Nancy Bertz
Sturgeon Bay,WI
Summary
Accomplished General Manager with a proven track record at Stone Harbor Resort And Conference Center, enhancing operations and customer satisfaction. Expert in staff development and operations management, I've driven revenue growth and built high-performing teams. Leveraging decision-making and team leadership skills, I've consistently delivered results in challenging markets. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
General Manager of Operations
Stone Harbor Resort And Conference Center
10.2012 - 05.2024
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Delivered consistent results in challenging market conditions through sound decision-making based on comprehensive data analysis.
Food and Beverage Manager
Stone Harbor Resort And Conference Center
10.2005 - 09.2012
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
General Manager
Bee Frank Upscale Women's Stores
03.1997 - 09.2005
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Education
Associate of Arts - Fashion Merchandising
Fox Valley Technical College
Appleton, WI05.1990
Skills
- Operations Management
- Staff Development
- Employee Motivation
- Staff Management
- Decision-Making
- Team Leadership
- Customer Service
- Goal Setting
Affiliations
- Food Safety Certified
Certification
- MPI License - Meeting Planners International
- ABC License - American Bridal Consultants
Timeline
General Manager of Operations
Stone Harbor Resort And Conference Center
10.2012 - 05.2024
Food and Beverage Manager
Stone Harbor Resort And Conference Center
10.2005 - 09.2012
General Manager
Bee Frank Upscale Women's Stores
03.1997 - 09.2005
Associate of Arts - Fashion Merchandising
Fox Valley Technical College
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