Experience

Virgin Hotels Las Vegas

• United States
• Hospitality
• 1 - 100 Employee

• Information Technology Operations Supervisor

  • Jul 2023 - Present

• Junction Manager (Front Office Manager)

  • Nov 2020 - Jul 2023

  Assist and develop all departmental SOPs, help facilitate and coordinate OS&E load in, rehire and train returning Team Members, coordinate compliance training, build all schedules, ensure accuracy of biweekly payroll, oversee Front Desk and PBX daily operations, resolve escalated guest challenges, implement labor standards, hire and develop new talent and ensure Hilton and Virgin standards are being met.



Luxe Pricing

• United States
• Hospitality
• 1 - 100 Employee

• Director Of Training

  • Feb 2020 - Nov 2020

  Provide support and extensive Front Desk knowledge to ownership and partners. Facilitate in person training and share best practices. Host zoom meetings and demos. Help Desk support technician. Ensure program meets work-flow standards. Implement new ideas and assist with software development. Take notes of suggestions and follow up with clients. Write SOPs and training manuals. Assist with implementation and account creation. Provide support and extensive Front Desk knowledge to ownership and partners. Facilitate in person training and share best practices. Host zoom meetings and demos. Help Desk support technician. Ensure program meets work-flow standards. Implement new ideas and assist with software development. Take notes of suggestions and follow up with clients. Write SOPs and training manuals. Assist with implementation and account creation.



Hard Rock Hotel & Casino, Las Vegas

• United States
• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Mar 2013 - Feb 2020

  Oversee all operations pertaining to Front Desk, Concierge, and Front Desk Management. Resolve escalated guest challenges. Make weekly schedules and ensure labor standards are met. Create SOPs and implement new processes. Rollout new incentives for revenue generation. Assist property with engagement activities such as Guest Service Appreciation week, food drive and holiday decorating. Collaborate with Call Center to create programs and initiatives for both departments. Assist in annual creation of budgets and forecasts. Attend P&L meetings, and fraud prevention with merchant services. Ensure leadership team is trained on proper downtime procedures and has adequate tools to perform their job. Communicate escalation protocol and ensure guest and team member confidentiality. Post job openings and conduct casting calls and job interviews to search for the most qualified team members. Assist the Director with any projects or deadlines. Perform annual performance appraisals. Monitor and coach agents and managers on verbiage and etiquette. Respond to guest correspondence via email, Expedia realtime and Digital Alchemy. Help Accounting resolve disputes and chargebacks. Review daily counts and revenue reports & projections. Yield rates based on demand, city averages and occupancy. Assist Revenue Management on the weekends with selling out the hotel. Manage inventory on Hotel Tonight and balance room rack. Create fire sales and capture upgrade opportunity based on pricing power. Ensure the work environment is upbeat and inviting, and be supportive and motivating to all. Received award for most inspiring and motivating Manager in 2015. Show less

• Front Desk Manager

  • Sep 2011 - Mar 2013

• Front Desk Trainer

  • Aug 2010 - Sep 2011

• Front Desk Agent

  • Mar 2010 - Aug 2010


Brady Industries
• United States
• Information Technology Business System Analyst

  • May 2009 - Mar 2010

The Mirage
• India
• Online Audio and Video Media
• 1 - 100 Employee
• Assistant Front Desk Manager

  • Feb 2006 - Jun 2008

Best Buy
• Retail
• 700 & Above Employee
• Frontend Manager

  • Oct 2003 - Jan 2006