Proven results in customer service, administrative and operational experience, with an emphasis on hotel guest service, VIP customers and all aspects of hotel operation. Highlights include an ability to manage complex operational processes, relationships, capital projects and long-term planning across multiple facets of an organization, always keeping customer experience front of mind.
Harrah's/Harvey's Lake TahoeJuly 2001 to March 2004Director of Hotel Operations Stateline, NV
Responsible for guest service operations for two (2) four-diamond resort properties with a combined total of 1273 rooms and suites.
Areas of direct responsibility included VIP Services, Front Office, Luxury Suites, VIP Player Lounge, PBX, Reservations, Front Services, VIP Limousines and Hotel Shuttle Operations.
Led internal re-opening and service integration for all hotel and VIP departments which included service philosophy, alignment, training, sequence of service and best practices implementation for all areas of operation.
Played a key role in the integration of systems and operations prior to and during the acquisition of second hotel/casino property (Harveys Lake Tahoe).
Led numerous system and operation integration projects between the two properties into one cohesive operation that was able to function as a single property. This included all hotel, gaming, yield management and reservations systems.
Responsible for financial results of the Hotel Division, including departmental budgets, capital expense and operating income and effective yielding of rooms inventory.
Led integration, cross-training and cross-utilization of two sets of staff and two management teams throughout all areas of responsibility.
Operational implementation and monitoring of the property reinvestment strategy, including all lodging, event and casino management systems, ensuring that systems were consolidated and interfaced correctly.
Harrah's Lake TahoeMarch 2001 to July 2001Hotel Manager Stateline, NV
Led integration and alignment of VIP Services with Hotel Front office and Transportation departments including operations, process, guest cycle, staff training and cross utilization.
A short-term assignment designed to integrate these areas in preparation for the acquisition and union of a second property.
Harrah's Lake TahoeApril 1998 to March 2001VIP Services Manager Stateline, NV
Responsible for all aspects of gaming customers' hotel experience, including reservations, registration, amenities, activities, transportation and events.
Opened The Summit Suites, a full-service Butler/Concierge dignitary floor consisting of 14 luxury suites.
Developed service protocols, sequence of service and amenity program along with recruitment, hiring, training and retention of all staff in this area.
Planned and implemented an on-property VIP reservation and telemarketing center which handled over 250,000 calls annually.
Responsible for setting, managing and yielding of all casino room blocks, comprising 50% of yearly hotel inventory.
Created, budgeted and managed capital expenditure projects through to completion, including designing and purchasing all property limousines, a complete renovation of the VIP Services/Casino Host facility and the design, creation and opening of a dedicated VIP Lounge, which included food and beverage operations for the hihg-worth gaming customer.
Harrah's Lake TahoeAugust 1997 to April 1998VIP Services Supervisor Stateline, NV
Responsible for supervision of the VIP Coordinators and Chauffeurs and all administrative, budget and customer service results for the department.
Performance in this role led to the creation of VIP Services Manager position by property Executive team.
California State University, Chico1994Bachelor of Arts: Public Relations/JournalismChico, CA
Cornell University2002Certification in Hospitality Management: School of Hotel AdministrationIthaca, NY
January 1999--Stirling Service Award. The highest property award for excellence in guest service. Received for the planning, implementation and execution of the first annual Harrah's Brand Event, honoring the top VIP customers from all Harrah's properties nationwide and held at the Lake Tahoe property.
Chairman's Award nominee, May 2000. Outstanding Team Performance.The highest honor within the Harrah's company, was nominated along with 5 other department managers for teamwork in the planning and execution of the Brand event
Pony Express Manager of the Quarter. August 2002. Harrah's/Harveys Lake Tahoe Nominated by front-line staff and supervisors from across my areas of responsibility.
Excellence In Leadership. May 2001. Harrah's Entertainment. Recommended for and completed a program designed to identify and develop promising managers into company leaders.
Member Nevada Hospitality Association. May 2001-March 2004
Harrah's Hotel Opening and Re-Opening team at various properties throughout the company.
Excellent administrative, organizational, written and verbal communication skills
Microsoft: Word, Excel, Publisher, PowerPoint, Social media sites, graphic design programs