Shonda Gotay
Atlanta,GA
Summary
Results-focused operations professional with 15+ years of experience in airport concessions and travel center management. Known for inventory management, cash controls, and reporting accuracy, with a strong record of leading teams, training staff, and improving compliance and service performance.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Assistant Director of Operations
Areas USA
Atlanta, Georgia
11.2025 - Current
- Supported airport concession operations across USA service locations.
- Monitored compliance with safety, sanitation, and airport standards.
- Communicated staffing needs and operational updates to leadership.
- Coordinated with other departments to ensure proper communication and collaboration between teams.
- Reviewed cash handling procedures and sales reporting documents.
- Prepared routine operation notes for Areas USA management reviews.
- Managed customer service inquiries and complaints in a timely manner.
- Directed staff training sessions to foster professional development.
- Analyzed data collected from surveys and interviews to identify opportunities for improvement.
- Organized regular meetings with stakeholders to discuss issues related to operations management.
- Provided guidance and leadership to team members, ensuring they meet their targets.
- Assisted in developing strategic plans that align with organizational objectives.
- Maintained relationships with vendors, negotiating contracts as necessary.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
Assistant Director of Operations
Delaware North
Fort Lauderdale, Florida
06.2013 - Current
- Implemented successful business strategies to increase revenue and target new markets.
- Worked with the management team to develop operational goals aligned with business strategy.
- Collaborated closely with senior management on projects involving operational improvements.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Developed and maintained client relationships to grow business and improve account retention.
- Supported airport concession operations across Areas USA service locations.
- Successfully improved employment turnover through creating incentive and training programs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Travel Center General Manager
TRAVEL CENTERS OF AMERICA
Baytown, Texas
01.2005 - 05.2013
- Directed travel center operations for fuel, store, and restaurant areas at Travel Centers of America.
- Supervised team of 15+ employees, providing guidance, coaching, and training to enhance service quality.
- Supervised team schedules, staffing, and daily coverage across guest service departments...
- Managed inventory, ordering, and stock levels for convenience and food service areas to ensure product availability.
- Monitored inventory levels of products sold in store to ensure adequate stock is available at all times.
- Coordinated maintenance requests and facility repairs with internal teams and vendors.
- Resolved guest concerns and supported smooth service across travel center operations.
- Analyzed financial reports regularly to identify improvement areas and allocate resources effectively.
- Performed monthly safety inspections of the facility to identify potential hazards or risks.
Education
MEDICAL ASSISTANT - MEDICAL
TEXAS SCHOOL OF BUSINESS
Houston, TX03-2009
Skills
- Operational Strategy
- Operations reporting
- Financial analysis
- Cash management
- Sales Optimization
- Inventory management
- Inventory control
- Safety compliance
- Regulatory compliance
- Project Management
- Staff scheduling
- Adaptability and flexibility
Certification
- SERVSAFE CERTIFICATE
Timeline
Assistant Director of Operations
Areas USA
11.2025 - Current
Assistant Director of Operations
Delaware North
06.2013 - Current
Travel Center General Manager
TRAVEL CENTERS OF AMERICA
01.2005 - 05.2013
MEDICAL ASSISTANT - MEDICAL
TEXAS SCHOOL OF BUSINESS