Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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NATALIE REYES

North Las Vegas,NV

Summary

Dynamic event planner with over 8 years of experience in the hospitality industry, specializing in conference services, catering, VIP services, front operations, and group reservations. With a background of 15 years in delivering luxury and detailed customer service, I have a proven track record of managing seamless catering operations and coordinating complex conference logistics. Expertise extends to corporate events, sports events, charity functions, and the SMERF market segment, always adding an upscale flair to every occasion. Possess strong organizational skills, a keen eye for luxury standards, and exceptional communication and leadership abilities that enhance team performance and ensure client satisfaction. Seasoned service manager with 10 years of hospitality experience, proficient in business practices, standards of operation, and understanding customer needs. Passion lies in developing teams that prioritize exceptional service delivery and customer retention.

Overview

17
17
years of professional experience

Work History

CATERING & CONFERENCE SERVICE MANGER

Resorts World Las Vegas
11.2021 - Current
  • Taking pride in coordinating all logistics of an event as the primary liaison, from the time the contract is signed to planning visits, billing, housing and group reservations, upselling menus and branding opportunities, meeting room setups and additional needs, security and group transportation, to actualization of the event, adapting to different client needs and requirements, and delivering a successful event
  • Work with unique groups and events such as Summer League teams, NHL teams, NFL teams and World of Poker, Wine Spectator, and Cigar Afficiando for events on property, ensuring privacy or publicity as needed, customizing menus and diets are accommodated while maximizing revenue, and all VIP requests are accommodated, partnering with other departments to create a memorable experience for all guests
  • Leading by example, offering assistance to other team members, communicating new and efficient processes, and celebrating successes such as Token of Red recipients
  • Partnering with various DMCs, vendors and outside production companies, with a keen eye for details, ensuring all is aligned for COI, Fire Inspections, Diagrams, and Load In/Out to maintain the integrity of the property.

CONTACT CENTER MANAGER

Resorts World Las Vegas
02.2021 - 11.2021
  • As part of the Opening Team at Resorts World Las Vegas, recruitment, interviewing, hiring and training qualified team members was key to the success of the property
  • Created department policies, procedures and standards for all programs used, creating a culture of clear communication, empowering The Team to Show Up, Step Up, and Lift Up
  • Developed strong rapport with all departments to receive and deliver accurate information in real time to each other and guests.

CONFERENCE SERVICE MANAGER

Four Seasons Las Vegas
09.2019 - 09.2020
  • Delivered the famous Four Seasons luxury standards for groups over 200, as the primary contact for the Event Planner for all event needs, including sleeping room requirements, meeting room setups, and unique VIP requests
  • Collaborated with Sales, Accounting and Front Desk teams to ensure negotiated contract concessions were honored and accuracy in billing pre- and post event.

EXECUTIVE MEETING MANAGER

Doubletree Suites by Hilton Phoenix
12.2018 - 09.2019
  • Focused on high volume business levels with groups up to 40 people, the sales turnover, planning process to onsite execution
  • For all business leads, negotiated contracts with a high turnover rate, cultivating strong relationships with new clients, while maintaining repeat business, creating personal experiences.

EVENT SERVICES MANAGER

Arizona Biltmore, a Waldorf Astoria Resort
05.2016 - 12.2018
  • Onsite point of contact for meeting planners and attendees, ensuring that all daily requirements within the function space is arranged prior to attendee arrival, anticipated guests needs, and finding solutions as needed with fast response times, while delivering the Forbes Four Star service
  • Enriched the teamwork dynamic amongst all departments throughout the resort to ensure satisfaction for the guests and clear communication for the resort.

CASINO MARKETING VIP SUERPVISOR

Mandalay Bay Resort & Casino
05.2007 - 08.2014
  • Supervised the VIP Casino Call Center, consisting of more than 25 representatives, delivering luxury customer service, while increasing daily productivity to meet increasing KPIs
  • Created a standardized process to qualify Players for Slot or Blackjack Tournaments, incentivizing Players Loyalty with company amenities, and allocating Players in luxury suites, based on room inventory, preferences, needs and Player activity
  • Developed strong relationships with key departments, such as fine dining restaurants throughout the company portfolio to ensure that Casino Guests could enjoy a VIP seating experience.

Education

Tourism and Travel Management -

San Bernardino Community College
Ontario, CA

Vocational Degree - Hospitality Administration and Management

International Airline Academy
Ontario, CA
12.2000

Skills

  • Client Relationship Management
  • Group Reservations Knowledge
  • VIP Services & Front Office Management
  • Logistics Coordination
  • Leadership Experience
  • Vendor Negotiation
  • Partnership Development
  • Personalized & Adaptable Service
  • Forbes Luxury Quality Standards
  • Effective in High-Stress Situations
  • Staff Engagement & Motivation
  • Microsoft Office, Delphi, Social Tables and Passkey
  • Master Connections Courses
  • Team Leadership
  • Multitasking and Organization

Accomplishments

  • Awarded Best in Class Service Award for 2023
  • Awarded Most Catering Upsell for 2023

Timeline

CATERING & CONFERENCE SERVICE MANGER

Resorts World Las Vegas
11.2021 - Current

CONTACT CENTER MANAGER

Resorts World Las Vegas
02.2021 - 11.2021

CONFERENCE SERVICE MANAGER

Four Seasons Las Vegas
09.2019 - 09.2020

EXECUTIVE MEETING MANAGER

Doubletree Suites by Hilton Phoenix
12.2018 - 09.2019

EVENT SERVICES MANAGER

Arizona Biltmore, a Waldorf Astoria Resort
05.2016 - 12.2018

CASINO MARKETING VIP SUERPVISOR

Mandalay Bay Resort & Casino
05.2007 - 08.2014

Tourism and Travel Management -

San Bernardino Community College

Vocational Degree - Hospitality Administration and Management

International Airline Academy

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NATALIE REYES