Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cory Clark

Aubrey

Summary

With over two decades of management and supervisory experience in the hotel industry, I have successfully overseen operations in hotels with approximately 3300 rooms. Working in esteemed establishments in Las Vegas, Nevada, I appreciate collaborating with exceptional individuals and enhancing the guest experience. My commitment to resolving challenges during a guest\'s stay ensures their satisfaction. Additionally, I have provided guidance and support to front desk agents, ensuring seamless check-in and check-out processes. As a hospitality professional with a keen eye for operational excellence and guest satisfaction, I can streamline front office processes and elevate customer service standards. I am team-oriented with a strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. My skills in conflict resolution and staff supervision contribute to my ability to excel in this industry.

Overview

16
16
years of professional experience

Work History

Assistant Front Office Manager

Omni PGA Frisco Resort
02.2024 - Current
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Drafted employee work schedules to fill coverage gaps.
  • Ensured accurate billing procedures were followed consistently by front desk staff members.
  • Acted as point of contact for vendor collaboration for contracted services.
  • Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Provided support to the Director of Rooms during peak times or staff absences, ensuring consistent management presence at all times.
  • Protected staff and customers and minimized legal issues by quickly resolving safety issues.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Supervised payroll corrections for accuracy and duplications.
  • Coached employees through day-to-day work and complex problems.
  • Created, prepared, and delivered reports to various departments.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Built and managed processes for tracking and monitoring department performance.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Ticketing Supervisor

Mandalay Bay Resort and Casino
04.2022 - 10.2023
  • Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
  • Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
  • Processed refunds and exchanges in accordance with company policy.
  • Arranged staffing hours for daytime and event shifts to accommodate event needs.
  • Worked with marketing and sales department to create and implement upsell opportunities for events.
  • Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
  • Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.
  • Fostered excellent working relations with concert promoters, other internal departments and high-profile clients, regularly planning and coordinating large events.
  • Enforced box office daily financial reporting across revenue lines through ticketing system and reconciliation of ticket sales within accounting system.
  • Evaluated employee performance regularly, providing constructive feedback and coaching for improvement when necessary.
  • Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
  • Contributed to long-term organizational goals setting process by providing input from ticketing department perspective on areas requiring additional resources investment, staffing plan adjustments, or other changes necessary for meeting future growth objectives successfully.
  • Developed training materials to improve agent performance and overall customer experience.
  • Fostered positive working environment by addressing any conflicts among team members proactively before they escalated into major issues affecting overall workplace morale negatively.
  • Oversaw inventory control processes including ordering new supplies as needed based upon historical usage patterns while also identifying opportunities where cost savings might be achieved via bulk purchasing discounts or other similar strategies.
  • Maintained an up-to-date knowledge of industry trends and best practices that could be applied within the organization for continuous improvement efforts in operations management areas related to ticketing supervision functions specifically.
  • Implemented new technology to automate repetitive tasks, increasing efficiency in the workplace.

Resort Services Manager

Treasure Island Hotel & Casino
01.2016 - 11.2021
  • Led PBX and reservation teams, enhancing service quality and efficiency.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Streamlined call productivity and office accounting, boosting operational efficiency.
  • Collaborated with management to address live service issues effectively.
  • Conducted performance reviews, fostering a positive work environment.
  • Led cross-functional teams to optimize resort services, enhancing guest satisfaction and operational efficiency across multiple departments.
  • Fostered seamless communication between management levels, aligning strategies for improved productivity and revenue generation.
  • Analyzed call metrics and occupancy forecasts, implementing data-driven solutions to boost performance and streamline operations.
  • Mentored and developed staff, conducting performance appraisals and creating a positive work environment to enhance team effectiveness.
  • Spearheaded customer satisfaction initiatives, resolving complex issues and significantly improving guest experience metrics.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
  • Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
  • Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
  • Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
  • Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
  • Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
  • Oversaw budgeting and financial planning for service department, achieving cost savings through streamlined operations and optimized resource utilization.
  • Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
  • Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
  • Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Analyzed service reports to identify areas of improvement.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Guest Services Manager

Treasure Island Hotel & Casino
03.2009 - 11.2016
  • Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
  • Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
  • Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Led weekly team meetings to communicate upcoming promotions and current metrics.
  • Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
  • Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
  • Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
  • Updated technology systems used at the front desk area resulting in faster response time.
  • Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
  • Set and managed policies for concierge services and guest relations.
  • Established partnerships with local businesses to provide exclusive benefits for hotel guests, increasing overall value perception.
  • Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.

Education

Bachelor's degree - Business Administration, Management and Operations

University of Phoenix-Nevada
05.2016

Skills

  • Team-based problem resolution
  • Customer complaint resolution
  • Skilled in managing multiple tasks
  • Effective scheduling
  • Effective communication
  • Performance assessment
  • Strategic revenue optimization
  • Client support
  • Team leadership
  • Training
  • Customer interaction
  • Customer service
  • Reception management
  • Team development
  • Staff management
  • Staff training and development
  • Employee supervision
  • Front desk operations

Languages

English
Native or Bilingual

Timeline

Assistant Front Office Manager

Omni PGA Frisco Resort
02.2024 - Current

Ticketing Supervisor

Mandalay Bay Resort and Casino
04.2022 - 10.2023

Resort Services Manager

Treasure Island Hotel & Casino
01.2016 - 11.2021

Guest Services Manager

Treasure Island Hotel & Casino
03.2009 - 11.2016

Bachelor's degree - Business Administration, Management and Operations

University of Phoenix-Nevada

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Cory Clark