SERENA STALNAKER
Las Vegas,NV
Summary
Hospitality professional with 15 years of progressive experience and a focus on employee development, operational accuracy, and elevated guest service. Known for an encouraging leadership style, effective communication, and strong problem-solving skills that strengthen team culture and guest satisfaction.
Overview
16
16
years of professional experience
Work History
Front Desk Manager
The Venetian Resort
09.2021 - Current
- Model Maestro Fundamentals in all guest interactions and team support.
- Manage daily front office operations, including staffing, break boards, and workflow coordination.
- Train, coach, and mentor team members, fostering confidence, consistency, and operational excellence.
- Deliver solutions-focused guest service and effective recovery.
- Partner with other departments to maintain inventory flow and seamless operations.
- Assign and oversee team members’ duties to support efficient daily performance.
- Oversaw call center operations, ensuring communication consistency and service accuracy.
- Played a key role in launching Zingle; developed training materials and trained the full team.
- Coached agents on call quality, efficiency, service recovery, and procedural updates.
- Analyzed call reports, productivity metrics, and Zingle statistics to identify improvement opportunities.
Front Office Lead / Mentor / Scheduler / Night Audit
The Venetian Resort
01.2017 - 09.2021
- Delivered excellent guest recovery and front office support.
- Produced staffing and budget reports; maintained schedules and attendance accuracy.
- Mentored team members and supported new hire integration.
- Ensured accuracy of financial postings across departments.
- Completed night audit balancing, date roll, and reporting.
- Managed break boards and supported daily operational flow.
Assistant Manager
The Coffee Bean & Tea Leaf
01.2010 - 01.2017
- Resolved escalated guest concerns and ensured effective recovery.
- Created schedules, budget worksheets, and operational reports.
- Trained new baristas and supervisors on service standards and POS systems.
- Supported hiring decisions; managed cash handling and deposits.
- Developed tracking tools and incentive programs supporting sales and operations.
Education
Business
College of Southern Nevada
Bachelor of Science - Cloud And Network Engineering
Western Governors University
01-2030
Skills
- Operational Accuracy
- Hotel Operations
- Guest Service Professional
- Training & Coaching
- Mentor
- SOP Reinforcement
- Team Development
- Communication
- Scheduling
- Call Center Operations
- Inventory Coordination
- LMS
- Virtual Roster
- Cognos
- Amadeus
- ODA
- Avaya
- Zingle
- Microsoft Office Suite
- Aloha
- CrunchTime
Timeline
Front Desk Manager
The Venetian Resort
09.2021 - Current
Front Office Lead / Mentor / Scheduler / Night Audit
The Venetian Resort
01.2017 - 09.2021
Assistant Manager
The Coffee Bean & Tea Leaf
01.2010 - 01.2017
Business
College of Southern Nevada
Bachelor of Science - Cloud And Network Engineering
Western Governors University