-assisted guests with arrivals and departures-managed room inventory-maintained proper food handling in breakfast setup-responsible for system rollover and night audit-resolved guest inquiries with exemplary customer service

-maintained departmental standards and current knowledge of MGM Resorts International-completed competitive rate shops for FIT and Leisure market segments-completed all rate changes for all Core properties across all distribution channels-maintained rates for all distribution channels, including but not limited to Internet, Extranet, GDS, and PMS -assisted with management of block utilization for all market segments in order to maximize revenue-prepared room counts and pick-up reports for the Manager of Channel Distribution daily-conducted audits of all channels to ensure rate integrity-built and maintained promotional offers for MGM Resorts International’s Las Vegas properties

-prepared daily reports for Hotel Operations meetings and updated Casino Marketing with occupancy information-verified and processed credit card authorization forms for guest payment-transferred deposits for multiple bookings to insure smoother check-in process-composed and edited policy for the Group Reservations department-worked closely with travel agents to reserve and prepare for clients, especially in regards to the Affinity program which includes Virtuoso, Leading Hotels of the World and American Express Fine Hotels and Resorts among others-batched credit card payments for reservations booked via GDS and communicated accordingly with travel agents to secure payment for reservation deposits-reserved specialized bookings for executives, Guest Relations, and Wedding Chapel-prepared arrival reports and reservation coding for VIP and special guest bookings-insured cancelled reservations are refunded or charged accordingly to reach a zero balance-routed comps and promotions as well as managed rate codes and rate changes-tracked promotions using Lasata to show launch pickup through the end of promotions -verified transient reservations to prepare for a seamless guest arrival experience-responded to general inquiry emails from guests -prepared feedback from guest surveys via Market Metrix and distributed to appropriate department managers-nominated for Employee of the Quarter: December 2012-represented Bellagio at the annual Virtuoso Travelmart conference-evaluated Bellagio on AAA 5 Diamond standards of service and reported accordingly to department heads including Hotel Operations, PBX, Housekeeping, Food & Beverage, and Valet

-coordinated with multiple departments to control room & suite inventory to insure smooth operations, including managing status of VIP & special guest reservations-established preparation of rooms & suites for daily property tours by Concierge & Sales-ensured proper comping procedures for casino players-maintained Mobil 4 Star & AAA 5 Diamond level service to guests of the resort-commended by superiors for customer service & dedication to the company

-specially trained for Casino Services & Status positions as well as Group & Business Services-substituted for the Assistant Hotel Manager position-completed MGM-Mirage Manager Development Program training classes-turned standard newsletter into interesting, educational, & fun informational tool-composed policy & edited Front Desk Policies & Procedures Manual-responsible for supervising daily shifts of 4 to 20 employees-responsible for promoting TI’s Vision, CORE values, & Diversity mission statement-responsible for writing & issuing progressive disciplinary forms to employees-responsible for securing revenue for the company-responsible for resolving issues with Platinum level service and training others to do so-commended by superiors for customer service & dedication to the company

-responsible for the nightly operation of the hotel including customer & employee relations, system rollover, & balancing revenue-supervised front desk, maintenance, housekeeping, & restaurant activities

-prepared lessons and Power Point presentations, and instructed students in basics of English composition