I continue to support and oversee Guest Experience and now in addition, I also support hotel operations including Front Services, Front Desk, VIP Lounge, Housekeeping, Wardrobe, and EVS. I am helping to create efficiencies and provide good communication to these areas while working with all other departments on property.

Oversaw all operations at this property and assisted the Vice President and Managing Director.

Oversaw daily operations of Hotel and F&B departments.

Oversaw and assisted with daily operations of the Hotel Front Office, Concierge, Resort Services, Valet, Bell, Housekeeping, Public Areas, and Wardrobe areas.

Oversaw the operations of Front Office, Guest Services, VIP Services, Housekeeping, Laundry, and Casino Valet, of this 140,000 sq. ft. property and 282 room hotel.

Oversaw the operations of Front Office, Guest Services, VIP Services, Housekeeping, Laundry, and Casino Valet, of this 140,000 sq. ft. property and 282 room hotel.

I managed dock operations including daily deliveries of up to 16 trucks of clean and soiled linen/terry daily, averaging 5,000lbs of linen/terry, 3,800lbs of which was solely Housekeeping which my staff of 20 moved throughout the 2,716 room hotel. I reviewed patterns of stains and machine cuts using the rag out process in order to detect potential or on-going laundry problems. I was second in command for a $6,200,000 project of implementing new linen throughout the hotel. I also implemented a 3 month-long, 4 person, specialized quality assurance program that daily sorted 2,000-10,000 pieces of linen Then, I created an Excel tracking system to show good-quality vs. below standard quality ratios of this existing linen inventory. I monitored the laundering of different department items such as Pool terry (1,500-16,000 pieces/week), Spa linen/terry (17,000 pieces/week), Banquet linen (6,000 pieces/week), Food and Beverage linen (9,000-23,000 pieces/week). I also monitored a vigorous quality assurance procedure that a staff of 2 used to process over 2000lbs of Housekeeping linen/terry daily. I verified invoices of off-site vendors that processed high-end items with a smaller inventory such as Villa linen/terry and bedding; for example, the annual villa budget was $542,000 and the bedding budget is $803,000 of a total $9,000,000 linen budget. Every month, I completed thorough inventories of bedding (85,000 pieces), villa (7,500 pieces), linen (106,000 pieces), and terry (45,000 pieces). I supervised and trained staff on the Linen Database input of clean and soiled linen by name, pieces count, and accurate poundage. I prepared and presented Performance Reviews with my staff to maintain accurate expectations of responsibilities. The Linen and Laundry annual expenses of $10,800,000 was 22% of the entire Housekeeping department annual budget.

I managed daily housekeeping operations on three floors with a staff of 25 consisting of guest room attendants, quality assurance supervisors, utilities, and house persons. I inspected the room quality of 15-40 rooms per day (Standard room size ranging from 640sqft up to Villas at 7,000sqft) as a Floor Assistant Manager using a detailed checklist. A passing score was 80% or better to meet Forbes 5 Star standards. I also trained guest room attendants on self-inspection program in order to improve their quality and productivity. I held pre-shifts with an audience of 26 Assistant Managers and Managers and also with an audience of 18 guest room attendants. I created daily guest room attendant task sheets of 12 credits, balancing check-outs, stay-overs, travel time, and bed count. I generated reports for 26 Managers and Assistant Managers that notified them of current room status, engineering and utility work orders, out of service rooms, and arrival times of VIP, casino, group, and priority blocks. I also monitored the guest queue at all times and reported changes of priorities to the respective floor managers, verified the checkout status of rooms with front desk throughout the afternoon in order to ensure productivity on the floors.

I supervised daily front desk staff of 10 and VIP Lounge butler staff of 3. With my staff, I monitored appropriate behavior, appearance, scheduling and daily productivity that corresponded with Wynn standards. I created an employee incentive program to inspire employee morale through interactive team-based activities which generated an increase of 2 email collections per representative and an increase in upgrades by 10% on a monthly basis. I trained staff on over 200 different rate codes for various promotional bookings. The rate code training included details, what was included, and billing procedure. Then, I created a grave shift training manual that outlined all areas of responsibility, listed all available resources during night hours, and gave detailed instructions on how to run nightly reports. Every day, I resolved guest issues without further escalation using empowerment, other department resources and research skills. I also delegated tasks to staff such as curb-side check ins and room inspections; coordinated with in-room dining, housekeeping, casino marketing, and executive offices regarding VIP and priority arrivals, and amenity deliveries.

I checked guests in and out of the 141 room private Tower Suites Tower. Daily, I settled folios ranging from $1,000 to $50,000 spending. I booked 10-20 restaurant, show, and nightclub reservations daily, created and canceled 5-10 room bookings daily. I always provided 5 Star and 5 Diamond rated guest service according to AAA and Forbes standards while being graded on performance. I also served drinks and appetizers to high-spending casino guests in the VIP lounge which accommodated up to 20 people at a time.

I checked guests in and out of the 2,034 room, high-volume, Resort Tower with an ADR of $158. I performed approximately 80 transactions daily including folio settlement, upgrades into 4 separate towers, guest complaint resolution with empowerment, and reservations updates on the length of stay

I performed CPR, first-aid, and used life guarding skills while guarding four main pools at a 4,700 hotel property that ran at over 86% occupancy during the summer season.

During my internship, I learned various functions of the Human Resources Department such as job application screening, orientation preparation, and proper filing and organization of current, potential, and past employee files. I also learned the process of FMLA of current employees regarding date of submission, appeal and return to work statuses. I processed over 45 applications for open positions daily including reference and background checks. I also observed the bell desk, valet, front desk, housekeeping, and the concierge departments; learned the most important aspects of each such as excellence in personalized guest satisfaction, efficient delivery of services, and attention to detail throughout the property.

Handed out towels and checked guests' room keys, guarded three different pools including a moving river and a wave pool, cleaned up towels and trash, straightened chairs, monitored guests around pool and pool deck, administered first aid, CPR, and lifeguard skills as necessary