Leverage logistics of training events, including pre-planning, materials and location research, set up, and training facilitation.• Lead consultancy for Train the Trainer Initiative and Five Star Service Workshops for three hotel properties in Shanghai, China; an estimated 500+ participants.• Develop training materials and procedures to ensure facilitate development of sessions.

Consulted with property leadership, specifically Executive Committee members and other senior leaders, in order to achieve enterprise goals in the areas of performance management, talent development, team member engagement, and talent retention strategies.• Was responsible for implementation and delivery of enterprise performance management initiatives including leadership goal setting and talent review processes.• Performed needs analyses using feedback to gauge performance management issues of leaders and identify potential solutions to improve desired behaviors.• Conducted departmental and property wide focus groups to gain insight on how to improve the team member and guest experience.

Provided consultation to property, including Executive and senior leaders, in order to achieve organizational goals in the areas of guest service, profitability, and team member engagement, while ensuring compliance and safety training is completed by 2000 team members.• Facilitated new hire orientation for all team members.• Partnered with all property departments to ensure completion of safety and compliance corporate training requirements.• Analyzed service training opportunities by continually meeting with departmental leaders.• Conducted needs analyses to determine departmental training needs and provide recommendations.• Managed property LMS administration to ensure accountability to corporate standards.

Provided consultation to property, including Executive and senior leaders, in order to achieve organizational goals in the areas of guest service, profitability, and team member engagement, while ensuring compliance and safety training is completed by 1000 team members.• Partnered with all property departments to ensure completion of safety and compliance corporate training requirements.• Analyzed service training opportunities by continually meeting with departmental leaders.• Conducted needs analyses to determine departmental training needs and provide recommendations.• Managed property LMS administration to ensure accountability to corporate standards• Provided learning and development operational support to Empire City Casino in Yonkers, NY.

Directed Spa & Salon operations while implementing initiatives that promoted wellness and relaxation and led to guest satisfaction. Oversaw product levels ordering and maintenance, execution of sales and marketing initiatives, hiring and development of associates, following company standards and procedures.• Planned and implemented processes that drove Spa/Salon revenue 10% from late 2019 to early 2020.• Evaluated staff guest interactions to garner opportunities to enhance service levels while guiding Spa & Salon staff to improve service interactions following feedback from GuestView survey and Social Media review.• Supervised pool operations during operating hours while enforcing safety and sanitary procedures in pool area.

Spearheaded pre and post opening training and development for over 400 team members from all departments, including EVS, Front Desk, Front Services, Guest Services, Housekeeping, and Spa/Salon, while liaising with other MGM properties to establish service and operations best practices during pre- and post- opening. Collaborated with Hotel teams to develop Standard Operating Procedures pre-opening while overseeing audits and enforcing SOP’s post-opening. Created new hire checklists for each position in the Hotel Division. Presided over departmental meetings with Hotel Leadership to evaluate hiring and training needs in addition to brainstorm strategies, opportunities, and gaps to improve hotel operations.• Managed all aspects of training, including programs implementation for new hires, online Learning Management System (LMS) for all team members, developmental plans for current associates, including coaching and feedback, and Compliance and Safety training for Hotel Division to comply with corporate requirements and protocols. • Catapulted hiring logistics for Hotel Division, ensuring compliance with recruiting, hiring, and on-boarding processes for new members and continuous adherence to the SHOW Service Standards.• Conceptualized and developed Guest Service classes, according to SHOW Service and Forbes Travel Guide Standards.• Coached Hotel Operations and property Leadership on targeted proactive actions to prevent service pitfalls and improve current service levels, based on guest feedback.• Supported first Kaizen event for Housekeeping to optimize efficiencies in Sequence of Cleaning and general operations standards.

Coordinated training events, including pre-planning logistics, set up, materials and location research, in addition to overseeing new hire orientation. Authored departmental standard operating procedures while accelerating audits of training and service to identity areas of deficiencies and devise plan for improvement.• Designed computer and web-based training for associates while supporting implementation of LMS system for training and development. • Partnered with HR team to devise employee engagement events while also contributing to interviewing, benefit administration, and other employee-related initiatives.• Architected and launched Employee Appreciation program to recognize team members for their effort and commitment.

Specialties: Multi-Line Insurance solicit producer that specializes in protecting my clients when the "if" happens. Licensed with state of Michigan in Property/Casualty, Life, and Health with the Tyler Milner Agency.

Led guest service re-training for all 450 Hospitality employees. Orchestrated new hire training for Front Desk, Food & Beverage, Concierge, and Call Center, interviewing Call Center prospects, and acting as Call Center Manager. Supervised 50-55 staff members.• Created guest service and employee etiquette-related workshops to maximize service levels and mentor associates to ensure compliance with AAA standards.• Assisted in crafting Leadership Development program to advance services for Housekeeping Management.

Assisted guests with anything related to their stay, while adhering to Mobil 5-Star, Triple A 5 Diamond standards.