Elizabeth V Velasco
Las Vegas, NV ,Nevada
Summary
Dedicated hospitality professional with 19 years of leadership experience focusing on internal guest satisfaction in conjunction with external guest satisfaction while operating under company guidelines, supporting team members and fostering a positive work environment. Skilled in developing professional relationships instilling trust and motivating team members to excel in delivering exemplary guest service. Pursues every opportunity to support team members and proactively address issues in a high volume setting offering personalized service.
Overview
14
14
years of professional experience
Work History
VIP Lounge Manager
Luxor Hotel And Casino
08.2021 - Current
- Developed pre-arrival processes leveraging key departmental stakeholders ensuring guests receive inspected rooms implementing efficient VIP guest pre-arrival strategies.
- Oversee daily operations ensuring guests have a flawless and enjoyable stay thereby increasing our net promoter score and exceeding our yearly goals since re-opening post covid closure.
- Developed VIP recovery processes to ensure guest satisfaction should service shortfalls occur.
- Streamlined operations for improved efficiency through staff training and process improvements by collaborating with the Center of Excellence using best practices and adapting them to Luxor.
- Motivate and cultivate the VIP Lounge agent culture to provide exemplary personalized guest service with a focus on driving SHOW service standards and using additional MGM Resorts provided training and tools.
- Exceed yearly set goals centered around employee culture, financial growth, operations, and customer centricity.
Hotel Operations Manager
Bellagio
02.2015 - 08.2021
- Oversee daily hotel operations of 3,933 rooms by efficient room blocking strategy, upsell management, and project management while collaborating with revenue management, housekeeping and facilities to ensure maximum revenue is achieved.
- Reduced operational costs by streamlining processes and optimizing resource allocation.
- Functioned as training manager for over 250 front desk employees during my tenure.
- Created the front desk training program to include various department leader speaking engagements, detailed room and property tours.
- Managed a staff of 125 employees which included scheduling of lobby ambassadors, front desk agents and back office staff optimizing efficiencies and minimize labor costs.
- Conducted monthly one on ones, curated a culture of growth, deployed company initiatives, included performance evaluations and coached when appropriate for service shortfalls.
- Recover guest service shortfalls when escalated to management to ensure guest recovery and satisfaction .
Spa Assistant Manager
Bellagio
01.2010 - 02.2015
- Improved client satisfaction by providing exceptional customer service and anticipating their needs.
- Assisted in the daily operations of the spa, ensuring a clean and welcoming environment for all clients.
- Hired, managed onboarding, trained the spa receptionist team and continued education with ongoing product and services training.
- Supported therapists in preparing treatment rooms, enabling efficient transitions between appointments.
Education
Bachelor of Science - Hospitality Administration And Management
University of Nevada - Las Vegas
Las Vegas, NV05.2010
Skills
- Leadership
- Staff Hiring, Training and Development
- Coaching and Mentoring
- Operational Efficiency
- Guest Relations
- Issue Resolution
- Budget and Financial Management
- Scheduling and Payroll
Timeline
VIP Lounge Manager
Luxor Hotel And Casino
08.2021 - Current
Hotel Operations Manager
Bellagio
02.2015 - 08.2021
Spa Assistant Manager
Bellagio
01.2010 - 02.2015
Bachelor of Science - Hospitality Administration And Management
University of Nevada - Las Vegas
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