Ingrid Emery
New York
Summary
Dynamic hospitality professional with a strong work ethic and exceptional customer service skills, honed at Mandalay Bay Resort & Casino. Proven track record in training and mentoring staff, enhancing guest relations, and resolving conflicts effectively. Adept at multitasking and optimizing operations to ensure seamless experiences for diverse clientele.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Concierge Assistant Manager
Mandalay Bay Resort & Casino Las Vegas
12.2024 - 05.2025
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Handled customer complaints to satisfy and retain guests.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Conducted performance evaluations and provided constructive feedback to employees.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
VIP Assistant Manager
Palms Casino and Resort
04.2022 - 10.2023
- Personally welcomed VIP guests and managing check in/check-out.
- Anticipated and responded to VIP needs and preferences.
- Ensured a seamless, luxury experience throughout the guest's stay.
- Liaison between VIP guests and various hotel departments (housekeeping, F&B, security, etc.).
- Coordinated special requests, amenities and room preparations.
- Supervised staff delivering service to VIP's to maintain top-tier standards.
- Monitored service quality and resolved any issues discreetly and efficiently.
- Ensured the safety, privacy and confidentiality of VIP guests.
- Helped the Front Desk department by serving as an HOM when they were short staffed.
Food and Beverage Trainer
Pechanga Resort & Casino Spa
08.2018 - 03.2019
- Streamlined the employee onboarding process by creating an efficient schedule that maximized both time management and knowledge retention.
- Organized regular workshops focused on various aspects of food safety, sanitation, and customer service excellence for continuous skill enhancement.
- Promoted excellent customer service skills among trainees by emphasizing empathy, active listening techniques, and problem-solving strategies.
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process and quicker acclimation to the workplace.
- Evaluated employee performance during training sessions, providing constructive feedback and personalized coaching to address areas of concern.
- Trained new hires in food handling, alcohol and safety protocols to boost knowledge and performance.
Housekeeping Supervisor/Trainer
Pechanga Resort & Casino Spa
10.2017 - 08.2018
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Evaluated employee performance and developed improvement plans.
Guest Service Representative
Pechanga Resort & Casino Spa
01.2017 - 10.2017
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Contributed to increase in repeat business by developing strong relationships with guests.
- Streamlined reservation handling, significantly reducing wait times for guests.
- Provided recommendations to guests on local attractions and dining, enriching their stay.
- Facilitated loyalty program that incentivized repeat visits and positive reviews.
- Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
- Greeted guests upon arrival by providing warm welcome.
- Upheld hotel policies and procedures by providing high level of customer service.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
- Managed check-in and check-out processes, ensuring smooth experience for guests.
Education
Bachelor of Science - Hospitality Business Administration
Universidad Jose Cecilio Del Valle
Honduras, CA11-2003
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Excellent multitasking
- Guest services
- Team player mentality
- Training and mentoring
- Guest relations
- Interpersonal communications
- Administrative support
- Conflict resolution
Certification
- Certified Professional in Guest Experience - Tisoh (International School of Hospitality) - 04.02.25-04.02.2030, Certificate ID: CPGE0123
Languages
Spanish
Native or Bilingual
English
Full Professional
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Gym Workouts
- Languages (currently studying Portuguese, French and Italian)
Timeline
Concierge Assistant Manager
Mandalay Bay Resort & Casino Las Vegas
12.2024 - 05.2025
VIP Assistant Manager
Palms Casino and Resort
04.2022 - 10.2023
Food and Beverage Trainer
Pechanga Resort & Casino Spa
08.2018 - 03.2019
Housekeeping Supervisor/Trainer
Pechanga Resort & Casino Spa
10.2017 - 08.2018
Guest Service Representative
Pechanga Resort & Casino Spa
01.2017 - 10.2017
Bachelor of Science - Hospitality Business Administration
Universidad Jose Cecilio Del Valle
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