Experience

RMC, Your Destination Connection

• United States
• Hospitality
• 1 - 100 Employee

• General Manager

  • Aug 2022 - Present



Vacasa

• United States
• Hospitality
• 700 & Above Employee

• General Manager

  • Jan 2022 - Sep 2022

  Develop and grow relationships with over 100 property owners in the Big Sky, Bozeman, and Belgrade areas by proactively communicating and becoming the subject matter expert of those properties.Support my team with escalated guest and homeowner concerns and resolve in manner consistent with company goals and objectives. Manage an efficient and high-performing team, ensuring they are properly trained, effective, and adhere to all company policies and procedures.Meet and maintain company standards and metrics such as NPS, standard unit appearance, and efficiency. Manage a budget for the Big Sky, Bozeman, and Belgrade portfolio, adhering to set annual costs, with the ability to perform a cost-benefit analysis.



MGM Grand Hotel & Casino Las Vegas

• United States
• Hospitality
• 700 & Above Employee

• Hotel Operations Manager

  • Sep 2016 - Jan 2022

  - Doubled Front Office incremental revenue YOY with dedicated focus on guest experience through upsell offers upon arrival- Coordinate with Revenue Management to maximize occupancy and achieve “highest ADR possible”- Manage day-to-day scheduling of staff ensuring FTE per occupied room is in line with volume while maintaining appropriate level of guest satisfaction- Responsible for ensuring accuracy of department payroll - Oversaw department of 12 Front Desk Managers and 140 Front Desk Agents- Heavy focus on succession planning for managers and line level employees throughout MGM Resorts International - Assist with the hiring process for Front Desk Agents and Front Desk Managers including tasks such as: scheduling interviews, extending job offers, and scheduling orientation- Effectively implemented marketing strategies as well as provide innovative ideas to my leadership - Successfully coordinate with other departments to ensure hotel room related projects are completed- Create and implement Front Desk Lead program, designed to groom and train line level agents for future managerial roles and develop leadership skills- Provide leadership and direction to improve the guests service and experience, consistent to the company’s service standards

• Front Desk Manager

  • Sep 2014 - Sep 2016

  - Managed daily Front Desk operations for a team of 150 Guest Service Representatives - Assisted with the development and implementation of new departmental policies and procedures - Led and implemented the Front Desk Council project of 8 rotating members- Oversaw inventory management to maximize upsell opportunities for the department- Continuously led the team with strategies and motivation to achieve a strong position in upsell revenue - Provided effective coaching and growth opportunities to Guest Service Representatives - Successfully filled in as Relief Hotel Operations Manager

• Hotel Concierge

  • Feb 2011 - Sep 2014

  - Presented personalized guest service to hotel guests, including but not limited to assisting with: dinner, show, tour reservations, and special amenities- Collaborate with different hotel departments to ensure seamless experiences for guests- Assist guests by resolving issues in a timely manner, also recognize and resolve any potential challenges that may impact the guest’s experience



Luxor Hotel & Casino

• United States
• Hospitality
• 300 - 400 Employee

• VIP Concierge

  • Jun 2010 - Feb 2011

  - Presented VIP service to preferred Casino guests, including registration, reservations, and amenities- Provided information about the hotel and events throughout Las Vegas- Ensure guests experience an enhanced level of guest service by going above and beyond their expectations - Presented VIP service to preferred Casino guests, including registration, reservations, and amenities- Provided information about the hotel and events throughout Las Vegas- Ensure guests experience an enhanced level of guest service by going above and beyond their expectations



MGM Grand Hotel & Casino Las Vegas

• United States
• Hospitality
• 700 & Above Employee

• Assistant Executive Housekeeper

  • Jan 2010 - Jun 2010

  - Provide exceptional service to all guests and ensure employees follow standards and operational procedures that are set in place- Conduct coaching of employees, provide developmental feedback, promote teamwork and employee recognition- Implement and ensure all departmental and on/going training has been conducted and completed for all employees - Complete room inspections and quality checks with floor managers to ensure brand standards are met. - Communicate any maintenance issues to Engineering and Front Office to ensure rooms are up to hotel standard- Conduct daily, weekly, and monthly meetings with staff to ensure guest service scores and departmental goals are met- Follow up with floor managers regarding room inventory and ensure guest room attendants cover room credits

• Front Desk Manager/Guest Services Manager

  • Jun 2007 - Jan 2010

  - Provided excellent guest service to all guests at registration and check-out- Determined solutions to escalated guest issues with care and fairness- Administered annual evaluations to front desk representative based on performance- Implemented new and current hotel policies & procedures for all department employees- Oversaw 25 employees for interdepartmental contact center at the front desk including scheduling, ensuring company policies and procedures are followed and employee productivity guidelines are met- Issue discipline to employees through progressive discipline for violation of company policies and procedures