• Oversee delivery of Service Excellence. Lead, direct and manage daily hotel operations including, but not limited to hotel budgeting and forecasting, strategic planning, managing balanced scorecard performance, implementing and complying with all company policies and standards, coordinating capital improvements and property improvement plans, responding to guests inquiries and resolving concerns, and meeting participation and facilitation• Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies• Implement and manage hotel's daily quality process to include, but not limited to, communicating goals, empowering team members, managing service recovery techniques and problem resolution and measuring satisfaction• Monitor and develop team member performance, particularly department heads and managers, to include, but not limited to, providing supervision, providing professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward• Recruit, interview, hire and train team members• In conjunction with the Director of F&B and the Executive Chef, you will oversee the activities of the Food & Beverage departments to maintain the high standards of food and beverage quality, service and marketing to maximize profits through outstanding customer service. • Oversight of Banquet Events, not limited to attending Pre-con meetings with VIP’s, daily communication with Meeting Planners, participate in Site Visits and attend functions to ensure service and product delivery.• Responsible for the Quality Assurance Inspections, Health Department, FH&R, Secret Shopper, Triple A and any other quality auditing and reporting.• Oversight of Member/Owner Relations and Presentations, Special Events, Guest Experience/Engagement and Follow up, Service Recovery, Security Recreation, Purchasing and Inventory.

• Direct and administer all Guest Services operations to include but not limited to guest service and registration (check-in/check-out) room inventory and availability guest service standards and initiatives product quality cost controls and overall profitability brand marketing initiatives developed by the revenue team systems use and management budgeting and forecasting department management policy and procedure implementation and enforcement and meeting participation and facilitation• Monitor and develop associate performance to include, but not limited to, providing supervision and professional development, scheduling, conducting, counseling and evaluations, and delivering recognition and reward • Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements accordingly • Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue • Implement and monitor all corporate marketing programs• Ensure associates have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events • Run and complete daily reports, analyze data and make decisions based on data • Resolve guest issues and concerns to guest satisfaction• Recruit, interview, and train associates • Participant in the Property Manager on Duty program• Certified to respond to emergencies including but not limited to the operation of the Fire Panel communication with emergency personnel such as Police and Fire Department.

• Property opening and on boarding• Creation and implementation of procedures and service standards• Design and creation of concierge desks and workspaces• Responsible for creation and implementation of training standards• Implementation of AAA Five Diamond Award standards and Forbes Five Star standards•Talent Sourcing•Vendor relations and vetting

• Top employee engagement scores as measured by Gallup• Club was consistently awarded Weekend Warrior Champion for delivering sales and revenue goals• Top club performance and company record for most membership sales and sales revenue for an outdoor operation grand opening and sales day• Developed 2 Assistant General Managers and several leadership roles from existing internal talent pool• Implemented new department and organizational standards• Improved club revenue performance in all metrics by developing existing team and fostering a club culture of engagement and empowerment• Created a strong culture of retention through developing strong interdepartmental relationships

• #1 department finish May 2019• Top 10 department finish February 2019• Top 2 department finish January 2019• Top Regional and Top 3 Company department finish for Quarter 4 2018• Developed 2 Member Services Managers while fostering a culture for internal growth• Implemented new department and organizational standards• Served as interim Café Manager in addition to daily responsibilities• Improved member connectivity from top 100 to consistent top 10 finishes in the company• Created a strong culture of retention through developing strong interdepartmental relationships

• Successfully opened club and finished with top box employee engagement score• Developed 2 Member Services Managers and 2 Assistant Managers while fostering a culture for internal growth• Created a strong culture of retention through developing strong interdepartmental relationships

• Responsible for Butler Services, Laundry/Valet, and Mini Bar teams• Implemented new department standards for service and internal audits• Fostered interdepartmental relationships of union colleagues to create new strategies and teamwork• Achieved top colleague engagement scores for the property• Implemented cost control initiatives by seeking new vendors and relationships• Improved department JD Power Ratings and LQA Service Audit scores• Responsible for the hiring, training, development, reviews, and coaching of colleagues• Created new training initiatives for Fire Safety and Butler Cross Training• Hotel Sustainability Champion

• Point of contact for Celebrity, VIP, and special attention guests• Contacted guests prior to arrival to provide a warm welcome and assist with requests• Send communication bulletins to departments notifying them of special attention guest arrivals• Provide leadership support for problem resolution and guest retention• Provide leadership support to the front office• Assist as a Manager on Duty• Redeveloped Guest Relations department• Created Five Diamond campaign and action plan

• Point of contact for Celebrity, VIP, and special attention guests• Contacted guests prior to arrival to provide a warm welcome and assist with requests• Send communication bulletins to departments notifying them of special attention guest arrivals• Provide leadership support for problem resolution and guest retention• Redesigned the hotel’s Mini Bar menu

• Assist in overseeing the Butler Services and Mini Bar Team• Implemented new management procedures and colleague feedback processes• Assisting with the interdepartmental relationships of union colleagues• Assisted with the redevelopment of Refreshment Center beverage and snack program• Redeveloped butler training program and departmental standard operating procedures• Assisting with the hiring, training, development, reviews, and coaching of colleagues

• Member of pre-opening team• Responsible for leading Housepersons, Valet, Door, Concierge, Information Systems, Engineers, and Security teams in the Residential Tower• Assisted in the creation of Luxury Quality Experience Standards for Residential division• Implemented and trained all colleagues on service procedures and Luxury Quality Experience standards• Assisted in the creation of our Residential Colleague Recruitment and Training Manual• Assisted in the hiring, training, development, and coaching of colleagues• Achieved top colleague engagement scores for the property• Responsible for the overall satisfaction and operation of the Residential Division• Created and executed luxury service training for team members and leadership of Louis Vuitton at Crystals

• Assisting in the training of new hires• Assisted with the training of new colleagues during the opening of Encore at Wynn Las Vegas• Received five star scores during Forbes inspections• Created and implemented new team member culture initiatives• Occasionally serving as a shift lead at Wynn Resort Call Center and Encore• Providing lateral service to Tower Suites Concierge at Encore and Wynn

• Member of opening team• Assisted in the creation and implementation of procedures and service standards• Assisted in the design and creation of two concierge desks• Responsible for implementation of corporate training initiatives• Peer Review Panel Member• Certified all concierges for JSA’s (Job Safety Hazard Analysis)• Created concierge certification program• Created training program for MIT (Management In Training) candidates• Implemented certification on AAA Five Diamond Award standards• Conducted staff interviews for QSP (Quality Selection Process)• Implemented 5 S’s Organizational Efficiency to Concierge Desk• Maintained luxury level service values in individual guest satisfaction as reported by Gallup• Organized and dispatched guest packages and their delivery

• Member of opening team• Assisted in the creation and implementation of procedures and service standards• Created directional and informational cards for the concierge desk• Assisted in creation of hand out information guides• Organized and dispatched packages and fax delivery• Organized and created restaurant menu book• Supervised Bell Desk and Door Staff

• Member of opening team• Assisted in the creation and implementation of procedures and service standards• Created directional and informational cards for the concierge desk• Assisted in the design and creation of new concierge desk• Developed and documented services sequences and processes• Created concierge training program for lateral service employees• Maintained luxury level service values in individual guest satisfaction as reported by Gallup • Organized and dispatched package delivery

• Member of opening team• Created concierge guide for property to utilize on Club Floor and Front desk during concierge off hours• Assisted front office with front desk duties and tracking of guest preferences• Assisted in creation of concierge position• Maintained and executed preferences of frequent guests• Inspected Rooms• Assisted in Guest relocation• Assisted in training of new front desk agents