Nathaniel Catlett
Knoxville,MD
Summary
Manager with extensive experience in hospitality and transportation, specializing in operational optimization and customer satisfaction enhancement. Demonstrated expertise in team leadership, strategic planning, and cost management. Strong ability to cultivate relationships with vendors and clients, resulting in favorable terms and business growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Beverage & Facilities
Zion Springs
Hamilton, VA
02.2025 - Current
- Managed all beverage operations and bar team to ensure efficient service delivery.
- Developed and monitored operational goals, optimizing inventory to control costs.
- Provided strategic insights to enhance restaurant finances and overall quality.
- Oversaw maintenance areas, managing subcontractors to uphold property standards.
- Maintained budget guidelines while identifying savings opportunities for capital projects.
- Tailored bar packages and wine lists to align with customer preferences and business needs.
- Established PAR levels for effective inventory control.
- Implemented an inventory tracking system for event costs and overall expenditures.
- Developed strategic plans to enhance operational efficiency and service quality.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Implemented systems for tracking progress on key initiatives or projects.
- Monitored industry trends to identify opportunities for expansion and innovation.
- Enhanced customer satisfaction through the development of service improvement initiatives.
Sales Associate
Ted Britt Chevrolet
Sterling, VA
11.2024 - 02.2025
- Successfully build value in all products in dealer inventory.
- Build and maintain long lasting client relationships.
- Meet or exceed all monthly sales goals.
- Provide exemplary customer service to enhance the buying experience.
- Successfully close deals from start to finish.
- Averaged 8 sales per month as a new sales associate.
- Developed and maintained client relationships.
Senior F&B Outlet Manager
Penn Entertainment: Hollywood Casino at Charles Town
Charles Town, WV
06.2024 - 11.2024
- Achieved key performance metrics and profit objectives through operational goal development and monitoring.
- Successfully managed labor costs, reducing front-of-house staff by 21 full-time equivalents.
- Led development and implementation of staff training programs to enhance team performance.
- Established quality assurance procedures to comply with health regulations and customer service standards.
- Maintained strict adherence to gaming laws, health regulations, and corporate policies.
- Enhanced employee engagement by introducing a rewards program, improving satisfaction by 30%.
- Administered all front-of-house and beverage operations to ensure efficiency.
- Developed quality control measures that improved health department and internal audit scores.
- Analyzed customer feedback to enhance service offerings and dining experiences.
Assistant F&B Outlet Manager
Penn Entertainment: Hollywood Casino at Charles Town
Charles Town, WV
09.2022 - 06.2024
- Delivered comprehensive administrative support to 30 team members and four managers, optimizing workflow efficiency.
- Resolved customer complaints to elevate guest satisfaction.
- Fostered positive culture to enhance employee engagement and morale.
- Organized training sessions to improve professional development and multi-skilled competencies.
- Cultivated strong relationships with customers and VIP clients through effective communication.
- Utilized Microsoft Office Suite for efficient data management and reporting.
- Achieved 100% compliance with project deadlines within strict time and budget constraints.
- Streamlined front of house operations to ensure superior guest service.
- Created positive culture to drive employee engagement and satisfaction.
- Resolved guest questions, concerns and problems and referred complex issues to management team.
Assistant Beverage Manager
Penn Entertainment: Hollywood Casino at Charles Town
Charles Town, WV
12.2021 - 09.2022
- Supported assistant food and beverage director and 65 employees with exceptional service.
- Assisted in managing beverage inventory and ordering supplies for daily operations.
- Coordinated with vendors for timely delivery of products and equipment.
- Oversaw bar setup, ensuring cleanliness and organization for events and shifts.
- Developed and utilized monthly outlet inspection forms to ensure operational excellence.
- Executed cleanliness and maintenance tasks to uphold organizational standards.
- Supervised cocktail service shifts, focusing on pre-shift preparation for bartenders.
- Enhanced guest satisfaction and profitability by creating training procedures for staff.
- Delivered outstanding customer service, increasing overall customer satisfaction levels.
- Ensured accurate order fulfillment with timely delivery to designated outlets.
- Optimized staffing levels based on business demand for efficient operations.
Truck Driver
Huffer Trucking & Bulk Services
Middletown, MD
07.2018 - 12.2021
- Updated records, logbooks, and bills of lading for each shipment efficiently.
- Conducted pre-trip inspections to ensure vehicle safety and compliance.
- Managed delivery schedules to meet customer requirements efficiently.
- Ensured punctual delivery of merchandise by adhering to designated routes and schedules.
