Nathan Hayward
Planet Fitness
Portsmouth,NH
2
Languages
7
years of professional experience
Results-driven leader skilled in facility management and customer service. Enhanced membership growth and team motivation through effective staff training and relationship building. Improved operational efficiency and member satisfaction with strong organizational and time management abilities.
Work History
Club Manager
5 Years- Enhanced club membership by implementing exceptional customer service.
- Evaluated employee performance, providing constructive feedback and coaching to drive continuous improvement.
- Tracked Key Performance Indicators. Executed a game plan for improvement.
- Created staff schedules for a team of between 10 and 20 people; ensured all shifts are covered. Provided back up support as needed.
- Completed bank deposits following established procedures.
- Administered and processed employee timecards in ADP.
- Tracked key performance indicators and executed improvement initiatives to enhance overall club performance.
- Conducted bank deposits.
- Oversaw the ordering of club supplies and retail product.
- Ensured team is aware of marketing efforts and trained on all marketing promotions.
- Resolved employee concerns; partnered with HR as needed.
- Resolved employee concerns; partnering with HR as needed.
- Fostered a supportive work environment that promoted teamwork, open communication, and shared responsibility among staff.
- Resolved concerns and conflicts between members or staff in a timely manner using diplomacy skills.
Assistant Club Manager
1 Year 8 Months- Optimized club resource allocation by tracking usage patterns and recommending actionable improvements.
- Managed financial transactions, ensuring accurate payment processing, refunds, and record maintenance.
- Built strong relationships with members through active listening, empathy, and personalized attention.
- Resolved escalated member concerns and partnered with Club Manager as needed.
- Collaborated with Club Manager to resolve escalated member concerns.
- Supported the Club Manager with hiring and onboarding new team members.
- Procured club supplies and retail products from various vendors to ensure availability.
- Tracked KPIs to identify strengths and opportunities, collaborating with Club Manager to develop targeted strategies.
- Continuously updated industry knowledge through professional development courses on PFU.
Member Service Representative
8 Months- Helped hundreds of customers every day with a positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Performed membership related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances and transferring memberships.
- Performed regular, consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities.
Education
- Spanish Language And Literature, Italian Studies
Skills
Membership growth
Customer service leadership
Facility management
Budget management
Customer service management
Financial reporting
Team motivation
Attention to detail
Time management
Relationship building
Accomplishments
- Grew club EFT over 14% in a 5 year period.
- Maintained NPS scores above company average.
- Collaborated with team of Club Managers and Regional Managers as a part of the PF Advisory Board.
Languages
Spanish
Professional Working
Italian
Limited Working
Timeline
Club Manager
Planet Fitness
10.2021 - CurrentRead More
Assistant Club Manager
Planet Fitness
02.2020 - 10.2021Read More
Member Service Representative
Planet Fitness
06.2019 - 02.2020Read More
University of New Hampshire
from Spanish Language And Literature, Italian Studies
Read More