Shanta Duncan Abujarad
Las Vegas
Summary
Dynamic, results-driven professional with a unique blend of hospitality leadership, front desk operations, and team development expertise. Proven record of driving revenue growth, achieving record-breaking upsells, and delivering memorable guest experiences. Skilled at coaching teams, building client relationships, and thriving in high-pressure, fast-paced environments. Willing to relocate for the right opportunity.
Overview
22
22
years of professional experience
Work History
Front Desk Lead
Cromwell, Caesars Entertainment
Las Vegas
02.2025 - Current
- Focus on guests' needs while driving revenue, building a reputable platform, and fostering strong relationships with guests.
- Goal-driven for upsell, achieving the highest upsells in company history, significantly boosting revenue.
- Built strong relationships with Diamond and Seven Star guests, boosting repeat visits and loyalty.
- Contribute to team building and work closely with colleagues to maintain a high-performing, cohesive team.
Team Lead Trainer
Amazon
Atlanta
08.2020 - Current
- Designed and implemented comprehensive training programs for new and existing team leads, improving operational performance and productivity.
- Mentored staff to enhance customer satisfaction, problem-solving skills, and team efficiency.
- Developed standardized onboarding and coaching processes to ensure consistent service quality across shifts.
- Monitored performance metrics, identifying areas for improvement and implementing corrective action plans.
- Collaborated with management to streamline workflows and boost overall team output.
- Facilitated workshops and skill-building sessions to strengthen leadership and communication among team members.
Professional Actor
05.2016 - Current
- Performed in theater and screen productions, mastering diverse roles and dialects.
- Studied scripts, developed characters, and collaborated creatively with peers.
- Participated in auditions, wardrobe fittings, and production rehearsals to ensure polished performances.
Guest Service Lead
Hilton
Atlanta
12.2023 - 11.2024
- Exceeded monthly sales targets, generating $100,000+ in additional revenue within six months.
- Strategically collaborated with management to optimize service delivery and operational efficiency.
- Led team initiatives to improve upselling, guest satisfaction, and overall revenue performance.
Professional Development During COVID-19
01.2020 - 01.2022
- Completed online training courses to enhance hospitality, customer service, and team leadership skills.
- Stayed connected with industry networks and professional outlets to remain current with trends and best practices.
- Maintained and sharpened skills to ensure a seamless return to the workforce after the pandemic.
Team Lead
Mercedes Benz Stadium
Atlanta
01.2018 - 01.2021
- Managed a team of guest service agents, achieving a 95% first-contact resolution rate.
- Implemented process improvements to increase efficiency and revenue growth.
- Maintained a high level of safety and security for all VIP guests.
Accounting Clerk Manager
Shelby County & Fulton County Sheriff Department
01.2004 - 01.2012
- Managed financial accounts, reconciled records, and processed inmate funds with accuracy.
- Maintained operational efficiency through organized data management and reporting.
Education
Bachelor of Arts - Theatre / Performing Arts
University of
[State]LMS Academy Certificate -
LMS Academy
Certified Guest Service Professional (CGSP) -
American Hotel & Lodging Educational Institute
Skills
- Revenue growth & upselling strategy
- Team leadership
- Coaching
- Mentorship
- Customer experience
- Guest relations
- Hospitality operations
- Pre-opening launches
- Acting
- Performance
- Live production
- Process improvement
- Problem-solving
- Training
- Development program design
- Time management
- Organizational efficiency
Closing Statement
Musical theatre trained, results-driven professional with expertise in customer service, team leadership, and accounting seeks a challenging role in a dynamic work environment. With a proven track record of driving revenue growth, exceeding sales targets, and providing exceptional customer service, I am confident in my ability to make a positive impact on your team. As a seasoned professional with experience in fast-paced environments, I possess excellent communication and problem-solving skills, with the ability to work effectively in high-pressure situations. My expertise in training and development enables me to coach and mentor team members to achieve their full potential. I am excited to bring my unique blend of skills and experience to a new role and contribute to a positive and productive work environment. I am a team player, a creative problem solver, and a passionate leader, dedicated to achieving excellence in all aspects of my work. Thank you for considering my application. I look forward to discussing how I can be an asset to your team.
Timeline
Front Desk Lead
Cromwell, Caesars Entertainment
02.2025 - Current
Guest Service Lead
Hilton
12.2023 - 11.2024
Team Lead Trainer
Amazon
08.2020 - Current
Professional Development During COVID-19
01.2020 - 01.2022
Team Lead
Mercedes Benz Stadium
01.2018 - 01.2021
Professional Actor
05.2016 - Current
Accounting Clerk Manager
Shelby County & Fulton County Sheriff Department
01.2004 - 01.2012
Bachelor of Arts - Theatre / Performing Arts
University of
LMS Academy Certificate -
LMS Academy
Certified Guest Service Professional (CGSP) -
American Hotel & Lodging Educational Institute