MARCELA VITAL
Union City,NJ
Summary
Bilingual operations and customer experience leader with 7+ years of progressive management and customer-facing experience, including advancement from Instructor to Shift Leader, Assistant Manager, and Location Manager. Experienced in overseeing daily business operations, employee performance, scheduling, hiring and onboarding, customer relationships, budgeting, purchasing, training, and process improvement.
Overview
2
2
Languages
1
1
Certification
14
14
years of professional experience
Work History
Location Manager
The Gravity Vault Indoor Rock Gym
08.2021 - Current
- Manage day-to-day operations of a busy indoor recreation facility, overseeing employees, customer experience, staffing, memberships, retail, safety procedures, and facility needs.
- Lead hiring, onboarding, training, coaching, and ongoing development of employees across multiple departments and responsibilities.
- Create and maintain staffing schedules to ensure appropriate coverage while balancing labor costs and business needs.
- Resolve complex customer concerns and service issues using diplomacy, problem-solving, and customer-focused solutions.
- Partner with corporate leadership to maintain operational standards, implement company initiatives, and meet business objectives.
- Monitor and manage monthly budgets, labor expenses, purchasing, inventory, and capital needs.
- Identify opportunities to improve operational processes, customer experience, employee performance, and overall efficiency.
- Manage retail operations, including food and beverage, merchandise, inventory, purchasing, and facility equipment.
- Build and maintain relationships with vendors, brand representatives, corporate partners, and community organizations.
- Support marketing initiatives through website updates, social media content, promotional materials, newsletters, and local outreach.
- Use customer feedback and operational data to identify trends, solve recurring problems, and support long-term business improvements.
- Coordinate meetings and communication between management teams to ensure consistent execution of business priorities.
Assistant Manager
The Gravity Vault Indoor Rock Gym
08.2020 - 08.2021
- Supported daily operations while supervising employees and ensuring consistent customer service and operational standards.
- Trained and supervised staff on customer service standards, POS systems (Approach, Mindbody), OSHA safety protocols, and facility operations to ensure consistent service delivery.
- Created employee schedules and adjusted staffing based on business volume and operational needs.
- Managed membership paperwork, contracts, deposits, payment plans, and customer accounts.
- Coordinated employee training programs including CPR certification, belay safety, and OSHA compliance to maintain facility safety standards and reduce incident rates.
- Worked closely with shift leaders to establish goals, improve performance, and maintain operational consistency.
- Assisted with technology, maintenance, retail, front-desk operations, customer communication, and facility needs.
- Anticipated staffing shortages and operational bottlenecks, adjusting scheduling procedures and cross-training employees to maintain service levels during peak seasons.
- Worked flexible evening, weekend, and holiday schedules while maintaining reliable operational coverage.
Shift Leader
The Gravity Vault Indoor Rock Gym
09.2019 - 08.2020
- Trained new employees and delegated daily responsibilities based on operational needs.
- Resolved customer complaints and service issues while maintaining a positive customer experience.
- Created and communicated daily staff schedules and operational plans.
- Ensured employees completed assigned tasks and facility closing procedures.
- Supported management with daily operations, customer service, staff coordination, and event programming.
Instructor
Gravity Vault Indoor Rock Gym
09.2018 - 09.2019
- Taught climbing classes and coached customers in climbing techniques and safety procedures.
- Delivered high-quality customer service and created a welcoming environment for members and guests.
- Coordinated children's birthday parties and group experiences.
- Supported front-desk operations and helped resolve customer concerns.
- Collaborated with other instructors to improve classes and customer experiences.
Housekeeper
Calista’s Cleaning Service
09.2012 - 06.2019
- Provided residential and commercial cleaning services while maintaining consistent quality and customer expectations.
- Scheduled appointments directly with customers and managed daily service routes.
- Maintained professional relationships with residents and clients.
- Followed safety procedures when handling cleaning products and equipment.
Education
High School Diploma -
Union City High School
Union City, NJ06-2012
Skills
- Operations Management
- Hiring & Onboarding
- Scheduling & Workforce Coordination
- Budget & Cost Management
- Inventory Management
- Process Improvement
- Purchasing
- Vendor Relations
- Performance Management
- Customer Success & Retention
- Conflict Resolution
- Training & Coaching
- Mindbody
- Approach
- Google Workspace
- Scheduling Software
Certification
- First Aid / CPR Certified
- Climbing Wall Instructor with Lead Endorsement Training
LANGUAGES
English: Fluent
Spanish: Native / Bilingual
Timeline
Location Manager
The Gravity Vault Indoor Rock Gym
08.2021 - Current
Assistant Manager
The Gravity Vault Indoor Rock Gym
08.2020 - 08.2021
Shift Leader
The Gravity Vault Indoor Rock Gym
09.2019 - 08.2020
Instructor
Gravity Vault Indoor Rock Gym
09.2018 - 09.2019
Housekeeper
Calista’s Cleaning Service
09.2012 - 06.2019
High School Diploma -
Union City High School