Esteban Garcia

As a Security Assistant Shift Manager, I professionally run shifts of Security Officers and have trained, supervised, and evaluated Security Officers, Security Dispatchers, Security Bike Officers and Security Report Writers on assigned shifts. I would create schedules, complete payroll, PTO requests, administer progressive discipline, and train and evaluate Security Officers. I've frequently patrolled the property while identifying potential security and safety hazards to ensure the safety and protection of all Guests and Employees. Act as a liaison with cross department management and employees. Promote and execute policies and procedures throughout shift.

• Communicate professionally with Executive Leadership, Shift Managers, Security Officers, Law Enforcement, Fire Department Personnel, Emergency Medical Services, VIP Guests, and property Employees.
• Responded to crisis level incidents on property.
• Provided 5-Star customer service to exceed Guest and Patron expectation while being vigilant and maintaining a safe environment.
• Created and conducted VIP escorts to achieve effective movement and minimize visibility of VIP.
• Created and documented reports of incidents that occurred on property.
• Created schedules, conducted shift briefings, and provided shift de-briefings to Executive Leadership.
• Regularly provided support and backup to the Security Officers on shift.

• Collaborated with Senior Management to develop and implement strategies to mitigate security risks. (Post orders, post locations, shift time changes, gaming drop routes, camera coverage, medical bag, and trauma kit renovation and redistributing, auditing security keys, and access control)
• Oversaw a team of 5 Security Assistant Shift Managers and over 55 Security Officers. Conducted and managed scheduling and performance evaluations for Management Team.
• Developed legal strategies with Shift Management, Executive Leadership, Labor Strategists and Corporate Executives to educate Security Officers and counter a Security Union from establishing itself on property.
• Developed and opened innovative communication channels between the property umbrella of Security; such as Security Control Center, Surveillance, and Report Writers, along with Security and Surveillance Management.
• Frequently communicated and organized with the property's armed Emergency Response Team (ERT) to conduct routine training and make contact and detained High Risk individuals flagged by the Global Security Operations Center.
• Developed a property test for Field Training Officers combining the MGM Security Academy Course and the property's standardized Field Training Officer test, creating a standard test throughout all three shifts.
• Trained a team of 10 Field Training Officers on both the property and MGM Security Corporate Rules and Policies.
• Trained a total of 11 new Dispatchers and 4 new Report Writers compared to only having 2 Report Writers and 2 Dispatchers before I became Shift Manager.
• Assisted in saving the Security Department money on the Budget by reducing 976 hours of overtime being accrued monthly from January to June down to 264 in June.
• Assisting in saving the department over 700 hours in overtime / 72.95% decrease.
• Monitored surveillance equipment proactively, identifying suspicious activity and running detailed investigations on incidents that occurred.
• Addressed employee performance issues quickly, providing constructive feedback, coaching, and discipline as needed.
• Ensured accurate incident documentation through thorough review of all reports submitted by Security Officers, Security Report Writers, Security Dispatchers, and Security Assistant Shift Managers.
• Liaison for Overtime LVMPD Teams and CCAC (Convention Center Area Command) Sargent's and Officers while building valuable networks and trustful relationships.
• Improve communications between shifts with comprehensive handover reports for Dispatchers and Report Writers. Suggested and implemented recurring weekly Shift Management and Executive Leadership meetings.
• Set shift expectation for and signed off new hires through testing and review thoroughly on company policies, procedures, equipment usage, emphasizing the importance of teamwork.

As a Security Assistant Shift Manager, I've professionally ran shifts of Security Officers and have trained, supervised, and evaluated Security Officers, Security Dispatchers, Security Bike Officers and Security Report Writers on assigned shifts. I would create schedules, complete payroll, PTO requests, administer progressive discipline, and train and evaluate Security Officers. I've frequently patrolled the property while identifying potential security and safety hazards to ensure the safety and protection of all Guests and Employees. Act as a liaison with cross department management and employees. Promote and execute policies and procedures throughout shift.

• Communicate professionally with Executive Leadership, Shift Managers, Security Officers, Law Enforcement, Fire Department Personnel, Emergency Medical Services, VIP Guests, and property Employees.
• Responded to crisis level incidents on property.
• Provided 5-Star customer service to exceed Guest and Patron expectation while being vigilant and maintaining a safe environment.
• Created and conducted VIP escorts to achieve effective movement and minimize visibility of VIP.
• Created and documented reports of incidents that occurred on property.
• Created schedules, conducted shift briefings, and provided shift de-briefings to Executive Leadership.
• Regularly provided support and backup to the Security Officers on shift.

As a Dual Rated Report Writer, I've investigated events and gathered the necessary documentation to create reports in a timely manner. Reports were created to document events occurring on property. Reports were generated for the following:

• Criminal activity, arrests, and disturbances.
• Guest, Patron, and Employee medical incidents.
• Guest, Patron and Company missing property.
• Guest, Patron and Property damage.

Performed work in compliance with Casino and Hotel Policies, Nevada Gaming Control Board Regulations, and applicable State Laws. I would work with different departments and shifts to provide Guests and Patrons with excellent service while ensuring safety.

• Provided 5-Star customer service to exceed Guest and Patron expectation while maintaining a safe environment.
• Provided detailed statements on incidents that occurred on property.
• Administered First Aid and presented Emergency Medical Services to Guests, Patrons, and Employees.
• Protected Casino Chip and Money Transfers from various parts of the Casino and Gaming Floor.
• Warned offenders about rule infractions and advised violators of the Nevada Revised Statute 207.200 Trespass Warning.

Entrusted with providing Guest, Clients, Vendors, and Contractors with outstanding customer service while selling the brand. I worked at various locations such as The Springs Preserve, The Las Vegas Convention Center, Sephora, FedEx Express, and the World Market Center of Las Vegas.

• Provide sales, loyalty programs, and promote memberships to clients for Contractors.
• Develop marketing strategies to promote brands and enhance sales.
• Responded to guest complaints and resolved onsite issues.
• Handled cash and credit cards on a consistent basis.

Performed work in compliance with Casino and Hotel Policies, Nevada Gaming Control Board Regulations, and applicable State Laws. Displayed excellent hospitality to Guests and Patrons while ensuring safety.

• Provided 5-star customer services and 5-star resort hospitality to Guests and Patrons while maintaining a safe environment.
• Protected multimillion dollar art collections and statues.
• Regularly worked alongside the Crisis Response Team (CRT) to deter and detect safety incidents.
• Worked with 3rd Party Security Services to provide VIP escorts alongside CRT and organize formations for escorts.
• Assisted XS Nightclub and Encore Beach Club Security frequently during peak season.

Leasing apartments to prospective tenants at Kaleidoscope Apartments and Renaissance Villas Apartment Homes while providing an unforgettable prospect experience. Documented sensitive information and ensured safety of personal information of all prospective tenants and current tenants.

• Advertised and promoted properties and apartments to the general public, vendors, property management, and corporate management via networking, phone calls, in person meetings, and video calls daily.
• Created and conducted tours of a 400-unit property at Kaleidoscope Apartments and a 1000-unit property at Renaissance Villas Apartment Homes.
• Provided excellent customer service to prospective tenants and current tenants.
• Conducted background and credit checks daily through Yardi Screening and created leasing contracts.

Courteous Retail Sales Associate directly working in customer service, sales of product, and training other Retail Sales Associates in sales techniques. Implemented effective techniques for in store promotions and sales techniques.

• Demonstrated outstanding customer service and selling techniques.
• Trained new employees on effective sales techniques, promotions and policies.
• Operated cash register to process transaction daily.
• Created merchandise displays to promote company product and services.