- Increased client loyalty and secured positive referrals through exceptional customer service.
- Mitigated vehicle damage and accidents by strictly following road safety regulations.
- Achieved recognition for expanding client base and increasing referrals for the company.
- Reduced operational costs through strategic optimization of truck routing.
Assistant F&B Outlet Manager
PNGI at Charles Town Races
Charles Town, WV
05.2017 - 07.2018
- Delivered administrative support to 60 team members and five managers across two outlets.
- Developed staff schedules to optimize coverage during peak hours.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Created positive culture to drive employee engagement and satisfaction.
- Recruited, hired and trained new employees in accordance with company policies and procedures.
- Set expectations for customer service standards and monitored compliance with policies and procedures.
- Provided feedback to employees on their job performance in order to enhance their skills and knowledge.
- Fostered relationships with VIPs and customers to enhance loyalty.
- Planned special events, creating memorable experiences for clients.
- Managed daily operations of two high-volume outlets, optimizing staff productivity and service efficiency.
- Increased guest satisfaction scores from 30% to over 70% within three months.
- Reduced excess liquor inventory while maximizing sales through quarterly drink menu development.
Beverage Supervisor
PNGI at Charles Town Races
Charles Town, WV
08.2015 - 05.2017
- Supervised 25 bartenders and barbacks across eight venues to enhance service quality.
- Supervised beverage service across multiple locations during events and races.
- Led multiple service well and bar remodel projects to improve operational efficiency.
- Developed a comprehensive training manual for bartenders, ensuring consistent service standards.
- Delivered administrative support to three supervisors and 120 team members, optimizing workflow across eight outlets.
- Championed implementation of a storage system that reduced waste and minimized excess ordering.
- Trained staff on beverage preparation and customer service standards.
- Implemented efficient workflow processes to enhance service speed.
- Resolved customer inquiries and complaints regarding beverage offerings.
- Coached staff on strategies to enhance performance and improve customer relations.
Managing Director/CEO
Catlett Bus Service, LLC
Knoxville, MD
02.2009 - 07.2015
- Resolved conflicts by implementing effective action plans.
- Developed and implemented safety protocols to maintain compliance with regulations.
- Oversaw day-to-day operations of the company while coordinating with staff members.
- Negotiated contracts with vendors and suppliers to maximize cost savings for the organization.
- Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to business operations.
- Administered budgets through accurate forecasting of expenditures and income.
- Oversaw administrative functions, including travel coordination and bus scheduling.
- Liaised with vendors for maintenance requests and negotiated transportation agreements.
- Managed bus upkeep, inspections, human resources tasks, payroll processing, and compliance.
- Facilitated customer service across markets, addressing diverse requirements promptly.
- Served as president of Washington County School Bus Contractors Association during 2014-2015.
- Closed deals with customers and vendors by discussing product features and securing favorable terms.
- Used expertise to cultivate relationships with existing clients, develop new client relationships and win business.
Education
Bachelor of Science - Business Administration
Purdue Global University
West Lafayette, Indiana10.2023
Skills
- Budget management and cost control
- Beverage operations
- Inventory management
- Operational management
- Financial analysis and strategic planning
- Revenue generation
- Business acumen and operational excellence
- Analytical thinking
- Customer service and retention strategies
- Multitasking and process improvement
- Performance analysis
- Business administration
- Team leadership
Certification
- National Incident Management Systems
- SERV Safe
- TIPS
- TIPS Trainer Certification
- Commercial Driver's License: Class A with PNS Endorsements
Timeline
Director of Beverage & Facilities
Zion Springs
02.2025 - Current
Sales Associate
Ted Britt Chevrolet
11.2024 - 02.2025
Senior F&B Outlet Manager
Penn Entertainment: Hollywood Casino at Charles Town
06.2024 - 11.2024
Assistant F&B Outlet Manager
Penn Entertainment: Hollywood Casino at Charles Town
09.2022 - 06.2024
Assistant Beverage Manager
Penn Entertainment: Hollywood Casino at Charles Town
12.2021 - 09.2022
Truck Driver
Huffer Trucking & Bulk Services
07.2018 - 12.2021
Assistant F&B Outlet Manager
PNGI at Charles Town Races
05.2017 - 07.2018
Beverage Supervisor
PNGI at Charles Town Races
08.2015 - 05.2017
Managing Director/CEO
Catlett Bus Service, LLC
02.2009 - 07.2015
Bachelor of Science - Business Administration
Purdue Global University