Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

William Brotherton

Charlotte,NC

Summary

Confident training leader with demonstrated planning, organizational and leadership abilities focused on playmaker development at all levels.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Training Manager

Topgolf - Charlotte University
07.2023 - Current
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Developed and implemented new structures to increase effectiveness and enjoyment levels of our hiring event (Mission Ambition)
  • Increased the venue's online learning percentage for the 4 major online learning courses (RAS, Sexual Harassment Prevention, Player Code of Conduct, Topgolf Callaway Code of Conduct) from ~75% in July up to ~99.3%
  • Increased the venue's overall online learning percentage for a 90-day rolling period from ~40% up to 82%.
  • Designed, personalized, and implemented training schedules for all hourly positional playmakers, Team Leads, and Hospitality Managers.
  • Place vendor orders for various suppliers and input invoices for reconciliation and payment.

Bay Host Hospitality Manager

Topgolf - Charlotte University
06.2022 - 07.2023
  • Scheduled work hours for 100+ employees to achieve adequate manpower coverage.
  • Enhanced player satisfaction by providing exceptional customer service and promptly addressing their needs.
  • Increased Bay Host overall OSAT and Helpfulness scores by implementing an effective Celebrate and Accelerate model to recognize our best performers as well as help develop our under performing bay hosts.
  • Held quarterly department meetings to effectively communicate new company and/or venue policies that were being updated as well as allowing the team to bring to light and address issues that were happening in venue
  • Held monthly Shift Lead meetings to help develop their leadership skills, convey upcoming events that were approaching, and address any problem areas that were occurring withing the department.

General Manager

Tupelo Bay Golf Center
01.2018 - 05.2022
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Reported issues to higher management with great detail.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Interacted well with customers to build connections and nurture relationships.

OWNER/OPERATOR

Pit Stop Shop Video Secret Shopper
08.2015 - 12.2017
  • Pit Stop Shop Video conducted secret video and audio transactions at various quick service restaurants throughout South Carolina
  • As owner/operator I would: - conduct the customer experience and record the interaction with various employees
  • Edit and add a break down of the experience based upon guidelines set by the company being shopped
  • Created evaluations for each location on a monthly basis to show of each store had met company standards.

Education

Bachelor of Arts (B.A.) - Mathematics

SUNY GENESEO
Geneseo, NY
06.2010

Skills

  • Can troubleshoot most computer/technology problems - both software and hardware
  • Strong computer skills - versed in all Microsoft office programs, Quickbooks, and various internet based programs
  • Staff training/development
  • Management Team Building
  • Inventory Management
  • Scheduling
  • New hire on-boarding

Accomplishments

  • 2024 Gold Star Award recipient for Leadership at Topgolf Charlotte University.
  • Successfully restructured and implemented in-house training series.
  • Achieved 99.3% compliancy rating for required online learning courses.
  • Increased playmaker retention rate through effective training programs.

Certification

  • Secondary Education Mathematics
  • Serve Safe Certification

Timeline

Training Manager

Topgolf - Charlotte University
07.2023 - Current

Bay Host Hospitality Manager

Topgolf - Charlotte University
06.2022 - 07.2023

General Manager

Tupelo Bay Golf Center
01.2018 - 05.2022

OWNER/OPERATOR

Pit Stop Shop Video Secret Shopper
08.2015 - 12.2017

Bachelor of Arts (B.A.) - Mathematics

SUNY GENESEO

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William Brotherton