OSCAR RODRIGUEZ
Las Vegas,NV
Summary
Customer-focused Operations Leader experienced in managing complex client interactions and enterprise system implementations within luxury resort settings. Achieved significant service improvements and increased system adoption while supporting approximately $600K in daily revenue through relationship building and data-driven decision-making. Results-oriented Operations Manager with expertise in enhancing business processes, leading teams, and implementing lean manufacturing techniques to drive productivity and reduce costs.
Overview
3
3
years of professional experience
Work History
Resort Operations Manager
Vdara Hotel & Spa | MGM Resorts International
Las Vegas, NV
02.2026 - Current
- Lead cross-functional initiatives supporting approximately $600K in daily revenue while maintaining service quality, operational performance, and customer satisfaction.
- Managed complex customer escalations and service-recovery situations, developing effective solutions that met customer needs and aligned with business objectives.
- Led implementation of a new enterprise computer system, coordinating stakeholders, mitigating risks, supporting user adoption, and maintaining continuity for 100+ team members and thousands of guests.
- Analyze KPIs, customer feedback, labor metrics, and forecasting data to identify trends and improvement opportunities.
- Lead and develop 7 salaried leaders and 30+ frontline team members through coaching, training, performance management, and ongoing support.
- Redesigned hiring, onboarding, and training workflows to enhance retention and streamline recruitment and training processes.
Hotel Operations Manager
Vdara Hotel & Spa | MGM Resorts International
Las Vegas, NV
01.2024 - 02.2026
- Led daily operations for a 1,500-room luxury resort, coordinating across departments to deliver consistent customer experiences in a high volume environment.
- Managed 20 Front Desk Representatives, coaching on customer service and problem resolution to enhance overall guest satisfaction.
- Coordinated front desk, housekeeping, and engineering priorities to maintain seamless guest operations.
- Achieved a record-breaking 79% Net Promoter Score (NPS), the highest across the enterprise, demonstrating exceptional customer satisfaction and service excellence.
- Leveraged customer feedback and operational data to enhance business performance, coordinating cross-functional teams for F1, Latin Grammy Awards, and SEMA readiness.
- Monitored service standards and resolved guest concerns to support consistent luxury experience.
Management Associate – Leadership Development Program
MGM Resorts International
Las Vegas, NV
07.2023 - 01.2024
- Completed MGM's competitive leadership development program, gaining cross-functional experience across 8 hotel departments to enhance operational effectiveness in a 2,700-room integrated resort.
- Collaborated with leaders on workforce planning, budgeting, and forecasting to drive operational improvements and enhance customer experience initiatives.
- Analyzed performance metrics and facilitated cross-functional projects, ensuring effective coordination and alignment among stakeholders.
Education
Bachelor of Science - Hospitality Management
University of Nevada, Las Vegas (UNLV)
Las Vegas, NVSkills
- Customer Success & Client Relations
- Account & Stakeholder Management
- Customer Problem Solving
- Enterprise System Implementation
- User Adoption & Training
- Change Management
- Cross-Functional Collaboration
- Process Improvement
- KPI Analysis
- Customer Experience
- Revenue & Upselling
- Risk Mitigation
Timeline
Resort Operations Manager
Vdara Hotel & Spa | MGM Resorts International
02.2026 - Current
Hotel Operations Manager
Vdara Hotel & Spa | MGM Resorts International
01.2024 - 02.2026
Management Associate – Leadership Development Program
MGM Resorts International
07.2023 - 01.2024
Bachelor of Science - Hospitality Management
University of Nevada, Las Vegas (UNLV)