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Work Background
ARIA Resort & CasinoResort Concierge
Feb. 2024Las Vegas Metropolitan Area
Expedia GroupTravel Sales Specialist
Aug. 2019 - Nov. 2023
Flora CoutureVice President of Operations
May. 2018 - May. 2019Las Vegas, Nevada AreaThere is no other floral and event company in Las Vegas that caters to their customers in the way Flora Couture does. We take the time to carefully build each relationship one client at a time. From small-scale intimate occasions to elaborate milestone events, our expansive offerings are distinctly Flora Couture. Because we love what we do, we proudly procure flowers hand-plucked from around the globe, unique to our brand and impeccably chosen by our leaders. Key Responsibilities - Provide a wide range of administrative, operational and strategic support for 3 owners
-Direct the day-to-day property meetings, assignments and coaching service standards
-Responsible for tracking operational commitments and aid in assuring consistent delivery
-Build professional relationships with outside allies in alignment with mutual goals
-HR support / creator of SOP’s, P&P’s and Company Handbook, and business tracking reports
-Company recruiting, interviewing, on-boarding, training and scaling teams
-Create company collateral for seasonal, promotional and cross-segment marketing
-Managed the annual employee performance review process and professional development programs
IntroDeuce Las VegasClient Success Manager
Apr. 2017 - May. 2018Las Vegas, NevadaIntroDeuce Las Vegas is a “hospitality partnership” marketing and special events company. With several years of expertise in the Las Vegas hospitality industry, we've built a network of established partnerships that we want to share with our clients. Native-born, city ambassadors and a trusted source allows us to take our clients and their company to the next level! Keeping our clients top of mind with strategic, proven methods while building and educating our hospitality partners is what we do. Key Responsibilities - -Assist CEO in developing existing relationships through media, social engagement and events -Identify and establish new accounts/vendors to manage and market within the IntroDeuce portfolio -Operate as the lead point of contact for all matters specific to my clients
-Plan, build and maintain strong, long-lasting client and hotel industry relationships -Establish and educate relevant client products to all hospitality industry professionals -Monthly and quarterly initiatives created, recorded and reported to IntroDeuce CEO -Create, organize and execute monthly events in promotion
Wyndham WorldwideHotel & Guest Services Manager
Nov. 2016 - Apr. 2017Las Vegas, Nevada AreaWyndham Hotel Group offers brands in lodging franchising, vacation ownership, vacation rentals and vacation exchange. It is composed of more than 9,000 hotels under 21 brands spanning more than 75 countries in six continents, competing in brand markets ranging from economy to upscale. Key Responsibilities - -Daily resort operations and management of teams for Front Desk Reception, Bell and Guest Services, PBX and telecommunications, and resort retail outlet -Collaborative and strategic planning with Executive Leadership for the purpose of revenue building, guest loyalty and brand awareness
-Coordinated with the HR Manager on implementing new policies and procedures
-Created and implemented strategies focused on retaining high performing employees
-Positive and optimistic representation of resort and the Wyndham organization to all guests, vendors and team members -Inventory management, renovations project liaison, property and guest management
-Scaling of a new front-of-house team: Interviewing, hiring, customer service training and on-boarding
-Resort liaison to all guests and service advocate regarding all issues, challenges and concerns
Red Rock Casino Resort & SpaChef Concierge & VIP Manager
Mar. 2006 - May. 2016Las Vegas, NevadaRed Rock Resort is a destination resort, casino and spa with 809 rooms/suites. It is owned and operated by Station Casinos on 70 acres located 13 miles off the Las Vegas Strip in Summerlin, Nevada. Built after it's namesake nearby National Park, Red Rock is Station Casinos first billion dollar property and their luxury brand flagship. Key Responsibilities - -Resort pre-opening/opening manager and critical path leader
-Brand representative within the global hospitality community via national and local networking, association meetings, industry events and social media
-Scaled multiple teams: Interviewed, hired, coached and mentored staff
-Procure, interview and on-board vendors compatible to property brand and guest needs -Cross-departmental AAA Guest Service training and development for all front-of-house teams
-Exemplary people management
-Developed an application platform custom tailored to guest experiences and preferences
-Tailored an existing program database to over 1,000 varied vendors -Increased employee engagement through personal and professional development
-Created and executed finely detailed itineraries for c-level executives and high profile guests
-Managed the employee performance review process and professional development programs
-Generated sales reports/calculate commissions based on hours worked and vendor agreements
The Venetian I The Palazzo, Resort Hotel & Casino I Las Vegas Sands Corp.Lead/Assistant Chef Concierge
Jul. 2000 - Mar. 2006Las Vegas, Nevada AreaKey Responsibilities - -Dynamic and creative scheduling for a team of 30+ -Time keeping for accurate commission disbursement -Monitoring daily job performance per individual and team goals -Generation of daily key performance assessments -Improve day-to-day efficiencies by monitoring call volume, business flow and managing challenges
-Department trainer for best practices / incentivizing to produce peak performance -Manage guest crisis by efficiently responding to and resolving all issues in timely manner
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