Mario Jacques Email & Phone Number

Las Vegas, Nevada, Us

In my current role, I oversee multiple departments, including Casino Marketing, VIP Operations, Guest Services, Group Operations, PBX, Billing, and telecom operations, ensuring seamless communication, exceptional service, and operational efficiency. Collaborating with cross-functional teams, I lead initiatives across the entire property, and for all 3 brands at Resorts World Las Vegas Crockfords, Conrad, and Hilton, delivering a best-in-class experience for all guests. Leveraging analytics, I prioritize key projects, track success metrics, and drive timely results. By working closely with senior leadership, I align strategies to optimize guest journeys and enhance profitability, while mentoring team members to foster a high-performance culture.

Las Vegas, Nevada, Us

As the Assistant Director of Hotel Operations at Resorts World Las Vegas, I was instrumental in the successful opening of the property. Since then, I’ve led numerous innovative initiatives. Notably, the implementation of Genting Rewards auto enrollments and upsell strategies, which have not only generated over $3M in additional revenue but also helped us reach over 1M active Genting Rewards users.To optimize our operations, I introduced a Hotel Statistics Tool for accurate forecasting and set up reporting systems to manage outstanding accounts.I’ve demonstrated leadership by ensuring the achievement of redemption thresholds for our Hilton, Conrad, and Crockfords brands, generating an additional revenue of over $7M to date.Recognizing the importance of employee engagement, I collaborated with HR to conduct our property’s inaugural culture of view survey. This initiative was part of a broader effort to foster professional growth and talent retention, for which I developed a comprehensive Leadership program with a focus on succession planning.In a bid to enhance guest satisfaction, I worked in collaboration with Hilton and Oracle to refine our existing solutions. This was complemented by my efforts to spearhead the implementation of new technology for our Front Office software and hardware, thereby boosting our operational efficiency.As a testament to my commitment to creating an inclusive work environment, I am a founding member of The Diversity, Equity, & Inclusion council. This commitment is deeply ingrained in every aspect of my work and leadership, permeating all facets of our operations.

Las Vegas, Nv, Us

As a seasoned senior leader in the Hotel Division, I managed departments including Front Desk, Bell & Door (union), PBX, and Call Center, overseeing a team of 120 employees, including 14 managers and 6 supervisors. I collaborated with Brand Development to create a successful suite upsell campaign, exceeding the $2.4 million goal and achieving the highest capture rate in the company. Additionally, I developed The VIP Experience program, generating $220k in revenue. By prioritizing guest experience and operational efficiencies, I boosted Mobile Check-in incremental revenue by an impressive 56% year-over-year. I monitored departmental P&L and the general ledger, aligning budgetary goals with CFO expectations. Finally, my implementation of a property smoking policy led to a substantial 37% annual increase in ancillary revenue.

Las Vegas, Nv, Us

Las Vegas, Nevada, Us

With unwavering determination, I swiftly accomplished the ambitious yearly revenue goal of $900,000 in an impressive four-month timeframe. By proactively exploring untapped opportunities and implementing highly effective sales strategies, I consistently outperformed revenue targets. My unwavering focus on building and nurturing strong client relationships was evident as I maintained existing connections and forged new ones through impactful site inspections, captivating luncheons, strategic business travel, and unforgettable experiences. Leveraging my expertise in contract negotiation and keen awareness of industry trends, I confidently maximized revenue, playing a pivotal role in the Hotel's resounding financial success.

Las Vegas, Nv, Us

As a liaison between Front Desk Operations and Convention Sales and Services, I effectively facilitated seamless coordination and communication. By closely collaborating with clients, I ensured their rooming needs were met to the highest satisfaction. Acting as the representative of Front Desk Operations, I actively participated in Pre-Convention and Post-Convention meetings, contributing valuable insights and ensuring a smooth event experience for clients. Additionally, I diligently maintained and executed staff engagement programs, proactively monitoring team performance to foster a motivated and high-performing workforce.

Las Vegas, Nv, Us

Excelling in guest service interactions, I consistently responded in a professional and timely manner, skillfully resolving issues to achieve positive outcomes. In my role, I held responsibility for overseeing all front desk operations and spearheaded training and development initiatives for a team of 50+ staff members. With unwavering commitment, I consistently delivered excellent service in alignment with the property's core service standards and brand attributes, ensuring a memorable and satisfactory experience for guests.