1. Brian Mastel
717 East 5th
St, apt BC
New York, NY 10009
917-916-2499
brian_mastel@yahoo.com
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Director of Operations with proven success in customer service and sales. An effective problem solver with
excellent communication and interpersonal skills, a self-starter who regularly achieves stretch goals and uses
resources wisely, and a leader by example with a record of consistency and integrity.
EXPERIENCE
CHELSEA PIERS – Sports & Entertainment Director Dec 2015 – Aug 2016
Opened a hockey and skating retail store and service center; managed store set-up, developed operational protocol, and led team training.
∙ Managed the store and service business,including inventory, sales and presentation,equipment maintenance, and team performance.
∙ Created store promotions which increased sales by $26,000 in 2015.
∙ Surpassed monthly skate sharpening budget in 22 of 24 months.
∙ Reduced labor costs in 2015 by $35,000.
∙ Coordinated and facilitated larger order team sales,increasing 2015 revenue by $18,000.
PREMIER EXHIBITIONS INC. Senior Venue Operations Manager Aug 2013 – Jan 2015
Oversaw all national venues and retail stores,including store set-up,venue budgets,staffing,photo operations, and facility maintenance.
∙ Increased national photo operation and audio guide sales by 25% and $185,000 annually.
∙ Set operational protocol for all venues; hired and led teams in customer service training and retail store presentation.
∙ Reduced 2013 national exhibit and retail store labor hours by $680,000 annually.
∙ Assessed partnercontracts and directed operations for new venue and retail store installations.
∙ Controlled exhibit costs and retail supply inventories, decreasing 2013 national venue controllable expenses by 25% ($100,000).
PREMIER EXHIBITIONS INC. General Manager Feb 2012 - Aug 2013
Directed a team of 50 and oversaw the operation of two exhibits, including budgets, inventory, service, staff, and sales.
∙ Managed and facilitated group tours and private events, accounting for 25% or 1.75 million dollars of 2012 revenue.
∙ Reduced labor costs by 30% or $200,000 annually.
∙ Oversaw facility and exhibition maintenance, including retail store presentation.
∙ Increased retail sales by 28% or $10,000 per month in 2012.
∙ Decreased controllable expenses by $22,000 in 2012.
∙ Identified and corrected a ticket pricing anomaly, which increased monthly revenue by $9,000.
TOWN SPORTS INT’L - NY Sports Club General Manager Apr 2008 – Apr 2011
Managed the facility, staff, and operation, including fiscal and budgetary responsibilities, to achieve performance goals.
∙ Administered payroll and controlled schedules to ensure adherence to a budget of $600,000.
∙ Oversaw the Housekeeping Department, including team training and cleaning supply levels.
∙ Led the Eastern Region in 2010 with a 92% positive customer feedback response ratio.
∙ Managed the sales department and drove 2010 year-end revenue to 1.7 million dollars.
∙ Reduced labor and controllable expenses in 2010 by 4.7% through housekeeping and front desk reorganization.
OLYMPIA BILLIARDS AND CAFÉ General Manager Aug 2007 - Dec 2007
∙ Managed daily operations, trained staff, established a billiard league, and implemented product and service enhancements.
EMPIRE STATE BUILDING COMPANY Operations Manager Mar 2005 – May 2007-
Managed the Observatory business including 130 employees and all related areas,floors, and issues.
∙ Reduced guest wait times by 30 minutes, increasing admissions and yearly revenue by $900,000.
∙ Managed the hiring process and created testing to ascertain the effectiveness of orientation programs.
∙ Changed the daily schedule reducing overtime and labor hours needed, saving $300,000 yearly.
∙ Recognized by senior management for uncovering a cashier scamming operation that cost the company over $50,000.
∙ Managed ticket office and safe-room operations, including daily cash accounting and cashier audits.
AMSTERDAM BILLIARDS AND BARINC. Operations Manager Mar 2002 – Nov 2004+
Directed daily operations, organized and directed private events, and hired, coached,and trained employees.
∙ Managed inventory levels assuring adequate product and supply; responsible for total cash receipts and bank deposits.
NORTHWEST AIRLINES INC. Call Center Manager/Operations Analyst Dec 2000 – Oct 2001
Managed a team of 275 Reservation Sales Agents with high productivity and morale as the standard.
∙ Oversaw the Family Medical Leave Act program, managed occupational injury issues, and coached and trained agents.
∙ Managed inbound call traffic for call centers,resolved issues during crisis situations, and conducted agent team meetings.
NORTHWEST AIRLINES INC. Reservation Sales & Equipment Services Nov 1988 – Dec 2000
EDUCATION
B.S.B. U ofMN, Carlson School ofManagement; Ops. & Mgmt. - numerous in-house workshops and recurrent training.