Leilani Hughes
Las Vegas,NV
Summary
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
5
5
years of professional experience
Work History
Front Desk Supervisor
MGM Grand
Las Vegas, NV
03.2024 - Current
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Implemented strategies for improving customer service standards across the department.
- Monitored staff performance and provided feedback when necessary.
- Resolved customer complaints promptly and efficiently.
Front Desk Agent
MGM Grand
Las Vegas, NV
09.2022 - Current
- Resolved customer complaints promptly and courteously.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Addressed customer needs in a timely manner.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Coordinated with internal departments to handle wide range of guest needs.
Lifeguard
MGM Grand
Las Vegas, NV
03.2021 - 08.2022
- Recognized swimmers in need of assistance and acted quickly.
- Enforced all safety regulations and posted rules for patrons.
- Observed sections of assigned water zone of responsibility.
- Monitored behaviors for safety violations and took steps to prevent further violations.
- Participated in monthly training courses to stay up-to-date in water rescue techniques.
- Responded quickly to medical emergencies in the pool area.
- Maintained constant surveillance of patrons in the swimming area at all times.
Lead Barista
Starbucks
Las Vegas, NV
06.2019 - 04.2021
- Managed inventory levels by ordering products based on projected needs while maintaining cost-effective practices.
- Enthusiastically engaged customers during busy periods to keep mood light and fun.
- Provided guidance to employees on proper safety protocols when handling food items or operating machinery.
- Provided coaching and feedback to staff members regarding performance expectations.
- Reviewed daily financial reports for accuracy before submitting them for approval.
- Ordered and received supplies to restock beverage items.
- Conducted weekly meetings with baristas to discuss any concerns or issues they had encountered throughout the week.
Education
High School Diploma -
Shadow Ridge High School
Las Vegas, NV05-2020
Skills
- Guest Relations
- Information Protection
- Safety and Security Procedures
- Sales Expertise
- POS Systems
- Hospitality Services
- Administrative Skills
- Problem-Solving Skills
- Customer Service
Accomplishments
- Miss Teen Las Vegas 2019-2020
Languages
Spanish
Limited
Timeline
Front Desk Supervisor
MGM Grand
03.2024 - Current
Front Desk Agent
MGM Grand
09.2022 - Current
Lifeguard
MGM Grand
03.2021 - 08.2022
Lead Barista
Starbucks
06.2019 - 04.2021
High School Diploma -
Shadow Ridge High School
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