Mar 2024 – Jun 2025 · 1 yr 3 mos · Fort Worth, Texas, United States · On-site

• Oversee multi-outlet operations (3 restaurants, banquet events, and private boutique hotel) in a historic private city club with over 1,800 members.
• Reduced labor inefficiencies by 18% using Kaizen methodology and cross-training strategies.
• Led cross-functional teams through a full menu and service rebrand—driving increased member satisfaction scores and reducing wait times.
• Partnered with brands like Balcones, Tito’s, and Maker’s Mark to launch exclusive member experiences and limited-edition products.
• Developed a leadership pipeline through mentorship and empowerment programs using The Why Effect™ framework.

Sep 2022 – May 2023 · 8 mos · Grapevine, Texas, United States · On-site

• 📍 Great Wolf Lodge | Assistant Food & Beverage Director
• As Assistant Food & Beverage Director, I played a key role in optimizing operations, improving service standards, and enhancing profitability across the resort’s restaurants, bars, and banquet operations. My focus was on process implementation, cost control, and team development to drive efficiency in a high-volume hospitality environment.
• 🔹 Key Achievements & Responsibilities:
• ✅ Technology & Operational Efficiency – Successfully implemented BirchStreet, streamlining procurement, inventory, and vendor management for cost savings.
• ✅ Service & Team Leadership – Led daily operations across multiple F&B outlets, ensuring high-quality service and guest satisfaction through staff training and supervision.
• ✅ Financial & Cost Control – Monitored food and beverage costs, developed budgets, analyzed financial reports, and identified profitability improvement strategies.
• ✅ Menu Development & Collaboration – Partnered with the Executive Chef to create innovative menu offerings while maintaining food quality and presentation standards.
• ✅ Compliance & Safety – Ensured all local, state, and federal health & safety regulations were met, maintaining top-tier standards in food handling and service.
• 💡 This role strengthened my expertise in high-volume resort operations, cost control strategies, and team-driven service excellence.

May 2021 – Sep 2022 · 1 yr 4 mos · United States · On-site

• 📍 Coury Hospitality | Director of Operations – Persimmons Bar & Grill (Grapevine Golf Course)
• As Director of Operations, I led the full-scale launch and daily operations of Persimmons Bar & Grill, ensuring strategic planning, cost control, team development, and guest satisfaction. I played a pivotal role in technology implementation, operational efficiency, and financial performance across multiple locations.
• 🔹 Key Achievements & Responsibilities:
• ✅ Technology Implementation & Training
• Successfully implemented & trained teams on:
• Micros & TripleSeat – Streamlined POS and event management systems
• Paylocity – Optimized payroll, scheduling, and HR operations
• ✅ Strategic Operations & Profitability Growth
• Developed & executed strategic action plans with aggressive timelines to launch operations
• Managed four restaurant locations, overseeing performance metrics & operational improvements
• Increased profit margins by implementing rigorous cost monitoring & financial controls
• Enhanced accounting procedures to improve efficiency and reporting accuracy
• ✅ Team Leadership & Cultural Development
• Launched staff engagement, improving workplace morale
• Led management meetings, fostering a culture of trust, collaboration, and problem-solving
• Streamlined organizational structure, ensuring clear role delineation and accountability
• ✅ Guest Engagement & Service Enhancement
• Built strong guest relationships, ensuring a high-quality dining experience
• Developed and implemented recommendations for service improvements based on guest feedback
• Created an aggressive action plan for cost control while maintaining service excellence
• 💡 This role refined my expertise in multi-unit operations, profitability strategies, and leadership development while launching and scaling high-performance hospitality venues.

Jul 2019 – May 2021 · 1 yr 10 mos · Dallas/Fort Worth Area · On-site

• 📍 Milkshake Concepts | Director of People & Culture
• As Director of People & Culture, I spearheaded recruitment, training, and organizational development for a rapidly growing hospitality group with five unique restaurant concepts and expansion plans. My focus was on building leadership pipelines, standardizing training programs, and implementing operational efficiencies to support company-wide growth.
• 🔹 Key Achievements & Responsibilities:
• ✅ Leadership Development & Recruitment
• Led recruitment for all leadership roles, ensuring top-tier talent acquisition for all concepts
• Developed company-wide policies & procedures, creating structure for scalable growth
• ✅ Training & Development Innovation
• Founded Milkshake University – A centralized training & development platform providing access to structured onboarding, training materials, and operational resources
• Created training guidelines & SOPs, ensuring consistency in service and operations
• ✅ Technology Implementation & Operational Efficiency
• Implemented Paycom & TripleSeat, streamlining payroll, communication, and training systems across all locations
• Ensured brand consistency in sales & marketing efforts, approving content and messaging
• ✅ COVID-19 Communication & Crisis Leadership
• Maintained ongoing communication with leadership teams to facilitate a smooth reopening strategy after closures
• Provided critical workforce support, ensuring teams remained engaged and informed
• ✅ Pre-Opening Leadership for New Concepts
• Served as an opening team leader, developing launch strategies and operational frameworks for all new locations
• 💡 This role strengthened my ability to build company culture, implement scalable training programs, and drive leadership development within a rapidly expanding hospitality group.

