Sammy Castro

• Delivered exceptional, world-class service to members, ensuring high satisfaction and retention.
• Implemented proactive sales strategies to drive membership growth, including making over 100 calls daily, partnering with the local Chamber of Commerce to participate in neighborhood marketing events, and engaging directly with community members to promote the club.
• Supervised and coached staff on strategies to improve EBITDA, with a focus on increasing total revenue.
• Conducted and analyzed weekly and monthly inventory counts; generated detailed reports on sales trends, inventory levels, and financial data to drive strategic decision-making and meet monthly retail sales targets.
• Successfully increased Electronic Funds Transfer (EFT) accuracy and overall membership revenue.
• Monitored and managed departmental budgets, ensuring responsible allocation and use of company funds.
• Maintained payroll expenses within budgetary limits through efficient scheduling and labor management.
• Created and optimized staff schedules to align with operational needs and reduce excess labor costs.
• Consistently improved Black Card Membership percentages through strategic upselling and engagement.
• Led by example in all areas, including hands-on participation in daily cleaning and maintenance tasks alongside staff.
• Supervised front desk teams to ensure adherence to operational standards and excellent service delivery.
• Maintained high compliance scores by consistently passing Facility, Info Call, and Tour Audits.
• Achieved and surpassed monthly retail sales goals, averaging $4,000 in retail revenue per month.
• Conducted one-on-one coaching sessions with staff to foster professional development and improve productivity.
• Trained, developed, and mentored team members to exceed performance expectations and grow into leadership roles.
• Fostered leadership development among key staff members including Fitness Trainers and Team Leads.
• Delivered a leadership style that balanced positivity, approachability, and accountability, helping to minimize staff turnover.
• Effectively managed customer service interactions, resolving inquiries and complaints promptly and professionally.
• Maintained facility standards by tracking and submitting work orders for timely resolution of maintenance issues.
• Performed light maintenance tasks including painting, light bulb replacements, and minor equipment repairs.
• Delegated tasks efficiently to ensure smooth daily operations and appropriate workload distribution.
• Facilitated monthly team meetings to review performance, identify areas for improvement, and set actionable goals.
• Oversaw budget execution, employee evaluations, team training, and scheduling; negotiated contracts as needed.
• Led a diverse team with an emphasis on inclusivity, engagement, and high employee satisfaction.
• Drove consistent year-over-year business growth by shaping operational strategy and long-term planning initiatives.
• Developed and implemented innovative strategies to boost profitability and retail sales.
• Strengthened customer and employee loyalty through operational excellence and a focus on positive culture.
• Built and maintained strong relationships with clients, vendors, and strategic partners to drive ongoing success.
• Identified and applied cost-saving initiatives that reduced operational overhead without impacting service quality.
• Introduced effective inventory management systems to minimize waste and improve stock control.
• Championed continuous improvement initiatives to enhance efficiency and service delivery across departments.
• Recruited, onboarded, and trained initial team members while establishing role scopes and internal functions.
• Supported team by resolving escalated customer concerns to maintain high service standards.
• Tracked employee attendance and addressed recurring punctuality issues to uphold accountability and professionalism.
• Ordered club supplies on a weekly basis to ensure staff and members had the necessary tools and resources for daily operations.
• Placed orders for retail merchandise and beverages through online platforms and local vendors to maintain optimal inventory levels and meet member demand.
• Maintained regular communication with corporate executives to align on objectives, goals, and operational tasks critical to the club’s success.
• Train my AGM to become a GM when the opportunity arises.

• Delivered world-class service to members, ensuring a welcoming and professional environment that supported member satisfaction and retention.
• Implemented proactive sales strategies to drive membership growth, including making over 100 calls daily, partnering with the local Chamber of Commerce to participate in neighborhood marketing events, and engaging directly with community members to promote the club.
• Supervised and guided staff on strategies to increase EBITDA by focusing on revenue growth and operational efficiency.
• Conducted weekly inventory counts and generated reports on sales trends, inventory levels, and financial data to support informed decision-making.
• Improved Electronic Funds Transfer (EFT) accuracy and increased membership revenue by optimizing billing processes and sales performance.
• Created and managed staff schedules to ensure adequate coverage and efficient labor utilization.
• Consistently increased Black Card Membership percentage through targeted sales strategies and member engagement.
• Led by example by actively participating in cleaning duties alongside staff to maintain club standards and team morale.
• Oversaw front desk staff to ensure smooth daily operations and adherence to service protocols.
• Successfully conducted and passed regular Facility, Info Call, and Tour Audits, maintaining high operational compliance.
• Achieved monthly retail sales targets, generating an average of $4,000 in retail revenue through effective merchandising and sales tactics.
• Developed, trained, and coached team members to improve daily performance and support long-term career growth.
• Fostered a leadership style that balanced approachability, positivity, fun, and discipline to reduce staff turnover and build team cohesion.
• Addressed customer service inquiries and resolved complaints promptly to uphold a high level of member satisfaction.
• Tracked facility maintenance issues and submitted detailed Work Orders to ensure timely resolution.
• Delegated tasks strategically to maximize team productivity and maintain operational flow.
• Shadowed the General Manager to gain deeper insights into high-level club operations, leadership practices, and strategic planning.

• Promoted to a leadership role in recognition of a strong work ethic and consistent delivery of outstanding customer service.
• Supervised front desk staff to ensure completion of administrative and guest service responsibilities in accordance with company standards.
• Oversaw daily cleaning operations, ensuring all duties were completed thoroughly and on schedule.
• Conducted daily outreach to Web Joins and maintained follow-up communication as needed.
• Assigned and monitored cleaning responsibilities through structured task lists for staff.
• Updated and maintained Rate Sheets to reflect accurate pricing and availability.
• Collaborated with management to align floor operations with organizational goals and performance targets.
• Demonstrated strong telephone etiquette while managing and resolving complex or escalated calls.
• Maintained precise records of employee attendance and task completion times for performance tracking.
• Fostered a positive work environment by motivating staff through encouragement and recognition.
• Delegated daily responsibilities to team members strategically to enhance overall productivity and efficiency.

• Resolved customer complaints promptly and professionally, ensuring a positive member experience.
• Consistently exceeded sales goals for memberships, with a focus on promoting premium Black Card memberships.
• Achieved strong retail sales performance by actively engaging customers and recommending products based on their needs.
• Verified member identity and account information in accordance with company procedures to ensure accuracy and security.
• Provided high-quality support to members, assisting with account inquiries, transactions, and issue resolution.
• Built strong relationships with members by delivering personalized service and fostering a welcoming environment.
• Maintained cleanliness and safety throughout the facility by conducting walk-throughs every 20 minutes and completing daily cleaning responsibilities.
• Demonstrated reliability and strong work ethic by consistently arriving on time for early morning opening shifts, five days per week.
• Greeted members and guests with professionalism and enthusiasm to enhance customer satisfaction.
• Regularly went above and beyond assigned responsibilities to support team operations and uphold service standards.

Work Study – Event Planning Assistant
Norwich University

• Assisted in planning and coordinating a variety of campus events, including seminars, workshops, and conferences aligned with event themes and objectives.
• Participated in community outreach initiatives, including Habitat for Humanity, contributing to the construction of homes for families in need.
• Conducted post-event evaluations to assess program effectiveness and measure success against client or departmental goals.
• Provided on-site event support, ensuring smooth execution and resolving any issues that arose in real-time.
• Oversaw food service operations during banquets, conferences, and social events, ensuring timely and safe delivery.
• Managed logistical elements such as transportation, catering, entertainment, and venue setup, contributing to the overall success of each event.