Cody Kemp

• Developed strategies for improved operational efficiency and customer satisfaction.
• Ensured compliance with all food safety regulations and sanitation standards.
• Resolved customer complaints in a professional manner to maintain positive relationships with guests.
• Conducted weekly team meetings to discuss performance issues and provide feedback.
• Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
• Worked in close collaboration with team members to ensure customers received high-quality service.
• Oversaw customer experience, product quality, and people performance departments.

• Provided a friendly and welcoming face to all members as attended their classes. Made an effort to build a relationship with every member of the gym.
• Handled customer inquiries in person, via telephone, or email.
• Provided information on class schedules, pricing plans, and available services.
• Processed membership applications and payments accurately and efficiently.
• Assisted with organizing special events such as fitness challenges or competitions.
• Performed administrative tasks such as filing documents or updating member accounts.
• Re-racked weights to maintain neat, organized and clean gym.
• Cleaned and sterilized gym equipment multiple times throughout shift to decrease amount of harmful bacteria.

• Completed opening and closing duties to facilitate business operations.
• Supervised and led employees to maintain productivity and customer service levels.
• Assisted general manager with operations game plan and company initiatives implementation.
• Prepared and served coffee, alcohol, and cabinet food items.
• Taught staff upselling techniques to meet revenue targets.
• Completed daily food and pastry order.
• Ensured all safety and sanitation regulations were met throughout the shift.
• Assigned tasks to team members based on their strengths and skill sets.

People Performance Department Manager - in charge of hiring, rosters and leading the crew trainer team.

• Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
• Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
• Coordinate staff training with crew trainers.
• Controlling wages to meet labour cost standards of the company.
• Develop crew roster each week for over 100 staff members, ensuring targets and regulations are satisfied.
• Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
• Communicated with managers of other departments to maintain transparency.

• Directed and led employees and team members on effective operations, methods and procedures.
• Exercised composure under pressure and in escalated customer service scenarios.
• Checked building to confirm maintenance and cleaning met code and regulations.
• Kept employees operating productively and working on task to meet business and customer needs.
• Responded to and resolved customer questions and concerns.
• Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
• Coached employees on interactions with customers to drive exceptional service.
• Managed daily cash intake by counting out registers and tabulating profits.

• Taught new team members correct procedures for all areas of operations.
• Mentored other employees in customer service, food safety and performance requirements.
• Provided constructive feedback and one-on-one coaching to employees.
• Set positive example for team members by providing high-quality, efficient service.

• Provided excellent customer service by greeting customers and meeting quality expectations.
• Worked front-counter, drive-thru, kitchen and cafe.
• Prepared products following restaurant, health, and safety standards and procedures.
• Supported great dining and meal experiences with guests.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.