NPNick Pastore
@nickpastore
Operations and customer experience leader driving cross-functional execution.
United StatesWhat I'm looking for
I am an operations and customer experience leader with over a decade of experience driving service excellence, process improvement, and cross-functional coordination across hospitality and retail. I build operational documentation, SOPs, and delivery plans while leading teams to improve customer satisfaction and operational outcomes.
I have a track record of implementing fulfillment and support processes that reduced delivery delays and improved customer satisfaction by 20%, lowering turnover by 25% through better onboarding, and maintaining financial and compliance performance across multiple hotel and retail operations. I prioritize structure, removing blockers, and fostering collaboration to achieve measurable business results.
Experience
Work history, roles, and key accomplishments
General Manager
Fran's Cake and Candy Supplies
Aug 2020 - Present (5 years 3 months)
Oversaw daily retail and e-commerce operations, built SOPs and vendor onboarding, and launched fulfillment/support processes that reduced delivery delays and improved customer satisfaction by 20%.
General Manager
Residence Inn by Marriott
Nov 2019 - Aug 2020 (9 months)
Directed full hotel operations and financial functions, executed COVID-19 delivery plans and safety protocols, and maintained guest satisfaction while meeting target margins.
Assistant General Manager
Courtyard Marriott
Jan 2016 - Feb 2019 (3 years 1 month)
Partnered on process improvements and system upgrades, created training and delivery plans that improved onboarding and reduced turnover by 25%.
Assistant General Manager
Courtyard Marriott
Jun 2014 - Aug 2015 (1 year 2 months)
Led cross-department coordination, operational audits, and performance tracking to close efficiency gaps and ensure brand standard compliance.
Operations Manager
Courtyard Marriott
Jun 2011 - Aug 2014 (3 years 2 months)
Directed front desk, F&B, and housekeeping for a 191-room property, developed process guides and checklists that improved accountability and sustained above-target satisfaction scores.
Education
Degrees, certifications, and relevant coursework
Westwood College
Associate of Applied Science, Applied Science
Completed an Associate of Applied Science focused on practical skills and applied learning, graduating in June 2015.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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