Sonja Hinojosa
Las Vegas,NV
Summary
Proven leader in hospitality and retail management, adept at driving customer satisfaction and team development. Skilled in negotiation and exceptional customer service, I've successfully enhanced guest experiences and operational efficiency. Expert in talent acquisition, I've significantly improved staff retention and training programs, contributing to substantial revenue growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Travel Consultant-Corporate Travel Agent
Vista Global
Columbus, OH
02.2023 - Current
- Serving as Travel Coordinator in a company that is a leader in full-service global aviation. Includes knowledge of industry regulations to schedule and book crew travel, resource management, coordinating flight crew accommodations and transportation, coordinating roster changes, and working with respective databases and tracking programs (SABRE, both native and graphical; FlightBridge; GV Aviation). Remaining current with aviation and FAA requirements. Awareness of travel industry standards while negotiating with hotels, car rental companies, and commercial flight companies. Providing live and emergent flight crew, and corporate travel requests.
Manager of Guest Services
The Mob Museum-National Museum of Organized Crime
Las Vegas, NV
10.2021 - 02.2023
- Served as primary contributor to the Manager on Duty rotation whilst advancing, implementing, and managing initiatives to enhance the guest experience. Responsible for the management and oversight of critical, public-facing operations with a staff of 50+. Including community mentoring and training for developmentally challenged young adults. Ensuring appropriate financial controls were in place, guest satisfactions remaining consistently high, and revenue streams from all experiences including other on-site sales initiatives, including membership sales. Responsible for stewarding guest engagement via the Education, Mediated Experiences and Content teams. Overseeing staff and execution of public events. Established Keyholder positions as addtional support for management and development of future managerial roles. Developed and delivered guest service training for all guest and front facing positions. Developed and maintained interviewing and retention processes.
Tavern Manager
NRSI-Dottys Casinos
Las Vegas, NV
07.2020 - 02.2021
- Overseeing daily tavern and casino operations for multiple locations, managing a staff of 40+, revenue management, product management, guest relations, supply ordering, including liquor, tobacco, food, dry supplies, and casino equipment. Implementing and upholding federal regulations during the pandemic. Responsible for inventory control, slot machine maintenance and troubleshooting, casino/jackpot management, guest loyalty program management, scheduling, team building, cash handling ($200,000), bartending, and field operations with a 24-hour on-call schedule.
Hotel Manager
Station Casinos
Las Vegas, NV
06.2018 - 03.2020
- Overseeing daily hotel operations, managing a staff of 30+, forecasting, revenue management, room inventory management, guest relations, creating and maintaining customer service standards, and overseeing front services, including the front desk, bell/valet, and outside transportation. Establishing recruiting, talent acquisition, retention and training. Payroll management, team building, and maintaining departmental communications.
Room Reservations Supervisor
Tropicana Casino And Resort
Las Vegas, NV
06.2016 - 04.2018
- Overseeing daily operations. Establishing and maintaining daily departmental functions, managing staff of 20+, booking and retention of reservations via internet bookings, third party management and wholesale engine management, inhouse bookings, inventory control, revenue management, casino bookings and promotions.
Hotel Manager
Tropicana Resort and Casino
Las Vegas, NV
11.2013 - 06.2016
- Overseeing daily hotel operations, managing a staff of over 50, forecasting and revenue management, creating and maintaining customer service standards to adhere to Hilton Worldwide policies, managing guest relations, overseeing all front services including the bell desk, valet, and outside transportation, and maintaining departmental communications. Overseeing and coordinating hotel turnover with other departments (housekeeping, engineering, VIP services, security) Maintained staff of 50+ with collective bargaining agreement. Developed and facilitated a new hire training program, created and maintained a database to keep staff training current, produced training material, and trained additional trainers within Hilton Worldwide standards. Certified trainer within Hilton Worldwide.
Retail Buyer and Manager
Boyd Gaming
Las Vegas, NV
12.2008 - 11.2013
- Overseeing daily operations of retail stores, hiring, training, and retaining staff, scheduling, payroll management, setting, meeting, and exceeding sales goals, establishing and implementing inventory control methods, attending trade shows, identifying trends, obtaining new products and vendors, negotiating contract terms, purchasing, setting up new accounts, store planning, layouts, and monthly store sets.
Education
Associate of Arts - Fine Arts
College of Southern Nevada
Las Vegas, NV06-2023
Bachelor of Arts - Art Therapy
Maharishi University
Fairfield, IA Skills
- Exceptional customer service
- Excellent communication
- Time management
- Negotiation and conflict resolution
- Team building and development
- Talent acquisition and retention
- Self-motivated work ethic
Certification
- Certified Trainer with Hilton Worldwide
- Key Licensed City of Henderson
- CPR/AED/First Aid Certified
- Certified Sound Healer
- Yoga Practitioner/Teacher Certification -in progress
Affiliations
- Volunteer activity: Three Square of Southern Nevada, Miracle League of Southern Nevada, Animal Foundation, CASA (court appointed special advocate) Helping Hands of Southern Nevada.
Timeline
Business Travel Consultant-Corporate Travel Agent
Vista Global
02.2023 - Current
Manager of Guest Services
The Mob Museum-National Museum of Organized Crime
10.2021 - 02.2023
Tavern Manager
NRSI-Dottys Casinos
07.2020 - 02.2021
Hotel Manager
Station Casinos
06.2018 - 03.2020
Room Reservations Supervisor
Tropicana Casino And Resort
06.2016 - 04.2018
Hotel Manager
Tropicana Resort and Casino
11.2013 - 06.2016
Retail Buyer and Manager
Boyd Gaming
12.2008 - 11.2013
Associate of Arts - Fine Arts
College of Southern Nevada
Bachelor of Arts - Art Therapy
Maharishi University
Similar Profiles
JOHN P REBSTOCKJOHN P REBSTOCK
Director of Sales at XO + Vista GlobalDirector of Sales at XO + Vista Global
Cindy ArellanoCindy Arellano
Administrative Office Assistant at Vista Global AcademiesAdministrative Office Assistant at Vista Global Academies
Tianhe QinTianhe Qin
Technology Solutions Manager at Vista Contracting& Investment Global (Subsidiary Of Samsung C&T)Technology Solutions Manager at Vista Contracting& Investment Global (Subsidiary Of Samsung C&T)
Moana KahanaMoana Kahana
Customer Service Advocate IV at Centene CorporationCustomer Service Advocate IV at Centene Corporation
Elizabeth ClayElizabeth Clay
First Grade Classroom Teacher at CCSD - Pittman, E.S.First Grade Classroom Teacher at CCSD - Pittman, E.S.