ALEXANDRIA JOHNSON
Spring Valley,NV
Summary
Hospitality professional with a strong track record in operational success and guest satisfaction. Demonstrated leadership skills in team development and motivation. Committed to exceeding company expectations through adaptability and efficient support.
Overview
11
11
years of professional experience
Work History
DIRECTOR OF GUEST SERVICES
Elara, Hilton Grand Vacations
Las Vegas, Nevada
03.2025 - Current
- Leading the Front Desk, Hilton Lounge, Bell/Valet, and PBX teams to ensure optimal service delivery.
- Developed and executed training programs for front desk and PBX staff to enhance service skills.
- Managed guest feedback processes to elevate service quality and boost satisfaction levels.
- Collaborated across departments to effectively address and resolve guest needs.
SENIOR FRONT OFFICE MANAGER
Wynn & Encore
Las Vegas, USA
08.2023 - 02.2025
- Maintained Forbes 5-Star and 5-Diamond accolades for Wynn & Encore Tower Suites.
- Oversaw luxurious VIP lounges for high-end casino clientele.
- Supervised 2 Senior Assistant Front Office Managers, 14 Assistant Front Office Managers, and over 80 line-level employees.
- Created annual budgets and analyzed monthly P&L statements for VIP lounges.
- Managed inventory and food and beverage menus while complying with health code standards.
SENIOR ASSISTANT FRONT OFFICE MANAGER
Wynn & Encore
Las Vegas, USA
01.2019 - 08.2023
- Monitored call volumes, AUX times, and productivity at Front Desk Call Center.
- Cultivated relationships with Housekeeping, Casino, Food and Beverage, Villa Services, Concierge Services, and Accounting.
- Communicated regularly with employees and management to enhance morale and exceed departmental goals.
- Developed and initiated company Business Plans and organized employee morale events like Town Halls and Director's Club celebrations.
LUXURY SERVICES MANAGER
Resorts World
Las Vegas, USA
03.2021 - 10.2021
- Assisted in opening LXR Luxury branded hotel, Crockfords, at Resorts World.
- Oversaw Front Desk, Call Center, Concierge, In Room Dining and amenity programs.
- Developed and implemented policies and procedures for the Front Office department. Created service training materials and operational systems for staff efficiency.
- Identified, recruited, and trained opening team to ensure operational readiness.
- Managed In Room Dining and amenity programs to enhance guest satisfaction.
ASSISTANT FRONT OFFICE MANAGER
Wynn & Encore
Las Vegas, USA
12.2014 - 12.2018
- Ensured success of daily operations while supporting line-level team to enhance guest satisfaction.
- Resolved escalated concerns to maintain service excellence.
- Assisted senior leadership in creating budgets, reviewing P&L statements, and conducting financial audits.
- Conducted employee reviews and effectively addressed employee relations issues.
- Managed termination processes and coordinated staff scheduling to improve efficiency.
- Developed programs to foster growth of future leaders.
Education
Some College (No Degree) -
THE YOUNG AMERICANS COLLEGE OF THE PERFORMING ARTS
Corona, CASome College (No Degree) -
APPLE VALLEY HIGH SCHOOL
Apple Valley, CASkills
- Microsoft Office and Adobe
- Opera PMS and SalesForce
- Upselling strategies
- Customer feedback analysis
- Data-driven decision making
- Organizational skills
- Budget management
- Leadership development
References
References available upon request.
Timeline
DIRECTOR OF GUEST SERVICES
Elara, Hilton Grand Vacations
03.2025 - Current
SENIOR FRONT OFFICE MANAGER
Wynn & Encore
08.2023 - 02.2025
LUXURY SERVICES MANAGER
Resorts World
03.2021 - 10.2021
SENIOR ASSISTANT FRONT OFFICE MANAGER
Wynn & Encore
01.2019 - 08.2023
ASSISTANT FRONT OFFICE MANAGER
Wynn & Encore
12.2014 - 12.2018
Some College (No Degree) -
THE YOUNG AMERICANS COLLEGE OF THE PERFORMING ARTS
Some College (No Degree) -
APPLE VALLEY HIGH SCHOOL
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