Stephanie Mchugh Email & Phone Number

Las Vegas, Nevada

• Transformed and led the functional area of succession planning, leadership development, performance management, internal communications, employee engagement, and employer brand.
• Conducted officer-level talent reviews to identify high potentials and introduced talent assessments and succession planning.
• Coached leaders on gaps in competency behaviors and developed customized plans for growth.
• Launched new HR technology which transformed the way HR interacted with the business.
• Developed training programs based on business strategy with alignment to company goals.
• Assisted with the development of Employee Resource Groups.

Las Vegas, Nevada Area

• Developed and launched a rotational summer internship program allowing interns to maximize their experience.
• Led the annual employee engagement survey, responsible for logistics as well as survey reporting and action planning based on results.
• Coached employees through one-on-one sessions to develop specific competencies.
• Developed property-wide Goal Setting, Mid-Year Review, and Year-End Review processes.
• Developed manager-level training in response to engagement survey feedback.

MGM Grand

• Administered a full life-cycle talent management strategy process in support of the MGM Resorts People Philosophy, Engage, Invest, and Inspire.
• Conducted needs analysis to identify appropriate training solutions and course objectives.
• Supported ongoing Company-wide performance and leadership competencies through administering the performance management process including goal setting, mid-year and year-end reviews as well as competency assessments.
• Developed Leadership Cross-Training; an individualized program designed to take high potentials from Director to Vice President level careers.

Las Vegas, Nevada, United States

• Led leadership training programs and trained weekly high potentials.
• Designed a property-wide onboarding program allowing new hires the benefit of effective onboarding and included coaching and feedback sessions.
• Led property-wide employee opinion survey, responsible for logistics as well as survey reporting and action planning based on results.
• Redesigned property New Hire Orientation to drive customer service basics and property brand message.
• Responsible for the learning management system; assigning courses, uploading completions, and running of reports.
• Co-designed and facilitated guest service training in 8-hour, 4-hour, and two-hour classes for 8000+ employees.

• Served as the designated trainer responsible for facilitating New Hire Orientation.
• Responsible for the learning management system; assigning courses, uploading completions and running of reports.
• Independently assign, track, upload completions, and troubleshoot issues and process reports for all property Safety training including Life Safety and Evacuation for 8000+ employees.
• Helped design and facilitate guest service training in 8 hour, 4 hour and two hour classes for 8000+ employees.

• Trained staff on customer service, retail and computer systems.
• Responsible for monthly inventory and maintaining supplies and retail products.
• Responsible for employee onboarding.
• Handled and resolved customer complaints through service recovery initiatives

• Trained and developed standard operating procedures for hotel division employees.
• Wrote training manuals for Revenue Management, Front Desk, Valet, Bell Services, and Retail.
• Assisted Retail with training of new POS systems, up-selling techniques, and merchandising.
• Helped develop training materials for merchandising and up-selling techniques for Retail employees.

• Handled and resolved customer complaints through service recovery initiatives.
• Trained fellow employees and management in service initiatives focusing on service culture and employee engagement.
• Maintained customer service reports for key result areas.
• Responsible for employee recognition programs.