Jul 2017 – Jul 2019 · 2 yrs · Dallas/Fort Worth Area · On-site

• 📍 ClubCorp | Director of Service Operations & Kaizen Taskforce
• Selected to revitalize and enhance the country club dining experience, overseeing multiple F&B outlets and leading operational efficiency improvements across ClubCorp properties through the Kaizen Taskforce.
• 🔹 Key Achievements:
• ✅ Multi-Concept Dining Operations
• Managed all à la carte outlets, including Beverage Carts, Men’s Bar, Queens Quarters, The Turn, The Fazio Grille, The Grille, Carrie’s Tavern, and Poolside Dining
• Led daily operations, including beverage carts, snack bars, banquets, private events, and golf outings
• ✅ Financial Leadership & Cost Control
• Forecasted budgets & controlled expenses, surpassing revenue goals through cost reduction strategies
• Managed & developed a team of 60+ employees, fostering a high-performance culture
• ✅ Employee Development & Engagement
• Created the department’s first incentive performance plan, increasing staff motivation
• Developed & implemented "The 4 Keys Basics" training framework to improve service & workplace culture
• Launched employee engagement programs, reducing turnover and improving team loyalty
• ✅ Kaizen Taskforce & Efficiency Enhancements
• Optimized service & workflow efficiencies across multiple ClubCorp properties
• Trained & mentored employees & managers, ensuring seamless adoption of new initiatives
• ✅ Marketing & Member Engagement
• Assisted in marketing & promotions for club events, specials, and seasonal offerings
• 💡 This role enhanced my expertise in service operations, employee engagement, and strategic hospitality leadership within a premier private club setting.

Jan 2014 – Jun 2017 · 3 yrs 5 mos · Magic Kingdom · On-site

• 📍 Walt Disney World | Quick Service Restaurant Operations Manager – Magic Kingdom
• As a Quick Service Restaurant Operations Manager, I oversaw daily operations, safety, training, and large-scale event execution within Magic Kingdom's high-volume food & beverage operations. Leading 600+ Cast Members, 12 restaurants/carts, and 2 kitchens, I ensured exceptional guest experiences, operational efficiency, and team development in one of the most dynamic hospitality environments in the world.
• 🔹 Key Achievements:
• ✅ High-Volume Leadership & Operations
• Managed 12 restaurants/carts & 2 kitchens, ensuring seamless guest service, food safety, and efficiency
• Led 600+ Cast Members, driving performance, training, and team engagement
• ✅ Safety & Training Leadership
• Served as Safety & Training Liaison, ensuring adherence to Disney’s strict operational & safety standards
• Implemented Kaizen efficiency projects, optimizing workflows and operational processes
• ✅ Project Management & Disney Events
• Led Disney holiday event operations, managing logistics and Cast Member execution
• Served as Project Manager for Kaizen initiatives, focusing on operational enhancements
• 💡 This role strengthened my expertise in large-scale F&B operations, high-volume leadership, and strategic event execution within Disney’s world-class hospitality model.

Apr 2008 – Jan 2014 · 5 yrs 9 mos · Orlando, Florida Area · On-site

• 📍 Loews Hotels | Concierge & Front Desk Supervisor (2008-2014)
• Progressed through multiple guest service and leadership roles, starting in restaurant support and HR/training liaison before transitioning to Front Desk, Concierge, and VIP Concierge Floor operations. Focused on enhancing guest experiences, streamlining service operations, and ensuring top-tier hospitality.
• 🔹 Key Achievements:
• ✅ Progressive Leadership Growth
• Advanced from restaurant support & HR/training liaison to Concierge & Front Desk Supervisor
• Managed VIP Concierge Floor, Lobby Concierge, and Front Desk operations, ensuring personalized service for high-profile guests
• ✅ Guest Experience & Service Optimization
• Developed and implemented the Floating Concierge Program, allowing guests to receive concierge-level service throughout the resort
• Provided seamless service coordination across Front Desk, Housekeeping, and Guest Services, ensuring smooth operations
• ✅ Event & Operations Support
• Assisted with housekeeping operations during peak periods, ensuring guest satisfaction
• Supported major events to ensure flawless execution and VIP guest experiences
• 💡 This role provided me with a strong foundation in luxury hospitality, high-touch guest service, and multi-department collaboration, shaping my leadership in operational excellence.