Brittany Castillo
Temecula,CA
Summary
Visionary leader with a passion for people. Desire for growth while leveraging significant experience and extensive knowledge in hospitality operations and learning and development.
Overview
14
14
years of professional experience
Work History
Divisional Training Manager, Hotel & Golf
Pechanga Resort Casino
12.2021 - Current
- Lead training and development of 700+ team members
- Ensure strategic alignment and measurable outcomes from training delivery
- Partner cross-departmentally with leadership and stakeholders to identify learning and development opportunities
- Design and develop curriculum, implement and facilitate training programs, and evaluate effectiveness of training
- Ensure strategic alignment and measurable outcomes from program delivery
- Spearhead process improvement initiatives
- Crafted service recovery standards to reduce financial impact and enhance guest experience
- Champion team member engagement and guest satisfaction survey
- Ensure mandatory compliance training requirements are met
- Develop and implement all-new hire onboarding programming
Organizational Development Program Manager
Pala Casino Spa Resort
10.2020 - 12.2021
- Developed company-wide employee engagement initiatives
- Created compelling, engaging initiatives and learning opportunities
- Collaborated with all levels of leadership and team members to foster strategic alignment
- Facilitated workshops and trainings
- Provided insight to senior leadership on process improvements
- Succeeded in developing first Voice of the Customer program
- Provided change leadership directly and/or indirectly to support the roll-out of new initiatives, projects, administrative programs, and re-organization
- Member of Executive Leadership Committee
- Designed, developed and implemented an evaluation framework
Spa Operations Manager
Pala Casino Spa Resort
06.2013 - 10.2020
- Managed daily operations of 17 treatment room spa, salon, and pool with over $3 million in annual revenue
- Financial management including budgeting, forecasting, and payroll
- Managed retail inventory of $175,000+
- Led and developed team of 40+ employees across 6 departments
- Researched, selected, and evaluated new service treatments and offerings
- Increased cash revenues by over 15% YOY through personalized marketing campaigns and appointment yielding
- Increased payroll efficiency by 20% by cross-training, and therapist scheduling and allocation
- Surpassed record for highest weekly Salon revenue
Spa Supervisor
Pala Casino Spa Resort
03.2013 - 06.2013
Lead Room Reservations Agent
Pala Casino Spa Resort
07.2011 - 03.2013
Room Reservations Agent
Pala Casino Spa Resort
10.2009 - 07.2011
Education
Esthetics License -
Palomar Institute of Cosmetology
San Marcos, CA05.2015
Timeline
Divisional Training Manager, Hotel & Golf
Pechanga Resort Casino
12.2021 - Current
Organizational Development Program Manager
Pala Casino Spa Resort
10.2020 - 12.2021
Spa Operations Manager
Pala Casino Spa Resort
06.2013 - 10.2020
Spa Supervisor
Pala Casino Spa Resort
03.2013 - 06.2013
Lead Room Reservations Agent
Pala Casino Spa Resort
07.2011 - 03.2013
Room Reservations Agent
Pala Casino Spa Resort
10.2009 - 07.2011
Esthetics License -
Palomar Institute of Cosmetology
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