BRITTANY PECK
Las Vegas,NV
Summary
Dedicated to enhancing guest satisfaction, creating personalized experiences throughout the entire guest journey. Strong management background, adept at overseeing operations and ensuring seamless guest experiences. Leveraging exceptional customer service skills to address and resolve any issues that may arise, ultimately contributing to optimum guest satisfaction.
Overview
14
14
years of professional experience
Work History
Independent Consultant
FSPM
Las Vegas, NV
01.2024 - Current
- Developed customized training programs tailored to individual needs, boosting overall employee performance.
- Reduced onboarding time for new hires through the development of effective orientation modules within Trainual.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
- Guided leaders and employees on company policies and programs.
- Facilitated organizational change through effective communication and collaboration with senior management.
- Recruiting new faculty members through interviewing candidates and processing them through Culture Index and behavior interviewing.
- Increased user comprehension of SOPs by incorporating clear language, visuals, and formatting elements.
- Improved consistency across all SOPs by enforcing adherence to company-wide standards.
Hotel Manager
The Venetian Resort & Casino
Las Vegas, Nevada
08.2021 - 01.2024
- Managed property day-to-day operations to achieve high performance and 100% guest satisfaction
- Conducted coaching sessions, performance evaluations, discipline documents, and terminations
- Tracked guest satisfaction surveys (Polished) to recognize trends and create action plans for improving the guest's experience on property by team member engagement plans and departmental initiatives
- Monitored the hotel's budget with the aim of achieving efficiency and cost-effectiveness with team member labor
- Managed inventory of over 7,000 suites to ensure channels are closed appropriately and suite types are not oversold
- Established and maintained effective communication channels with team members, fostering a positive and collaborative work environment
- Built strong relationships with long-term guests, ensuring their loyalty and satisfaction
- Provided exceptional customer service to guests, resolving any issues or complaints in a timely and satisfactory manner.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
Front Office Training Manager
The Venetian | The Palazzo Hotel & Casino
Las Vegas, Nevada
05.2016 - 08.2021
- Developed and implemented new training policies, procedures, and training programs within the Front Office to be aligned with Forbes and the Venetian Resort service standards
- Liaison between IHG alliance and hotel operation departments to ensure operating policies and procedures are met
- Communicated and implemented Forbes standards, training procedures, shop reviews, and agent retraining/development
- Conducted behavioral interviewing and job fairs to review potential candidates
- Once candidates are selected, processed onboarding paperwork in conjunction with the properties hiring process
- Trained all onboarding agents in hotel operations to be proficient in LMS, policies and procedures, guest recovery, and all programs involved in the daily operations
- Provided continuation of training to all agents to ensure standards are being upheld by creating measures of success with accountability for the management team
- Created and maintained all standard operation procedures within the Front Office department
- Maintained tracking sheets to ensure onboarding agents are meeting standards during their Introductory period.
Front Desk Manager
The Venetian | The Palazzo Hotel & Casino
Las Vegas, Nevada
10.2013 - 05.2016
- Managed and monitored activities of all agents in the Front Office department making sure they adhere to the Forbes standards and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting when needed
- Resolved elevated guest challenges with compassion and empathy to ensure a positive experience for the guest
- Was a liaison between various departments to ensure the running of a smooth operation
- Contributed to the knowledge of all employees in topics such as leadership development, product knowledge, and guest satisfaction.
Front Office Lead
The Venetian | The Palazzo Hotel & Casino
Las Vegas, Nevada
07.2011 - 10.2013
- Maintained a clean and healthy work environment
- Handled guest check-ins and checkouts professionally and in a Forbes 5-star manner
- Maintained the hotel's high standard of service and hospitality to the guest
- Represented the Hotel in regard to guest challenges and situations that require instant recovery
- Ensured that guest identification and reservation details are accurate and valid
- Promoted premium suites for upsells resulting in company revenue
- Worked with multiple programs including but not limited to LMS, Hotsos, and Timelox
- Mentored agents in various aspects of LMS, Guest Service, and Guest Challenges
- Monitored the front desk to make sure everything was on time and running smoothly
- Assisted management in projects like comp justifications, communications to the team, and guest challenges.
Internship - Food and Beverage
Walt Disney World
Lake Buena Vista, Florida
01.2011 - 07.2011
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Earned management trust by serving as key holder, responsibly opening and closing store
- Learned multiple procedures in the front of the house and back of the house in a fast-paced environment
- Worked on a POS system.
Education
Bachelor of Arts - Elementary Education
Nevada State College
Certificate of Graduation - Guest Service
The International School of Hospitality
Las VegasAccomplishments
- BRAVO Award Winner for Quarter 3 in 2013
- HODA Mentorship Development Program
- Venetian Service Champion
- Certified Guest Service Professional
Timeline
Independent Consultant
FSPM
01.2024 - Current
Hotel Manager
The Venetian Resort & Casino
08.2021 - 01.2024
Front Office Training Manager
The Venetian | The Palazzo Hotel & Casino
05.2016 - 08.2021
Front Desk Manager
The Venetian | The Palazzo Hotel & Casino
10.2013 - 05.2016
Front Office Lead
The Venetian | The Palazzo Hotel & Casino
07.2011 - 10.2013
Internship - Food and Beverage
Walt Disney World
01.2011 - 07.2011
Bachelor of Arts - Elementary Education
Nevada State College
Certificate of Graduation - Guest Service
The International School of Hospitality