Kylie Robertson
Belrose,NSW
Summary
Motivated professional with a strong track record of success in the industry, adept at balancing team performance, customer service targets, and business objectives. Dedicated to maximizing productivity and optimizing procedures through close collaboration with employees. Decisive leader with excellent planning and organizational skills.
Overview
35
35
years of professional experience
Work History
Tennis Centre Manager
Sydney Sports Management Group
Chatswood, NSW
05.2023 - Current
- Developed, implemented, and managed center's budget.
- Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
- Established customer service standards for the center and monitored performance of staff against those standards.
- Created operational plans for the center in order to maximize efficiency and productivity.
- Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
- Resolved conflicts between customers and staff members in a professional manner.
- Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
- Recruited new employees by conducting interviews and orientations for new hires.
- Developed strategies to increase sales revenue within the center.
- Analyzed financial data related to the center's operations such as expenses, profits and losses.
- Maintained accurate records of employee attendance, payroll information and other administrative tasks related to personnel management.
- Monitored stock levels at the center in order to determine when additional supplies or products should be ordered from vendors.
- Coordinated events such as product launches or promotional activities within the center.
- Collaborated with senior leadership teams on initiatives that would improve overall operations at the center.
- Kept facility clean, safe, and well-organized to maximize productivity and provide professional impression to all patrons.
- Motivated and led team members to work together to achieve targets.
- Oversaw daily operations, ensuring smooth and efficient center functioning.
Centre Manager- Lane Cove Golf/Tennis Pro Shop Manager
Sydney Sports Managerment Group
Lane Cove, NSW
10.2014 - 06.2024
- Planned and coordinated the maintenance of facility equipment and systems.
- Prepared and submitted reports on facility operations, including budget updates.
- Reviewed work orders for accuracy, completeness, and compliance with safety regulations.
- Conducted regular inspections of facilities to ensure safe working conditions.
- Supervised personnel responsible for maintaining groundskeeping activities at the facility.
- Monitored inventory levels of supplies used in the facility's operations.
- Resolved customer complaints pertaining to facility-related matters quickly and effectively.
- Recruited, trained, managed and evaluated performance of staff members involved in daily operations.
- Maintained records relating to all aspects of facilities management including financial data.
- Implemented policies related to health and safety regulations at the workplace premises.
- Maintained cleanliness and presentation standards to increase appeal of facility.
- Managed and directed facility staff by handling assignment delegation and timely completion.
- Prioritized and performed routine maintenance to keep facility in excellent shape.
- Monitored facility maintenance for cleanliness and recommended improvements to overall aesthetics.
- Established department goals and deadlines.
Gym Owner/Managing Director
Contours Northbridge Pty Ltd
Northbridge, NSW
01.2005 - 08.2014
- Developed and implemented a comprehensive marketing plan for the gym to attract new members.
- Organized and managed staff of personal trainers, yoga instructors, and receptionists.
- Coordinated with vendors to purchase gym equipment and supplies.
- Maintained financial records such as income and expenses, payroll, and taxes.
- Ensured compliance with all applicable laws and regulations related to the operation of a gym.
- Created customer service policies to ensure each member has an excellent experience at the gym.
- Implemented safety protocols for use of exercise machines, weights. by members.
- Conducted regular inspections of the facility to identify any maintenance or repair needs.
- Facilitated weekly meetings with staff to discuss operations, customer feedback, sales goals.
- Monitored membership levels on a monthly basis to assess customer loyalty and trends in usage.
- Drafted contracts for new employees outlining job duties, pay rates, benefits packages.
- Established relationships with local businesses in order to create promotional opportunities for the gym.
- Provided guidance and support to staff regarding customer inquiries or complaints.
- Managed daily operations including scheduling classes, trainings, events; booking appointments; handling payments;.
- Researched industry trends in order to keep up-to-date on best practices for running a successful business.
- Advised customers on appropriate exercises based on their individual fitness goals.
- Designed workout programs tailored specifically for each member's needs.
- Maintained inventory of nutritional supplements available for sale at the gym.
- Developed and implemented successful sales strategies to meet business goals.
- Employed and managed vendors by negotiating deliverables, cost and expected quality.
Centre Manager
Tennis World
North Ryde, NSW
01.1992 - 01.2004
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Developed, implemented, and managed center's budget.
- Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
- Established customer service standards for the center and monitored performance of staff against those standards.
- Created operational plans for the center in order to maximize efficiency and productivity.
- Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
- Resolved conflicts between customers and staff members in a professional manner.
- Ensured compliance with company policies and procedures as well as local regulations regarding safety, health, security and labor laws.
- Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
- Recruited new employees by conducting interviews and orientations for new hires.
- Developed strategies to increase sales revenue within the center.
- Analyzed financial data related to the center's operations such as expenses, profits and losses.
- Maintained accurate records of employee attendance, payroll information and other administrative tasks related to personnel management.
- Monitored stock levels at the center in order to determine when additional supplies or products should be ordered from vendors.
- Implemented marketing campaigns aimed at increasing brand awareness among potential customers.
- Coordinated events such as product launches or promotional activities within the center.
- Collaborated with senior leadership teams on initiatives that would improve overall operations at the center.
- Participated in networking events with other centers or representatives from corporate headquarters.
- Motivated and led team members to work together to achieve targets.
- Kept facility clean, safe, and well-organized to maximize productivity and provide professional impression to all patrons.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
School Teacher
NSW Education Dept
Sydney, NSW
01.1990 - 01.1992
- Developed and implemented lesson plans for students in accordance with curriculum guidelines.
- Assessed student performance using various methods such as tests, quizzes, projects and presentations.
- Provided individualized instruction to each student by encouraging interactive learning.
- Encouraged critical thinking skills among students through class discussions and debates.
- Collaborated with other teachers, administrators, parents and community members to ensure successful academic outcomes for all students.
- Maintained accurate records of student progress including grades, attendance and behavior reports.
- Coached extracurricular activities such as sports teams or clubs within the school district.
Education
Exercise Professional
Fitness Australia
Sydney, NSW09-2012
Certificate 111 in Fitness
Fitness Institute Australia
Surry Hills, NSW01-2010
Bachelor of Policing
Charles Sturt University
Bathurst, NSW01-2001
Bachelor Of Education - Primary School Teaching
University Of Technology
Kuring-gai02-1992
Skills
- Expense Tracking
- Financial Management
- Strategic Planning
- Policy Implementation
- Contract Management
- Workforce Management
- Business Administration
- Staff Development
- Business Development
- Performance Management
- Salesforce Management
- Marketing
- Operations Management
- Time Management
- Staff Training and Development
- Customer Relationship Management (CRM)
- Team Leadership
- Sales management
- Staff Management
- Performance Evaluations
Timeline
Tennis Centre Manager
Sydney Sports Management Group
05.2023 - Current
Centre Manager- Lane Cove Golf/Tennis Pro Shop Manager
Sydney Sports Managerment Group
10.2014 - 06.2024
Gym Owner/Managing Director
Contours Northbridge Pty Ltd
01.2005 - 08.2014
Centre Manager
Tennis World
01.1992 - 01.2004
School Teacher
NSW Education Dept
01.1990 - 01.1992
Exercise Professional
Fitness Australia
Certificate 111 in Fitness
Fitness Institute Australia
Bachelor of Policing
Charles Sturt University
Bachelor Of Education - Primary School Teaching
University Of Technology
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