Ben Drumm
Banff,AB
Summary
Service-minded professional tackling any job task with enthusiasm and precision. Determined leader delivering exceptional service and responding to questions and inquiries quickly, demonstrating a positive attitude and readiness to adapt to different situations.
Overview
10
10
years of professional experience
Work History
Golf Operations Assistant Manager
Fairmont Banff Springs Golf Course
02.2024 - Current
- Assisted with managing daily operations, ensuring smooth coordination between staff members, players, and course maintenance crews.
- Assisted in planning and executing special events including member-guest outings, charity fundraisers, and seasonal gatherings contributing to a vibrant social atmosphere within the club community.
- Collaborated with Golf Operations Manager to develop strategies for increasing revenue streams within the facility''s retail operation.
- Boosted customer satisfaction by addressing concerns promptly and professionally, fostering positive relationships with club members and guests.
Guest Service Associate
Fairmont Banff Springs
10.2022 - Current
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Welcomed large volume of guests and improved overall customer service.
- Educated guests regarding important property information and directions to different hotel areas.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
Golf Guest Service Manager
Fairmont Banff Springs
03.2023 - 02.2024
- Prepared staff work schedules and assigned team members to specific duties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Formed and sustained strategic relationships with clients.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Collaborated with customers to offer solutions to service needs.
- Motivated and supported employees to maintain low turnover.
- Monitored employee performance through key metrics analysis.
- Resolved customer inquiries and complaints requiring management-level escalation.
Golf Operations Supervisor
Fairmont Banff Springs
03.2022 - 10.2022
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs and standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Anticipated and met client demands to run efficient and profitable tours.
- Planned, developed and disseminated thorough event itineraries and developed contingency plans for potential difficulties.
Process Guide
Amazon
05.2020 - 02.2022
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Staged and sorted multiple types of products for loading.
- Upheld company guidelines, compliance standards and quality control procedures.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Golf Guest Service Supervisor
Fairmont Banff springs
05.2018 - 10.2019
- Summer seasonal position.
- Responded to and resolved guest issues or complaints.
- Built and maintained productive relationships with employees.
- Delegated work to staff, setting priorities and goals.
- Assisted customers by providing golf course information and resolving common complaints.
- Maintaining the smooth running of 27 holes of golf, practice facilities and leading a team of up to 30 colleagues while delivering a luxury standard.
Certified Ski Instructor
Lake Louise snow school
11.2017 - 05.2019
- Winter seasonal position.
- Established clear benchmarks for performance and monitored individual progress.
- Trained skiers in proper use of equipment for safety and maximum performance results.
- Adjusted coaching techniques to meet skiing needs and address strengths and weaknesses.
- Led instructional classes to protect users from dangerous situations.
- Taught the principles of skiing to a verity of ages and abilities.
Supply Chain Management Intern
British Telecom
11.2014 - 08.2017
- Administered day-to-day business activities, meeting internal and external customer needs.
- Accompanied management to meetings with suppliers to discuss performance metrics, provide performance feedback and discuss production forecasts or changes.
- Conducted inventory analysis for warehouse utilization and manufacturing coordination.
- Reviewed production schedules in response to large orders.
- Gathered, analyzed and presented financial and operational data for management review.
Education
Advanced Diploma - Management And Leadership
Pearson College
10.2020
Advanced Diploma - Supply Chain Management
Edexcel
11.2016
Skills
- Teamwork and Leadership
- Complaint Resolution
- Personnel Supervision
- Guest Services
- Work Planning and Prioritization
- Inventory Management
- Staff Training
- Performance Evaluations
- Problem-Solving
- Decision Making
- Relationship Building
Timeline
Golf Operations Assistant Manager
Fairmont Banff Springs Golf Course
02.2024 - Current
Golf Guest Service Manager
Fairmont Banff Springs
03.2023 - 02.2024
Guest Service Associate
Fairmont Banff Springs
10.2022 - Current
Golf Operations Supervisor
Fairmont Banff Springs
03.2022 - 10.2022
Process Guide
Amazon
05.2020 - 02.2022
Golf Guest Service Supervisor
Fairmont Banff springs
05.2018 - 10.2019
Certified Ski Instructor
Lake Louise snow school
11.2017 - 05.2019
Supply Chain Management Intern
British Telecom
11.2014 - 08.2017
Advanced Diploma - Management And Leadership
Pearson College
Advanced Diploma - Supply Chain Management
Edexcel
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