Manager Service

Sabrina Michelle Ghoslin

**** ******** ***, *** *****, Nevada, 89081 Home # 702-***-****

I am currently seeking a location in which I can expand my career within the industry while providing the best experience for external and internal guests. I believe I can use my knowledge and experience to assist the company with increased profitability, customer service experience and increase associate satisfaction over the long term.

December 2007- Caesars Palace, Las Vegas, Nevada 702-***-****

June 2018 EVS Manager

Manage daily operations which include overseeing a staff of 235 associates, 9 supervisors while ensuring cleanliness of the casino public areas are being kept in optimal condition for external/ internal guests, while keeping associates engaged and motivated.

Develop and conduct training as needed for associates such as Spotlight on Service, Forbes, policy & procedures, new hires and various other training opportunities including conducting Buzz sessions weekly for daily information.

Maximize staffing when creating schedules for 3 shifts while taking account of business needs, vacations, leaves of absence and various other needs that may arise.

Implement and ensure that all policies and procedures are being followed which includes issuing documented coaching's up to and including terminations while partnering with Human Resources.

Created IDOC PowerPoint and various other presentations for department, rolling 60 day tracking sheet for extra board to ensure that the 25% fails to work rule is being followed, department SOPs for stations, department score cards and various other projects.

Managed opening of new convention area, pool expansion, baccarat expansion, multiple restaurants starting with Central to Mr. Chow as well as various lounges by ensuring it was cleaned and ready to Caesar's standards. Also very efficient at finding new products to help in create new efficiencies in the dept.

Proficient in payroll, FTE reductions, justifications, capital requests, CIP's, employee reviews, hiring, shift bids, on-call scheduling, vacation approvals within union contract rules, Culinary Union Contract, participated in several CI and Kaizen events, create monthly billing for chargeback locations and created a weekly operating report for tracking the FTE's to compare to our monthly/yearly budget.

Completed 2012-2018 budgets for department and assisted in 2011 budget.

June 2006- Caesars Palace, Las Vegas, Nevada 702-***-****

December 2007 Night Auditor/ Front Desk Agent

Checked in and out all guests for 5 towers, rectified situations for guests by providing solutions to the issues Maximize potential profits or potential losses both on the desk and as night auditor.

Manage confidential billing errors

January 2006- Fiesta Rancho Hotel and Casino, Las Vegas, Nevada 702-***-****

March 2006 Assistant Hotel Manager

Managed operations for front desk, housekeeping, valet, uniforms, reservations, PBX and gift shop within the property.

Assisted with scheduling, manage hotel availability, and monthly financial reports

Experience with ordering uniforms, furniture and cleaning equipment for the hotel.

August 2001- Walt Disney World CO., Lake Buena Vista, Florida 407-***-****

October 2005 Dinner Show Reservationist

Manage daily operation of two dinner shows for two different resorts on property.

Maximized dining floor plan for potential revenue

Provided an increase of profits by implementing new table management procedures

Created daily billing for services for large parties and convention groups

Rectify accounting errors.

February 2001- Billing and Research, Disney's Fort Wilderness Resort and Campground

August 2001 Manage billing errors to minimize the potential room revenue loss of the resort

Book any outstanding complimentary nights for guest recovery

Manage database of rectified accounting errors.

Responsible for maintaining No Strings Attached for the resort

March 1999- Rooms Control, Disney's Fort Wilderness Resort and Campground

February 2001 Assisted cast members in the daily operation of the resort.

Determined the marketing strategy for the resort each day

Maximized the potential room revenue for the resort by utilizing room inventory as booked

June 1998- Graveyard Rooms Control, Disney's Fort Wilderness Resort and Campground

March 1999 Responsible for the nightly audits.

Compiled occupancy statistics for 16 Walt Disney World Resorts

Managed confidential property loss reports

Partnered with ETR concerning labor hours

July 1997- Front Desk Hostess, Disney's Fort Wilderness Resort and Campground

June 1998 Checked guests in and out of the resort and assisted guests with coordinating their vacations

Sold tickets to Theme Parks, made dining reservations and responsible for immediate service recovery

100% empowered with financial decisions

Assisted with coaching and training of new cast members

March 1995- Lead Hostess, Disney's MGM Studios, Backlot Express and Outdoor Foods

June 1998 Oversaw staff in daily operation of the largest restaurant and outdoor foods complex in Walt Disney World.

Managed daily reconciliation of banks, job assignments, and shift changeovers

Responsible for food preparation, food storage and inventory control.

Assisted with coaching and training of new cast members

EDUCATION

Valencia Community College, Kissimmee, Florida

Incomplete Bachelor of Science degree

Major; Business Management

Gateway High School, Kissimmee, Florida

General Diploma 1995 with Honors

ADDITIONAL INFORMATION

Disney Classes

HRGAS, Train the Trainer, Resort Package Management, Traditions, Disney Days, Responsible Vendor, Food Handling, Managing Generations in the Workplace, Excellence in Service and Working with Upset Customers.

Harrah's Entertainment Classes

Reaching for the Stars, Step One, Entertaining Our Best, Responsible Gaming, Preventing Workplace Harassment, Compliance and Ethics Program, Focus, Spotlight on Behaviors, Spotlight on Service, Forbes, Excellence in Supervision, Diversity, Legendary Leadership and SuperLAP test.

Office and Technical Skills

Windows 95, Windows 97, Windows 2000, Windows 2010, Microsoft Word, Lotus, Word Perfect, Excel, Power Point, Office 2000, cc: Mail, Outlook, Timeworks, HotSOS, CRS, TIPD1, HRGAS, DINE, LMS, some DataWorks, Kronos and JDE.

Activities/Organizations

Trainer for Spotlight on Service for Caesars Palace, Panel Interviews at the Employment Center, Cross trained in Housekeeping and at the Rio, Shopped competitive properties, H.E.R.O.S, Global Communications, Diversity, Cast Advisory Council, President of Students Against Driving Drunk.

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