Martina Barbarian
Henderson,NV
Summary
It has been my privilege to operate in the extraordinarily fast-paced and culturally diverse
hospitality hub of Las Vegas. Leading in this environment has given me the opportunity to
hone my talents and cultivate my passions for opening resorts, leading teams, creating and leading innovative business models, and curating the most memorable guest experiences.
Overview
13
13
years of professional experience
Work History
Executive Director, Membership Experience
Fontainebleau Resort
Las Vegas, NV
05.2023 - Current
- Crafted brand guidelines, marketing tools, membership packaging, and brand story for the Poodle Room
- Created framework for membership strategy
- Created SOPs, and training manual for membership
- Responsible for identifying sources of high quality potential new members or groups, and engaging them to want to join Poodle Room.
- Host events and manage pop-up activations aimed at attracting prospective members.
- Build relationships and develop partnerships with relevant networks and companies to generate interest
- Review applications, interview prospective members, and host tours.
- Manage membership database, ensuring accuracy of data entry and legal agreements.
- Drive performance with clear targets and expectations, holding everyone accountable for achieving membership key performance indicators
Director of Guest Relations
Resorts World
Las Vegas , NV
11.2020 - 05.2023
- Responsible for all Forbes Travel Guide initiatives property wide.
- Created SOPS, training manuals, and organizational initiatives to drive guest experience scores up.
- Tracked performance metrics related to customer satisfaction levels in each area.
- Prepared detailed reports on operational performance which were shared with senior leadership team regularly.
- Provided guidance and direction to team members on how to address customer inquiries, complaints, and concerns.
- Managed daily operations of the Guest Relations department including staffing schedules, budgeting, inventory management.
- Developed and implemented strategies to improve customer service experience.
- Provided ongoing coaching and mentoring support for employees in order to increase their knowledge base around hospitality standards.
Director of Luxury Experience
Park MGM & Nomad Las Vegas
Las Vegas, NV
03.2018 - 09.2020
- Created the overall vision for the first ever Luxury Experience Program for Park MGM and Nomad Las Vegas.
- Owned the execution and direction of Luxury Experience in achieving the operational and
financial goals. - Continuously executed strategic marketing plans to entice guest bookings, repeat visits,
and increase incremental spend. - Participated in the creation of a CRM in order to collect preferences, habits, and desires
for future stays and marketing efforts. - Curated exclusive events, and partnerships with local companies in order to create
special amenities, moments, and services for the program. - Oversaw and managed the concierge team, while leading new efforts and sales direction
daily.
Director, International Marketing
SLS Las Vegas, a Tribute Portfolio Resort
Las Vegas, NV
08.2016 - 09.2017
- Promoted brand awareness by increasing market penetration across International markets.
- Managed and supervised the far east marketing team.
- Created host incentive goals, measured their productivity and created reports to quantify
incentive compensation. - Maintained close communication with targeted guests through personal contact
(telephone, email, in person, etc) to increase brand awareness, notify of upcoming events
and promotions, external functions and special events to encourage trip frequency. - Crafted strategic marketing campaigns to create and enhance guest/player loyalty.
International Marketing Executive
Wynn Las Vegas
Las Vegas, NV
04.2013 - 08.2016
- Responsible for identifying and managing high profile international and domestic clients.
- Greeted all VIPs on the casino floor, at special events and promotions; anticipated
and responds to needs of targeted guests including arranging accommodations and
amenities (shows, hotel, restaurant, transportation). - Managed and tracked discretionary comps based on player account value according to
established guidelines. - Prepared sales narratives recommending approaches and initiatives to Player
Development and Sales departments.
Executive Casino Host
Palms Casino and Resort
Las Vegas, NV
10.2011 - 04.2013
- Interacted on a frequent basis with high-limit slot players and high-limit table games
players to build and retain VIP player loyalty. - Devised and executed strategies and programs to increase revenue and new play,
utilizing all supporting departments in a profitable way.
VIP Supervisor
The Cosmopolitan Las, Las Vegas Blvd
Las Vegas, NV
10.2010 - 10.2011
- Provided excellent customer service by responding promptly to inquiries from VIPs and resolving any issues that may arise.
- Developed and managed memos, policies, procedures, training manuals, and operations
manuals for VIP Services. - Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Part of the opening team and worked with all departments to streamline VIP services.
Education
Bachelor of Science - Hospitality Administration And Management
University of Nevada - Las Vegas
Las Vegas, NV07-2009
Skills
- Community Engagement
- Report Compilation
- Strategic Planning
- Business Development
- Operations Management
- Stakeholder Relations
- Leadership Development
- Negotiation
- Marketing
- Outreach Programs
- Public Speaking
Languages
Spanish
Native/ Bilingual
French
Professional
Armenian
Native/ Bilingual
Accomplishments
- I was honored to be featured in a Conde Nast
Spain Article. This Article highlighted
the special moments my team and i
created for our loyal guests at Park MGM & Nomad. Our work earned us several features in other publications and media outlets as well. - My Team and I were nominated for
the Chairman's Excellence Award at
MGM resorts, due to our excellent
customer experience stories in less than a year of operations. - Exceeded financial targets for by 18% for new client business at SLS first quarter.
Timeline
Executive Director, Membership Experience
Fontainebleau Resort
05.2023 - Current
Director of Guest Relations
Resorts World
11.2020 - 05.2023
Director of Luxury Experience
Park MGM & Nomad Las Vegas
03.2018 - 09.2020
Director, International Marketing
SLS Las Vegas, a Tribute Portfolio Resort
08.2016 - 09.2017
International Marketing Executive
Wynn Las Vegas
04.2013 - 08.2016
Executive Casino Host
Palms Casino and Resort
10.2011 - 04.2013
VIP Supervisor
The Cosmopolitan Las, Las Vegas Blvd
10.2010 - 10.2011
Bachelor of Science - Hospitality Administration And Management
University of Nevada - Las Vegas
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