Managed enterprise wide implementation of iApp beverage technology, which resulted in double digit growth in both revenue and customer satisfaction scores
October 2012 to Current
CAESARS ENTERTAINMENTDIRECTOR OF OPERATIONAL EXCELLENCE
Serving as a leader of an internal consulting group capable of designing and facilitating solutions for the organization's greatest needs.
Our team handles projects such as the evaluation and improvement of key work processes, development and implementation of tools designed to enhance enterprise productivity, and providing operational support to the design and roll-out of key technology initiatives.
Primary point of contact with internal clients for the projects I manage and work closely with senior property management.
Guide the strategic direction of the group as well as identify and prioritize high-impact projects for the entire enterprise's performance.
Conduct post-mortem analysis on implemented recommendations - identify areas of success and identify any further analysis or improvements needed.
Act as the enterprise wide project manager for the implementation and management of the innovative iApp beverage program.
This program has increased beverage revenue in cash markets 10-20%, and all active proper.
June 2011 to October 2012
RIO ALL-SUITE HOTEL AND CASINOCONTINUOUS IMPROVEMENT / TOTAL SERVICE MANAGER
Trained and facilitated kaizen teams that realized over $1.1 million in savings and revenue generation.
Identified needs, opportunities, and business priorities for various departments.
Trained all levels of organization to increase added value, improve process flow and eliminate waste.
Implemented Lean Principles such as 5S, Standard Work, Kanban, Value Stream Management, Takt and Cycle Time Calculation, Balancing Operator Loading, Poka-Yokes, Material Pull Systems, Visual Management, Transactional Process Improvement, Variation Reduction and Total Productive Maintenance.
Developed and measured Key Performance Indicators for various departments and held them accountable for performance improvement.
Consulted and trained departments and senior leadership regarding process improvements, performance measures, waste and variation reduction, and structured problem solving.
Responsible for managing, and improving upon, property and departmental Total Service scores.
Acted as the Customer Service Manager for the Wo.
April 2010 to June 2011
HARRAH'S LAUGHLIN HOTEL & CASINOCONTINUOUS IMPROVEMENT SITE MANAGER
Assess the effectiveness of a business function and offer recommendations for improvement in accordance with a well-defined body of knowledge.
Developing and measuring standard metrics, diagram the flow of business processes, identify opportunities for improvement, develop a project plan for implementing improvements and monitor the new process to ensure it works as intended.
Provide training to all staff on the methods and practices for improving processes, eliminating waste, improving customer service and adding profit to the bottom line.
This includes using tools such as value stream mapping, Kaizen events, root cause analysis, 5S and Standard Work.
April 2008 to April 2010
HARRAH'S LAUGHLIN HOTEL & CASINOAIR PROGRAM / NATIONAL CASINO MARKETING MANAGER
Managed the charter flight program, which included over 500 flights and 65,000 guests a year.
Responsible for the growth of Casino Marketing business both charter and splinter.
Coordinated and managed direct mail to fill Harrah's Laughlin flight seat blocks.
Coordinated and ordered Media Advertising when necessary.
Coordinated with Branch Offices, Junket Representatives and VIP services the management of seats blocks for all charters.
Strove to improve and streamline departmental operations, through the continuous assessment of policies and procedures, work process and program effectiveness/value.
Responsible for department budgeting including all charter accounting procedures and strategic planning.
August 2007 to April 2008
HARRAH'S LAUGHLIN HOTEL & CASINOBEVERAGE MANAGER
Took ownership of the day to day activities of multiple Beverage outlets with focus on continuous improvement of the service process, including pour costs, profitability, labor costs, and turnover numbers.
Played a key roll in financial planning for all the outlets.
Ensured there was a strong training and development program in place for the entire staff.
Had direct reports of 5 Supervisors and 80 employees.
April 2006 to August 2007
HARRAH'S LAUGHLIN HOTEL & CASINOCUSTOMER SATISFACTION ASSURANCE MANAGER
Work with the Customer Service Director to analyze the existing customer satisfaction data to identify strengths and weaknesses in the organization.
Evaluate all possible causes of service deficiencies and initiate corrective action through the CSD.
Research best practices throughout the company that might improve service levels at the property.
Observe service interactions and processes during key result times.
Develop new service processes, standards and measurements.
Influence functional area managers to implement new service processes and directives.
Recognize excellent service providers, supervisors and managers.
Advocate the removal of under-performing service providers, supervisors, and managers.
May 2004 to April 2006
HARRAH'S LAUGHLIN HOTEL & CASINOFOOD OPERATIONS MANAGER
Responsible for managing front areas in a multi-unit restaurant operation.
Instituted cost control procedures and standards of performance.
Directed the development and administration of controls for all phases of the restaurant in an economical and profitable manner while maintaining established standards.
Provided project leadership and project management as assigned.
Managed day-to-day operation of the Food department in the absence of senior Food and Beverage management.
June 2002 to May 2004
HARRAH'S RINCONF&B TRAINING SUPERVISOR
Responsible for all training for department of 360 employees.
Created training materials for F&B New Hire Orientation, outlet specific training materials in sequence of service, train the trainer materials, certification checklists and tests.
Member of opening task force for new Louisiana Downs property.
University of Montana Missoula, MontanaBusiness Management Bachelor of Science