Eboni Wilson Email & Phone Number

Elmont, New York, Us

Las Vegas, Nevada, Us

Advanced to this role to customize and deliver MGM best-in-S.H.O.W. specifically for entertainment division. Scope encompassed recalibrating key components of S.H.O.W. – originally developed for MGM hotels – and stewarding consistent communications so stakeholders on all levels could understand standards and expectations. Implemented S.H.O.W. for this division in the wake of challenges impacting leadership and service; named 3rd Director in 3 years. Installed leadership team and directed 200+ staff.► Principally guided S.H.O.W. train-the-trainer program for entertainment division, demonstrating execution and providing tools to promote adoption of best practices.► Developed communications framework, specifying timelines, emails, and best practices within S.H.O.W., and enhanced employee understanding and engagement by leading monthly dialogue sessions with the team.

Las Vegas, Nevada, Us

Articulated department vision and provided program leadership during sweeping change, as operations conducted by vendor in place for 16 years since opening day were transitioned in house. Capitalized on opportunity to invite top-performing staff from vendor’s organization to apply, and diversified department leadership by recruiting high-quality minority candidates. Defined strategic plan, fostered cross-functional collaboration, and drove continuous improvement.► Structured learning and development operation. Built curriculum of mandatory and elective LinkedIn learning and entertainment-specific courses, and designated courses for associate, management, and executive levels.► Increased staffing revenue five-fold for conventions and events, by realigning contracts to stipulate MGM’s right to define staffing levels and require use of MGM staff.

Los Angeles, Ca, Us

Promoted to this role at Brooklyn Sports and Entertainment, and orchestrated multiple, large-scale, local, regional, national, and international events, including concerts, NCAA championships, NBA Draft, and NBA All-Star Week. Integrally supported transition to new leadership team: Director, Manager, and Coordinator, by providing expert guidance and consultancy to Director. Managed 2 union contracts and oversaw 2 full-time coordinators and 350+ part-time staff.► Maintained service excellence, capturing 92% guest satisfaction scores during leadership change and new programming for the building and department.► Raised guest satisfaction scores 10% in 1 year by launching Brooklyn’s Best training program, in partnership with Disney Institute.

Los Angeles, Ca, Us

Articulated vision for this new department, in collaboration with leadership team, and formulated strategic plan to ensure event operations and service consistently exceed expectations. Defined SOPs, onboarding processes, training program, and rewards and recognition system. Managed 2 union contracts and oversaw 2 full-time coordinators and 350+ part-time staff.

Washington, Dc, Us

Stewarded change in the wake of sweeping leadership turnover, spotlighting need to evolve stagnant procedures, paving the way to brand the guest service program. Wholly revamped procedures governing recruitment, orientation, training, and employee engagement. Evolved culture to promote awareness of guest service initiatives, programs, and objectives. Directed full-time coordinator and 350+ staff.► Slashed absenteeism 15% by migrating manual scheduling to automated, essential for proper time and attendance management and proper staffing levels for 200+ events annually.► Transformed culture of perceived favoritism by introducing reward and recognition program, increasing morale, performance, and retention, all translating directly into an enhanced customer experience.

Charlotte, Nc, Us

Provided leadership to cohesive, high-performance team interacting with guests at this hands-on family science museum, distinguished for providing STEM education, programs, exhibitions, and events for students.