Michele Marie Kirksey
Houston,TX
Summary
As a Strategic-thinking Member Concierge Leader, I bring over ten years of experience in delivering exceptional customer service and retention, nurturing and empowering teams to boost profitability. Additionally, I possess over 25 years of experience in educating and empowering parents of children with special needs. My highly adaptable, strategic, and analytical approach, coupled with a natural ability to understand others' needs swiftly, allows me to create outstanding service experiences. Skilled in anticipating and surpassing others' expectations, my strengths include: Team Member Engagement, Team Empowerment, Elevated Member Experiences, Excellent Communication Skills, Extreme Financial Competence, Exceptional Member Retention, and Strategic Connectivity Planning.
Overview
14
14
years of professional experience
Work History
Member Concierge Leader (Manager)
Life Time Fitness
Houston, TX
01.2022 - Current
- Confidently handle complex member/guest requirements
- Leading by example through active participation in the full member experience
- Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems
- Advise managers and team members on organizational policy matters, such as equal employment opportunity and sexual harassment, and recommend needed changes
- Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements
- Lead, mentor, support, develop and coach the Concierge Team
- Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures
- Meet/exceed acquisition and retention goals and maximize opportunities to contribute to the club’s contribution margin
- Meet/exceed department financial expectations through efficient payroll and schedule management
- Lead a positive culture team, guided by member/guest feedback regarding experiences and identifying opportunities to further team successes
- Stand-in Café lead
- Stand-in Kids Academy Lead
- Point of contact for AD operating as LG
- Driving team morale and encouraging positive business engagement while operating as the stand-in LG.
Member Services Assistant Manager/ Member Concierge III
Life Time Fitness
Houston, TX
01.2019 - 01.2022
- Confer with members to provide information about products or services, work with their accounts as requested
- Confer with members to obtain details of complaints and resolve concerns as possible
- Coordinate and streamline parking services to ensure compliance and accurate accounting of member use
- Realign member service, tennis desk, and concierge teams to ensure consistency in service delivery
- Perform facility tours to aid in the acquisition and retention of members and drive connectivity
- Complete daily manager-on-duty tasks to ensure member experience satisfaction and safety as well as facility compliance.
Center Director / General Manager
The Learning Experience
Thornton, CO
01.2018 - 01.2019
- Grand Open a new facility to include: hiring, training, and development of new staff, developing and implementing new SOP's and systematic product and experience delivery
- Promote new programming as well as exceed enrollment, sales, and budgetary goals
- Coordinate warranty and facility repairs with company facility technicians and construction vendors
- Evaluate curricula, teaching methods, and programs to determine their effectiveness, efficiency, and use and ensure that school activities comply with federal, state, and local regulations
- Collaborate with teachers to develop and maintain curriculum standards, develop mission statements, and set performance goals and objectives.
Director of Infant Care/ Enrollment Specialist
Children's Learning Adventure
Thornton, CO
01.2017 - 01.2018
- Collaborate with teachers to develop and maintain curriculum standards, develop mission statements, and set performance goals and objectives
- Provide a variety of materials and resources for children to explore, manipulate, and use, both in learning activities and in imaginative play
- Coordinate programs to aid in the acquisition of new families/children, provide an enhanced culture to increase retention, and improve family engagement through interactive classroom programming.
Lead Member Service Supervisor
Life Time
Westminster, CO
01.2015 - 01.2018
- Ensure all staffing and shift needs were met based on facility and usage demands
- Review timesheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies
- Enhanced focus on member retention through connectivity and programming
- Cross-departmental liaison, responsible for member account compliance and documentation
- Acted as assistant MSM in order to support departmental needs while assistant manager performed managerial responsibilities
- Complete daily manager-on-duty tasks to ensure member experience satisfaction and safety as well as facility compliance.
Infant Care Supervisor
Kinder Care
Thornton, CO
01.2012 - 01.2015
- Proactive family engagement ensuring the health and well-being of children and families
- Ensure state licensing and health dept compliance
- Teach basic skills, such as color, shape, number and letter recognition, personal hygiene, and social skills
- Establish and enforce rules for behavior and procedures for maintaining order.
Infant Care Specialist
The Goddard School
Thornton, CO
01.2010 - 01.2012
- Teach basic skills, such as color, shape, number and letter recognition, personal hygiene, and social skills
- Adapt teaching methods and instructional materials to meet students' varying needs and interests
- Provide a variety of materials and resources for children to explore, manipulate, and use, both in learning activities and in imaginative play
- Serve meals and snacks in accordance with nutritional guidelines.
Education
Bachelors of Arts & Science, Early Childhood Education, and Special Education -
Grand Canyon University
Director of Early Childhood Care Certification -
Front Range Community College
Skills
- Small Group Instruction
- Group Instruction
- Education and Training
- Curriculum Implementation
- Student Engagement
- Behavior Management
- Flexible and adaptive
- Classroom Instruction
- Growth Mindset
- Collaborative learning
Affiliations
- St. John Paul II Parrish, Founding Parishioner, attend weekly services and foundation meetings, 2018-2019
- Holy Family High School, Athletic events concessions lead coordinator, 2011-2019
- Holy Family High School, Tiger Gala assistant event and volunteer coordinator, 2011-2019
- SAVIO MTFC Foster Program, Foster Parent, 2009-2019
- Local and State Advocate for Children with Physical and Mental Disabilities, 2000-Present
- Villa Maria Catholic Charities Quality Counsel, 2000-2007
Accomplishments
- Collaborated with AD to bring Thornton, CO area Kindercare Centers to NAEYC readiness.
References
References available upon request.
Timeline
Member Concierge Leader (Manager)
Life Time Fitness
01.2022 - Current
Member Services Assistant Manager/ Member Concierge III
Life Time Fitness
01.2019 - 01.2022
Center Director / General Manager
The Learning Experience
01.2018 - 01.2019
Director of Infant Care/ Enrollment Specialist
Children's Learning Adventure
01.2017 - 01.2018
Lead Member Service Supervisor
Life Time
01.2015 - 01.2018
Infant Care Supervisor
Kinder Care
01.2012 - 01.2015
Infant Care Specialist
The Goddard School
01.2010 - 01.2012
Bachelors of Arts & Science, Early Childhood Education, and Special Education -
Grand Canyon University
Director of Early Childhood Care Certification -
Front Range Community College