James Healey
Las Vegas,NV
Summary
Forward-thinking hospitality executive proficient in managing hotel operations with a passion for creating the exceptional service experience for guests and team members. Proficient in project coordination and analytical problem-solving skills to drive optimal financial results. Diplomatic in resolving disputes and dedicated to ensuring a fully inclusive, diverse and welcoming environment.
Overview
18
18
years of professional experience
Work History
Director of Operations
The Signature at MGM Grand
01.2023 - 06.2023
- Senior Level Executive on site responsible for establishing the daily and future strategy for all operations of the 1728-unit Condo/Hotel property.
- Mobilized over 800 team members within a 4-star hospitality service culture.
- Re-established a "Yes Culture" within our Residential Services team responsible for owner relations, mitigating potential legal action and regaining trust with the over 1500 owners.
- Revamped our airline program to maximize occupancy and increase ADR.
- Collaborate with our legal division daily, to ensure full compliance with CC&R’s, county ordinances and state laws.
- Established an aggressive collections and foreclosure process reducing our bad debt by owners by $2.2m.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Appointed as company representative on all three tower HOA Boards.
Director of Hotel Operations
York New York Hotel & Casino
05.2020 - 01.2023
- As a member of the properties Executive Committee, established and upheld high standards, promoting great customer service and assistance to guests at the Front Desk, Business Center, VIP Lounge, Spa, Salon, Pool, Guest Services, Concierge, Bell Desk, Valet, Self-Parking, Arcade, Roller Coaster, Housekeeping, EVS, and Uniforms.
- Exceeded property EBITDA by 22% in 2022, surpassing the all time property record.
- Implemented successful strategies to increase customer satisfaction by soliciting and reviewing guest feedback and promptly resolved complaints.
- .Project managed a $65 million room renovation project from design thru construction to re-launch. Increased property Net Promoter Score by 15 points.
- Implemented Mobile Check-in achieving a 65% adoption rate by our guests.
- Lead a team of over 350 employees ensuring continuous service and culture training were being performed according to our companies award winning standards.
VP of Hotel Operations
Excalibur Hotel & Casino
08.2019 - 05.2020
- Directed service and business strategy, P&L accountability, budget planning for entire Hotel Ops Division. Revenue increased by 7%.
- Prepared divisional goals and performed regular reviews.
- Implemented a new Housekeeping Inspection Program which increased Floor Manager morale and drove Housekeeping Net Promoter Scores up by 11 points in the fist year.
- Revamped our floor and carpet care program throughout the property, significantly improving overall appearance in our public spaces.
- Implemented a new in-room work order reporting program by collaborating with Engineering for the Guest Room Attendants, driving up employee morale and decreasing guest complaints.
- Mobilized Mobile Check-In for our guests with Digital Key, improving our guest arrival experience driving the Net Promoter Score by 9 points.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Operating Partner
Hamburger Mary's Restaurant And Cabaret
08.2018 - 02.2020
- Managed effective customer service and quality assurance programs to protect business reputation.
- Set and implemented promotional strategies to drive business growth.
- Sourced vendors and negotiated fair contracts to keep costs low.
- Determined appropriate financial goals and administered budgets to control expenses.
- Managed all entertainment agreements and produced show schedules.
- Led all efforts with our marketing partners to create restaurant and show marketing materials
- Ensured all health and safety/sanitation policies were maintained on a daily basis.
- Coordinated with Hamburger Mary's Corporate offices to ensure compliance of all franchise agreements
Director of Hotel Operations, Front Desk
New York Hotel & Casino
11.2014 - 08.2019
- Established and upheld high standards, promoting great customer service and assistance to guests in the Front Desk, Business Center, VIP Lounge, Spa, Salon, Pool, Guest Services, Concierge, Bell Desk, Valet, Self-Parking, EVS, Housekeeping, and Uniforms.
- Exceeded the property's EBITDA record in multiple years
- Implemented successful strategies to increase customer satisfaction by soliciting and reviewing guest feedback and promptly resolved complaints.
- Lead a team of over 295 employees ensuring continuous service and culture training were being performed according to our companies award winning standards.
- Facilitated hundreds of F&B activations/events in our outdoor spaces around sporting events and eventually the opening of T-Mobile Arena and Vegas's first Hockey team, which is on the property.
- Hosted the annual St Baldrick's Brave the Shave fundraiser, raising over $300,000 annually for Childhood Cancer Research. I hosted for 13 years.
