Pool Operation Manager at Harrah's Hotel & Casino (2023-01 – Present)
Lead daily operations for a high-volume resort pool while supervising up to 50 employees and ensuring exceptional guest experiences, operational efficiency, regulatory compliance, and adherence to company standards.
- Lead, coach, mentor, and develop a team of up to 50 employees while maintaining high performance standards.
- Direct daily operations for pool and nightlife activities, ensuring smooth execution and operational accountability.
- Optimize premium seating pricing based on occupancy, demand, and inventory to maximize revenue.
- Prepare and analyze operational, financial, and guest service reports for senior leadership.
- Resolve complex guest concerns while maintaining high guest satisfaction standards.
- Develop and deliver departmental training focused on guest service excellence and operational consistency.
- Design operational tools including reporting spreadsheets, scheduling resources, event calendars, service checklists, and promotional tracking systems.
- Develop and implement Standard Operating Procedures (SOPs) for Pool Attendants and Lifeguards.
- Partner with Facilities to lead pool improvement initiatives and operational enhancements.
- Drive continuous improvement initiatives contributing to higher guest satisfaction scores.
Food and Beverage Shift Manager at Hard Rock Hotel & Casino (2022-06 – 2023-08)
Full-Time: April 2023 – August 2023. Seasonal: June 2022 – September 2022
- Supervised daily food and beverage operations while maintaining exceptional guest service standards.
- Trained and mentored new team members on POS systems, cash handling, and operational procedures.
- Conducted daily inventory audits and maintained inventory accuracy while minimizing product loss.
- Implemented waste-reduction initiatives and cost-control measures.
- Analyzed sales trends to improve operational efficiency and guest satisfaction.
- Maintained accurate sales and labor records.
- Ordered supplies and ensured continuous operational readiness.
Housekeeping and EVS Supervisor at Harrah's Casino & Hotel (2018-11 – 2020-11)
- Supervised housekeeping and EVS associates in guest rooms and public areas.
- Coordinated daily staff schedules and assigned work responsibilities.
- Conducted inspections to ensure cleanliness and company quality standards.
- Trained new employees on departmental procedures and safety standards.
- Resolved guest concerns promptly while maintaining high service standards.
- Assisted with inventory control and supply management.
- Ensured compliance with safety, sanitation, and operational policies.
Hotel Front Desk Agent at Borgata Casino & Hotel (2014-06 – 2018-06)
- Delivered exceptional guest service while ensuring compliance with hotel policies, procedures, and service standards.
- Greeted guests upon arrival, answered questions and provided information about the hotel.
- Assigned rooms to guests based on availability and preferences.
- Managed check-ins and check-outs in a timely manner.
- Performed cashiering duties such as taking payments, issuing receipts, balancing daily transactions.
- Handled customer complaints professionally and courteously.
- Provided concierge services such as making restaurant reservations or providing directions to local attractions.
- Provided assistance with luggage storage or transportation needs.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Monitored reservations to track incoming parties and special events.
