Experience

MGM Resorts International

• United States
• Hospitality
• 700 & Above Employee

• Director of Personalization

  • Aug 2022 - Present

• Executive Director of Distribution

  • Jun 2018 - Present

  Lead and mentor three departments encompassing 20 employees. Guide execution of Online Travel Agency (OTA), 3rd Party Reservations, and Rate Plan Build operations including connectivity, product development, and account management for portfolio of 20 national properties. Partner closely with cross-function partners, including direct marketing, revenue management, marketing, supply chain, finance, and legal to implement programs and promotions.• Analyze market trends and technology advancements, identifying distribution channel impact and insights. Develop recommendations to optimize distribution access. Saved $3M by identifying gap in collection process, rectified process and recovered funds in 1st year.• Fosters forward-thinking third-party connectivity and distribution practices; develop improved speed to market revenue strategies, status reports, and identifies and mitigates risk. Developed requirements and testing process for propriety system implementation, increased efficiencies and reduced manual labor.• Served as a project lead with internal department leaders to facilitate centralization of 3rd party reservations teams, streamlined processes and enhanced the third-party program experience.• Planned and led the deployment of two channel managers, produced significant cost savings through productivity, quality, and improving business processes. Automated 99.9% of 3rd party reservations. Show less

• Director of Third Party Connectivity

  • Sep 2016 - Jun 2018

  Led a talented team of 27 specialists, building the operations, metrics, and strategies while deepening team knowledge of all applicable rules, regulations, and industry trends. Served as the lead in the implementation and project management of technical and operational demands.• Spearheaded the development and connectivity of 24 partners into the Hotel Booking Solution (HSBI), automating the flow of transactions with travel suppliers and distributors.• Architected the plans to launch enhanced features in channel manager, increased revenue by $1.9B.• Defined the tools, processes, and technology to ensure adherence to technical standards of partner systems and implemented end-to-end systematic enhancements to drive operational effectiveness. Show less

• Electronic Distribution Manager

  • Apr 2013 - Sep 2016

  Served as a key partner in strengthening the department structure by developing channel distribution strategy plans aligned to the company vision. Developed and administered department programs and initiatives and led a team of 22 Channel Distribution Specialists.• Facilitated the project management scope of launching the new channel manager system (HBSI), validated and tested system functionalities. Completed project scope within budget and on time.• Served as an integral partner to resolve internal and external customer issues. Developed and launched internal service recovery standards and reduced customer issues.• Streamlined internal processes, procedures, and initiatives across various departments in order to improve controls, mitigate risk, and mature management of channel manager program.• Championed and delivered migration and connection project into PMS system. Drove the development, acceptance, QA testing, and implementation of Leisure and Transient Partners. Show less

• Channel Distribution Manager

  • Oct 2012 - Apr 2013

  Promoted into role to oversee the channel distribution team of 22 specialists and manage day to day operations. Implemented business strategies and protocols to ensure updated content on booking engines and Mlife.com. Ensured data quality from a schedule, budget, and deliverable perspective.• Directed full lifecycle project management for channel distribution projects for 15 property portfolio, with a key focus on data management and business intelligence solutions.• Actively consulted with business leaders and cross-functional teams to provide support and guidance on programs requiring technical and business expertise. Enhanced automation of processes and improved team performance. Show less

• Channel Distribution Specialist

  • Apr 2011 - Oct 2012

  Specialized in design, implementation, compliance, tracking, and monitoring performance of the channel distribution program. Repeatedly recognized for systematic approach to organization and data control. Created a team culture of service excellence, optimal productivity, and innovation with various departments.• Orchestrated companywide system updates to include daily transient and wholesale rate changes, new promotions, packages, and generation of links in Opera system and hotel websites.• Implemented and maintained forecasting and room rate analysis reports, providing daily reports to leaders with analyzed metrics insight-driven decisions, driving optimal revenue results. Show less



Bellagio

• United States
• Hospitality
• 700 & Above Employee

• Assistant Manager of Group Reservations

  • Oct 2010 - Apr 2011

  Promoted into position to oversee the group reservations function and execute the group sales strategy of a 4,933 room hotel. Developed and trained 14 Specialty Room Reservation Agents. Built a performance culture, framework, and review processes to achieve service levels, sales targets, and achievement of department goals. • Increased group sales profitability by launching promotions, managing room rates, and corresponding with group contacts professionally. • Cultivated strong and collaborative relationships to enhance the group experience, partnered with all areas of the resort including catering, conference services, sales, front office, and resort services. • Ensured effective and consistent communication throughout the team, garnering feedback and customer insights to enhance the guest experience. • Prepared daily operational reports with status of room count, rate analyses, daily booking pace, forecast to actual, and promotions, to assist business leaders with decision making and boost revenue potential. * Previous positions held: Group Coordinator & Guest Service Representative (Front Desk) Show less