Nikki Golden

• Established departmental performance goals and provided feedback for destination teams and managers
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
• Designed, managed and implemented initiatives to focus on member satisfaction and performance monitoring.
• Used financial and productivity reporting to drive business opportunities and create cost efficiencies by reevaluating staffing requirements and vendor agreements
• Successfully partnered with colleagues and various department leaders to better understand business process and initiate improvements, helping company achieve goals.
• Reviewed financial and operational reports on regular basis to make effective decisions.
• Recruited and hired top talent by selecting qualified individuals to maximize profitability.
• Negotiated contracts, pricing structures and vendor relationships

• Implemented and developed operational standards, policies and procedures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Monitored financial performance, set budgets and controlled expenses to assist in meeting financial goals
• Managed budget implementations, employee evaluations, and contract details.
• Formulated policies and procedures to streamline operations.
• Trained and guided team members to maintain high productivity and performance metrics.

• Met operational objectives by establishing qualified staff and promoting adherence to Inspirato standard and procedures.
• Increased West Coast Portfolio NPS in 2019 from 72.8 to 77 in 2020
• Launched 12 new residences in 2019 & 2020
• Successfully negotiated 3rd party contracts to meet budget and operational needs
• Assisted with the on boarding and continued management of successful Inspirato Partners such as Pebble Beach and Pelican Hill
• Oversaw implementation of Inspirato business initiatives and standard operating procedures
• Effective team leader who is able to manage relationships in the field and positively partner with all Inspirato departments
• Successfully manage the performance of 3rd party contractors including; housekeeping, property managers and activity vendors

• Interviewed, train, manage and coached successful destination teams for planning, concierge, housekeeping and maintenance services
• Manage and audit exceptional delivery of Inspirato Service for members
• ·Developed local destination programming and partnerships for members and their guests
• Developed a strong and effective relationship with Asset Management to best support the member experience and the destination teams
• Led team meetings and training sessions for the destination staff and vendors

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• ·Assisted with any Destination Planning or Concierge work is needed to ensure memorable member experiences
• Managed the scheduling of all team members, including changes in staffing, residences, days off and new reservations
• Support destination emergency efforts for a 24/7 operation to ensure service recovery & communications
• Led team meetings and training sessions for the destination staff and vendors
• Consistently conducted on-site inspections of residences, completed trip planning audits, physical inventories, asset functionality audits and written material audits

• Launched Lake Tahoe as a new destination for Inspirato
• Identified, hired and trained all destination support staff such as housekeeping, property management and activity vendors to service our members
• Worked closely with Inspirato Operations Manager to ensure budgets were met and service standards were exceeded
• Responsible for Destination Planning or Concierge work to ensure flawless member experiences

• Independent contractor for Exclusive Resorts
• My company was responsible for hiring, training and managing the Destination Concierge/Planner team, the housekeeping department and the property management team
• Destination started with 4 residences and eventually grew it to over 15 residences ( some seasonal homes)
• Responsible for ensuring Exclusive Resorts operating procedures, standards and budgets were adhered to and supported
• Successfully partnered with the local community and vendors to build relationships and promote the Exclusive Resorts brand
• Created a 5 star luxury experience for Exclusive Resorts members while in Lake Tahoe

• Defined project plans and timelines, managed workflow and personnel and achieved completion deadlines on or before schedule.
• Completed full-scale project plans, including overseeing engineering activities and design processes.
• Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency .
• Handled continuous project monitoring and management, including developing forecasts, tracking expenses and approving payments.