Administrative
Timeline
Server/Catering Lead
Bistecca - An Italian Steakhouse
10.2024 - Current
Veterinary Hospital Manager
Summertree Animal & Bird Clinic
10.2023 - 06.2024
Resort Manager
National Veterinary Associates (Petsuites)
04.2022 - 10.2023
Bar Service Manager
Blended Sports
05.2018 - 04.2022
BBA - Organizational Behavior
The University of Texas At Dallas
12.2013 - 2016.05
Associate of Arts -
Brookhaven College
01.2010 - 2012.05
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