CHRISTIE MAYOR
Las Vegas,NV
Summary
Luxury hospitality professional with 10+ years of experience in guest service, operational leadership, and staff development, seeking an Executive Trainer role at Forbes Travel Guide to design and deliver high-impact training programs that uphold and elevate Five-Star service standards globally.
Overview
9
9
years of professional experience
Work History
Training Manager | Front Office
The Venetian Resort
01.2024 - Current
- Design, implement, and deliver comprehensive training programs for 150+ Front Office staff, improving net promotor scores for check-in experience by 15 points in 18 months
- Facilitate departmental and company-wide training workshops on Service Culture rebrand, driving alignment with Forbes Five-Star service standards and elevating staff performance
- Interview, onboard, and mentor new team members to ensure rapid integration and consistent service quality
- Identify performance gaps and provide targeted coaching to enhance employee skills and operational excellence
Call Center | Front Desk Manager
The Venetian Resort
08.2022 - 01.2024
- Managed daily operations for Front Office and Call Center teams, ensuring adherence to luxury service standards
- Coached and developed 20+ agents and team leads on company-wide and departmental policies
- Coordinated cross-departmentally to deliver seamless guest experiences and resolve escalated challenges
- Monitored call center metrics to identify training needs and improve team efficiency
Front Desk Lead | Mentor
The Venetian Resort
01.2019 - 08.2022
- Mentored and trained new hires and junior agents to consistently deliver exceptional guest service
- Supervised team operations and ensured adherence to brand and departmental standards
- Supported leadership in performance evaluations and development planning
Front Desk Agent | Night Auditor
The Venetian Resort
06.2017 - 08.2022
- Provided high-level guest service while executing Front Office procedures accurately
- Supported training of new team members on standard operating procedures and service protocols
Reservations Supervisor
Peppermill Resorts
08.2016 - 06.2017
- Supervised call center and reservations staff, ensuring efficient and accurate booking operations
- Trained new hires on reservation systems, call handling, and luxury guest communication standards
- Monitored performance metrics and implemented coaching plans to improve service quality
Education
Bachelor of Science - Neuroscience
University of Nevada
Reno, NVSkills
- Luxury Guest Service & Five-Star Standards
- Training Program Design & Facilitation
- Coaching & Mentorship
- Operational Leadership & Team Management
- Workshop Facilitation & Presentation Skills
- Performance Analysis & Continuous Improvement
Timeline
Training Manager | Front Office
The Venetian Resort
01.2024 - Current
Call Center | Front Desk Manager
The Venetian Resort
08.2022 - 01.2024
Front Desk Lead | Mentor
The Venetian Resort
01.2019 - 08.2022
Front Desk Agent | Night Auditor
The Venetian Resort
06.2017 - 08.2022
Reservations Supervisor
Peppermill Resorts
08.2016 - 06.2017
Bachelor of Science - Neuroscience
University of Nevada