Jen MIhal

Current small business owner with 24+ years of hands-on experience owning and operating a service-based business in the Park City, Utah market. Extensive practical experience managing the realities of a very small business, including operations, budgeting, pricing, customer acquisition and retention, scheduling, financial administration, customer communications, service delivery, and day-to-day problem-solving. As an owner-operator, accustomed to making decisions with limited time, staffing, and financial resources while balancing profitability, customer expectations, operational constraints, and long-term business needs.

Able to clearly articulate the reasoning, trade-offs, and real-world considerations behind business decisions and evaluate whether proposed solutions are practical for small business owners.

Owner / Office Manager / Fly Fishing Guide - Park City On The Fly - Park City, Utah

(2002-10)

Own and operate a seasonal, service-based small business serving customers in the competitive Park City tourism and hospitality market. Personally manage the administrative, financial, operational, and customer-facing functions of the business.

• Manage daily business operations, customer inquiries, reservations, scheduling, client communications, payments, and service coordination.
• Make pricing and operational decisions while balancing profitability, market conditions, customer expectations, competitive pressures, and seasonal demand.
• Manage business expenses, bookkeeping, financial records, quarterly taxes, and preparation for annual tax filing.
• Evaluate marketing and customer-acquisition opportunities based on cost, expected return, seasonality, and the practical limitations of a small business.
• Manage customer relationships throughout the sales and service lifecycle, from initial inquiry and booking through service delivery and follow-up.
• Coordinate schedules, availability, staffing needs, and logistics during periods of highly variable seasonal demand.
• Evaluate outside vendors, platforms, and business services based on cost, functionality, reliability, and potential return on investment.
• Address customer concerns and unexpected operational issues using independent judgment and practical problem-solving.
• Maintain accurate customer, booking, payment, and administrative records.
• Balance immediate operational demands with longer-term considerations involving revenue, expenses, customer retention, and business growth.
• Adapt business practices in response to changing customer behavior, technology, competition, economic conditions, and seasonal conditions.
• Perform multiple business functions that would typically be divided among specialized departments in a larger organization.
• Provide seasonal professional fly-fishing guide services requiring instruction, risk assessment, customer communication, real-time decision-making, and adaptation to individual client needs.

Owner / Operator - Discount Quality Flies - E-Commerce

(2023-12)

Own and operate an e-commerce business specializing in fly-fishing products, with responsibility for website operations, product management, pricing, marketing, fulfillment, and customer experience.

• Manage day-to-day e-commerce operations, including website content, product listings, pricing, promotions, customer communications, order processing, and fulfillment.
• Make product and pricing decisions while balancing customer value, operating costs, competitive pricing, and profitability.
• Manage website organization and continually evaluate ways to improve the online shopping experience and conversion of website visitors into customers.
• Develop and manage search engine optimization (SEO) strategies, including product pages, category organization, regional landing pages, and educational content designed to improve organic search visibility.
• Manage digital marketing efforts across website, search, and social media channels.
• Evaluate customer acquisition strategies and marketing expenditures based on cost, potential return, and the limited resources of a very small business.
• Manage shipping and fulfillment decisions, including shipping platforms, costs, and free-shipping thresholds.
• Monitor website traffic and customer behavior to identify potential barriers to sales and opportunities to improve conversion.
• Make independent decisions regarding technology platforms, marketing tools, product presentation, promotions, and other business expenses.
• Balance growth initiatives with the financial and time constraints inherent in operating a very small e-commerce business.
• Research and adopt new technology and digital tools to improve efficiency, marketing, customer experience, and business performance.

Server | Lead Host / Restaurant Manager - Mustang Restaurant - Park City, Utah

(2019-01 - 2023-04)

• Managed restaurant flow, customer needs, reservations, phones, seating, takeout orders, and competing operational priorities.
• Assisted with day-to-day management responsibilities in a fast-paced hospitality environment.
• Delivered high-level customer service requiring judgment, communication, and rapid problem resolution.
• Worked directly with customers while balancing service quality with operational limitations and business needs.

Lead Server / Manager - Butcher's Chop House & Bar - Park City, Utah

(2011-11 - 2019-04)

• Trained employees and reinforced established performance and customer-service standards.
• Assisted with employee scheduling and day-to-day operational management.
• Managed customer concerns and service issues requiring independent judgment and problem-solving.
• Provided personalized service for VIP clientele while maintaining consistent standards across restaurant operations.

Assistant Manager — Ghidotti's Classic Italian Restaurant / Grappa - Bill White Restaurant Group - Park City, Utah

(2006-05 - 2008-08)

• Participated in hiring, training, scheduling, supervision, and performance management.
• Helped manage approximately 25 service employees in a 275-seat restaurant.
• Assisted with daily operational decisions involving staffing, customer service, workflow, and problem resolution.
• Balanced employee, customer, and business needs in a high-volume hospitality environment.