FALYNN HUTSON
Las Vegas,NV
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
VIP Services Representative
Wynn & Encore Resorts Las Vegas
09.2022 - Current
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with high profile & VIP clients and staff.
- Managed over 100+ high profile guest per day. Offering rewards and upgrades during guest stay generating averages of $70K+ per month towards sales goals.
Airport Services Concierge
JSX
06.2022 - Current
- Proven ability to learn quickly and adapt to new situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Researched and implemented new airfield operations technologies to boost workflows and maximize safety.
- Oversaw fueling, cargo management, and departure of aircraft at busy private airport facility with 40+ daily departures and arrivals.
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
- Maintained safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations
Attache Agent/Hotel & Residential Supervisor
Trump International Hotel & Tower
04.2016 - 02.2022
- Scheduled staff, planned budget and revised schedule to meet business demands and minimize cost.
- Supervised personnel working overnight at Front Office & Residential area to support safe operation and maximize productivity efficiencies.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed, managed & maintained Hotel Gift Shop which contributed to additional $65K in retail sales.
- Recognized changes in behavior indicating potential crisis situations and took immediate and appropriate action
Guest Services Supervisor
Sheraton Hotel & Resorts
01.2013 - 04.2016
- Trained junior team members in customer service strategies and property policies.
- Set and managed policies for concierge services and guest relations.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Reviewed upcoming events and planned for expected challenges.
- Hired, trained and managed team of 22 Guest Services Representatives successfully.
- Led weekly staff meetings to maintain continuity of service and quality standards.
- Supported team members by offering constructive feedback and coaching as needed.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Reviewed upcoming events and planned for expected challenges
Education
Associate of Arts - Business Administration And Management
Triton College
River Grove, IL05.2004
Skills
- Policies and Procedures Adherence
- Call Center Operations
- Product and Service Knowledge
- Understanding Customer Needs
- Customer Relationship Management (CRM)
Timeline
VIP Services Representative
Wynn & Encore Resorts Las Vegas
09.2022 - Current
Airport Services Concierge
JSX
06.2022 - Current
Attache Agent/Hotel & Residential Supervisor
Trump International Hotel & Tower
04.2016 - 02.2022
Guest Services Supervisor
Sheraton Hotel & Resorts
01.2013 - 04.2016
Associate of Arts - Business Administration And Management
Triton College
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