Representative
Nevada State Assemblyman
11.2012 - 11.2014
- Served proudly for the constituents of the newly created District 35, which included the far southwest valley of Las Vegas
- Appointed to serve on the Transportation, Commerce and Labor, Legislative Operations and Elections and Natural Resources Committees
- I also served as the Interim-Chair of the Transportation Committee and appointed to the Governors Homeland Security Committee.
- Represented the district by giving presentations and speeches and participating in community events
- Focused on community concerns communicated directly from my constituents.
- Lobbied the Governor and other state agencies to have a traffic light installed at the corner of Cimarron and Blue Diamond, a deadly intersection. This was the fastest install in the states history.
- Installed a bride to connect the communities of Southern Highlands and Mt. Edge. Important for families and business.
- Placed needed crosswalks at schools
- Assisted families with Veterans Affairs concerns
- Passed 4 bills, one of which provided much needed protections for senior citizens.
- Voted best Freshman Legislator
Executive Director of Housekeeping
New York New York Hotel & Casino
06.2005 - 11.2014
- Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success for Housekeeping/EVS/Uniforms.
- Aligned department vision, goals, and objectives with company strategy to achieve consistently high results. Year over year service scores continued to increase.
- Established and maintained strong relationships with guests, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance. Focusing on development of mid-level leaders. Creating a "Pathway to Success" program.
- Developed the companies first full property sustainability program in 2007.
- Cultivated company-wide culture of innovation and collaboration. In EVS, rolled out the "My Employee is My Guest" program. Significantly improving employee morale, leadership retention and productivity.
- Oversaw business-wide changes to modernize procedures and organization.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Led a $23m room re-fresh project as the properties liaison and lead.
- Participated in many research committees, reviewing new technologies and amenities.
- Established as the companies internal consultant on Housekeeping and EVS matters.
Education
Bachelor of Science - Hotel, Motel, And Restaurant Management
California Polytechnic State University- Pomona
Pomona, CAAssociate of Science - Hotel, Motel, And Restaurant Management
Community College of Southern Nevada
Las Vegas, NVBachelor of Science - Hotel, Motel, And Restaurant Management
University of Nevada - Las Vegas
Las Vegas, NVSkills
- Service Excellence
- Operations Oversight
- Fiscal Responsibility
- Motivational Leadership
- Performance Monitoring and Evaluation
- Strategize Business Plans and Process Improvement
- Continuous Quality Improvement (CQI)
- Culture Transformation
- Verbal, Written and Presentation Communication
Accomplishments
- Selected as MGM Resorts "Diversity Champion Warrior" in 2005
- Awarded "National Volunteer of the Year" by the Human Rights Campaign in 2008
- Honored with the "President of the United States Volunteer Service Award" in 2009
- Presented the very first "J Terrence Lanni Award for Service Excellence" presented by MGM Resorts in 2014
- Awarded the "Servant Leadership to my Community and Company" by Nevada State Adjutant General of the National Guard Ondra Berry in 2022
Affiliations
- Past President of non-profit organization Fundraising Las Vegas
- Past President, VP and Advisory Board Member for the Southern Nevada Association of Pride, Inc.
- Served as President of the Board of Directors for Community Counseling Center of S. Nevada
- Served on the National Board of Governors and Steering Committee for the Las Vegas Human Rights Campaign
- Founding member of the Las Vegas Chapter of the Human Rights Campaign Past
Timeline
Director of Operations
The Signature at MGM Grand
01.2023 - 06.2023
Director of Hotel Operations
York New York Hotel & Casino
05.2020 - 01.2023
VP of Hotel Operations
Excalibur Hotel & Casino
08.2019 - 05.2020
Operating Partner
Hamburger Mary's Restaurant And Cabaret
08.2018 - 02.2020
Director of Hotel Operations, Front Desk
New York Hotel & Casino
11.2014 - 08.2019
Representative
Nevada State Assemblyman
11.2012 - 11.2014
Executive Director of Housekeeping
New York New York Hotel & Casino
06.2005 - 11.2014
Bachelor of Science - Hotel, Motel, And Restaurant Management
California Polytechnic State University- Pomona
Associate of Science - Hotel, Motel, And Restaurant Management
Community College of Southern Nevada
Bachelor of Science - Hotel, Motel, And Restaurant Management
University of Nevada - Las Vegas
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