- Managed Rolodex of over 200 high-spend, non-gaming guests, creating rapport, loyalty and repeat visits to property by hosting each guest, which included reservations at MGM Grand, SkyLofts and The Mansion.- Assisting with booking hotel reservations, performing private check-in’s, confirming transportation, confirming reservations to restaurants, shows, spa/salon, golf, nightlife, etc, and ensured VVIP treatment at each venue. - Created personalized itineraries for each guest’s stay, making for an elevated and exclusive stay. - Launched the expansion of the Luxury Experience department at MGM Grand Hotel & Casino, creating SOP’s, guidelines and policies which fit the properties needs while also adhering to Corporate and Forbes standards. - Worked with several departments on-property to ensure a guests visit was nothing short of perfect, including Front Desk, Room Coordinators, Housekeeping, Engineering, Transportation, Food and Beverage, Entertainment, In-Room Dining/Amenities, etc. - Managed all guest experience issues immediately and effectively. - Assisted in Customer Development and generated an additional $300,000 in revenue in Q4 2019.

- Lead a team of over 110 Guest Service Representatives on a daily basis, presenting them with accurate and up-to-date information prior and during their shift to ensure ultimate guest service and satisfaction.- Performed the nightly audit regularly, ensuring all systems were fully functional, washed room blocks and released holds, and accurately reported occupancy levels for both Mandalay Bay and Delano.- Actively strived to generate additional revenue for the Company by assisting the team with pushing upsells when possible.- Planned, organized and implemented the use of digital suite handbooks on iPads at the Front Desk for utilization by Representatives to showcase suite types and layouts to guests at check-in, generating additional revenue for the Company.- Worked with Senior Management and Corporate on a daily basis to push full occupancy on a nightly basis. - Acted as Security when there were elevator delays with guests, expediting Officers and Facilities to resolve the issue.- Overhauled task sheets and filing, shift trades and payroll auditing for Assistant Front Desk Management team to effectively use through each shift.- Routinely worked with sister properties to relocate guests prior to their arrival on sold-out nights.

- Lead and work alongside team of 40 representatives, who offer front desk and concierge servicesin accordance with Forbes Five Star and AAA Five Diamond standards- Assume full responsibility of the department in the absence of senior management- Resolve guest issues immediately and follow up to ensure guest’s satisfaction- Proficient in property management and concierge systems: Opera, HotSOS, and GoConcierge- Coach and develop team members by offering positive feedback- Manage room inventory and assignments by effectively communicating with other departments- Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized. - Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed. - Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials. - Complete the opening and closing shift checklist on a daily basis. - Promote the property’s outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pools. - Strictly enforce the privacy and confidentiality of the guests and limit requests for information pertaining to guests in accordance with hotel policies.

- Lead and work alongside team of 40 representatives, who offer front desk and concierge servicesin accordance with Forbes Five Star and AAA Five Diamond standards- Assume full responsibility of the department in the absence of senior management- Resolve guest issues immediately and follow up to ensure guest’s satisfaction- Proficient in property management and concierge systems: Opera, HotSOS, and GoConcierge- Coach and develop team members by offering positive feedback- Manage room inventory and assignments by effectively communicating with other departments- Assisted in the creation and implementation of In-Suite Check-In's at Sky Suites- Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized. - Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed. - Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials. - Complete the opening and closing shift checklist on a daily basis. - Promote the property’s outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pools. - Strictly enforce the privacy and confidentiality of the guests and limit requests for information pertaining to guests in accordance with hotel policies.

- Provide extraordinary service consistent with the property Sky Suite core service standards, AAA 5 Diamond standards, Forbes Travel Guide 5 Star standards and brand attributes. - After completing new hire training team member must successfully operate through 7 different computer systems while managing multi line phones, respond to urgent emails all while performing the daily job responsibilities. - Assist VIP casino, hotel and convention guest reservations with hotel registration, hotel check out, concierge requests and provide all other supporting services. - Be able to properly identify Company Executives to ensure that all of their guest reservations are accurate and up to date. - Be and stay knowledgeable on all dining and entertainment venues in the Las Vegas area including but not limited to: restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests. - Be able to describe, solicit and enroll guests in the M-Life loyalty program. - Be able to communicate eloquently and effectively through email, telephone and during face to face interactions. - Successfully pass quality assurance audits to include but not limited to: guest service shops, monthly concierge knowledge checks, and companywide secret shops. - Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction. - Contact all Sky Suites Hotel guests within 48 hours of a confirmed reservation and assist with all of their pre-arrival requests. - Assist in planning and creating itineraries for all incoming Sky Suites Hotel guests. - Greet guests upon arrival at the curb and escort them into the lounge for their registration needs. - Manage the property Sky Suites email inbox by responding to all email correspondence within 24 hours in addition to personal email. - Act as a liaison between multiple departments in order to execute elaborate guest requests room set gathering and special occasions.

Assisting guests with any and all requests, which include, but are not limited to, dinner reservations, tour reservations, show reservations, and spa and salon reservations. Staying up-to-date on latest offerings and attractions the city has to offer, while consistently visiting and learning about said attraction to better recommend to guests.Consistently enveloped in the world of fashion to better direct guests to the 46 designer boutiques we have to offer. Issuing high-limit gift cards for our exclusive clientele to use across all stores, as well as across all MGM Resorts properties. Informing guests of all aspects of design, development, construction, architecture and art pieces across the ARIA Campus, as well as providing personal guided tours through the property.

Graduated top-of-class in Front Desk Training, which included extensive knowledge of 20+ room types and amenities, resort offerings across the ARIA Campus, and making personal recommendations to each guest.Received vast education on Opera and HOTSOS computer application programs.Facilitated check-in and check-out procedures for an average of 150 guests on a day-to-day basis.

Assisted guests with check-in to the facilities, processed a variety of payments, delivered fun and personal service to guests, and matched guests with products used throughout their services.

Responsible for answering high-volume telephone lines, transferring calls property wide, taking accurate messages, greeting customers, checking-in guests for their services accurately and efficiently, and taking payments through cash, credit, and room charges without issue, while adhering to rigid Forbes Five-Star Standards.Assisted guests with any and all questions regarding therapeutic massage services and effectively used information gained to ensure guests needs are achieved. Attended to all guests needs with the utmost professionalism and attentiveness throughout spa facilities. Ensured all guest requests were being met during their time with us.Accommodated a record-breaking 273 appointments in January 2015.Scored a 100% at the Reception on a Wynn internal-shop in January 2015.

Attended to guest’s needs and preferences, helping them find proper sun care products, swimwear, and other sundry items while providing exceptional service, adhering to Five-Star and Five-Diamond Standards.Awarded top-seller of sunscreen across the entire property month after month.Garnered a Certificate of Merit from the Retail Division for going above and beyond for both the guest and company expectations.

Effectively matched high-end shaving utensils with customers using Gold Standard Selling Procedures through discovering needs and building rapport.#1 Highest Grossing and Highest Trafficked store in entire brand’s portfolio, with over 145 stores nationwide.