Sarah Fleming
Austin,TX
Summary
Results-driven Learning & Development professional with a strong focus on team collaboration and achieving goals. Skilled in instructional design, leadership development, and performance improvement. Prepared to create impactful training programs that drive positive change. Recognized for adaptability to changing needs and reliable support in fostering a productive learning environment throughout career.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Hospitality & Service Manager
Elevate Entertainment Group
06.2024 - 02.2025
- Designed and implemented a hospitality, sales & service program for employees aged 17-25, encouraging them to step out of their comfort zones and enhance guest service interactions
- Developed and delivered a tailored curriculum focused on communication, customer service, and teamwork, helping younger employees build confidence and excel in their roles
- Created and launched menu tests and product knowledge quizzes & including Limited Time Offerings/Seasonal Menus reinforcing upselling strategies and ensuring employees were well-prepared to engage with guests and increase sales
- Led the programming for a new venue opening, developing training materials, schedules and SOP's for multiple front-of-house positions, ensuring smooth transitions and consistent service quality across the team
- Developed all upgraded FOH programs into a Learning Management System (LMS) program, tracking employee learning progress and providing actionable insights for targeted development
- Increased PPA through the training program equipping employees how to talk about features & special products
- Facilitated interactive team-building activities and role-playing sessions to engage employees and improve service quality, resulting in improving the training process and customer satisfaction
- Continuously refined training programs based on feedback, optimizing content to meet the evolving needs of both employees and guests
- Enhanced employee problem-solving and communication skills, improving guest recovery strategies and overall satisfaction
Marketing Director
Speakeasy
10.2022 - 06.2024
- Create marketing campaigns for big ticket events, ex: New Year's Eve 1300 tickets, Carnaval-1300 tickets
- Content Creator for nightly live entertainment
- Social media manager; provide a voice to all major social platforms, facilitate paid ads with multiple campaigns for maximum ticket sales, design all materials that are published online and onsite, introduce reels & Tik Tok to promotional campaigns, facilitate online relationships with local influencers
- Develop SOP's for event operations, automate the Run of Show process, direct catering staff- scheduling, BEO orders, training. Developed inventory SOP's, inventory management, crowd management during high volume events, create event flow ensuring positive guest experiences with the event space
- Day of Event on site manager
Director of Hospitality
Vulcan Gas Company
10.2020 - 10.2022
- Connected Big Laugh Comedy Network to Vulcan Gas Company allowing the venue to open as a 'restaurant' in the 2020 chaos & activating people back to work
- Green Room Supervisor; fulfills rider requests
- Manage Craft Services
- Coordinate with visiting security for safe pathing for talent
- Coordinate merch sales, meet & greets, guest transportation to & from the venue
- Designated venue to weekly entertainers including Joe Rogan, Kill Tony Podcast, Redban's Secret Show
- Talent Relations; point of contact for all talent/celebrities or VIP guests that performs or is in house
- Advertised live events through influencer marketing, strengthening online & in-person relationships sparking ticket sales
- Regulated sponsorship initiatives to escalate brand awareness and value
- Supervised box office for EDM shows
Senior General Manager
Thirteenth Floor Entertainment Group
12.2018 - 01.2020
- Inspired 10 locations' business growth through KPI accountability/leadership
- Spearheaded experiential marketing campaigns with interactive installations to create brand awareness & off site promotional S.O.P's
- Organized CapEx/OpEx for new locations
- Created a bar program at locations with a liquor license boosting sales
- Establish a Non-Traditional Revenue program (retail, alcohol, corporate off site axe throwing installations)
- Served as social media director for multiple digital platforms (started the 1st axe throwing tik tok in 2018)
- Exhibited Crowd Management Certification in emergencies, Project manage city permits, COI paperwork, ADA compliance, Fire Marshall walk-thru & approval for Class Axe Throwing, Great Room Escape & the haunted houses
- Headed management trainings/mentorship and facilitated 7 new location openings & 3 rebrand locations after business merger
General Manager
Class Axe Throwing, Great Room Escape
08.2017 - 12.2018
- Implemented hour-long immersive experiences including Great Room Escape and Class Axe Throwing designed for group entertainment
- Design, fix, build escape rooms & axe ranges on the fly in between shows
- Boosted sales by over 200% in a time span of 1 year supervising 30 unique personalities, recruitment, coaching, payroll management and budgets
- Hosted a game show environment with explosive personalities providing scripted games for the ultimate experience
- Performed regular off-site street team promotions involving actors and established paramount relationships with DMC's, CMP's, Travel & Tourism decision-makers
Event Operations Manager
House of Torment
09.2014 - 08.2017
- Oversaw 40,000 square feet of event grounds and organized outside production lighting, stage, music, talent and signage
- Monitored waste management, property cleanliness, parking, vendor and emergency services to ensure smooth functioning and effective event execution
- Managed, scheduled, trained & coached 30 guest experience employees, reduced seasonal employee turnover, managed staffing budgets based on year over year sales & volume
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events
Experiential Marketing
Thirteenth Floor Entertainment Group
09.2013 - 01.2020
- Won best newcomer float in San Antonio's Pride Parade with an LED Axe Trailer Install & a major in-kind contributor to the annual city-wide Pride Event
- Activated 5 locations with axe trailers for events like: Celebrity Fan Fest, Pride, Renaissance/Viking Festivals, Beer and Food Festivals
- This includes contracts, money paid to events, staffing, swag giveaways, cash handling procedures, safety training for the trailers and creating standard operating procedures
- Designed seasonal black light axe targets generating shareable online content
- Unofficial after party for Comic Con headlining celebrity guests at 13th Floor Haunted House- obtained a sponsorship by Alamo Distillery
- UT Tailgate Experience with iheartmedia for House of Torment
- VR Escape Room Event Promotions; utilize a quick pg-13 VR escape room introducing what escape rooms are at pop up events
Education
Associate - Christian Life Studies, Hospitality, Live Event Production
Texas Bible Institute
Columbus, TX01.2002
Certification
- Crowd Management Certification, Fire Marshall Support Services, 2017
- TABC
- Texas Food Handlers Certification
Other Employment Experience
- Cocktail Server, Kona Grill
- Cocktail Server, JW Marriott
- Group Sales Manager, Staybridge Suites
- Server, ESPNZone- a Walt Disney Company
- Corporate Trainer, Joe's Crab Shack, 3 states, 5 different stores
Timeline
Hospitality & Service Manager
Elevate Entertainment Group
06.2024 - 02.2025
Marketing Director
Speakeasy
10.2022 - 06.2024
Director of Hospitality
Vulcan Gas Company
10.2020 - 10.2022
Senior General Manager
Thirteenth Floor Entertainment Group
12.2018 - 01.2020
General Manager
Class Axe Throwing, Great Room Escape
08.2017 - 12.2018
Event Operations Manager
House of Torment
09.2014 - 08.2017
Experiential Marketing
Thirteenth Floor Entertainment Group
09.2013 - 01.2020
- Crowd Management Certification, Fire Marshall Support Services, 2017
- TABC
- Texas Food Handlers Certification
Associate - Christian Life Studies, Hospitality, Live Event Production
Texas Bible Institute
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