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Corporate Guest Relations Manager

Location:
Vancouver, Washington, United States
Posted:
August 14, 2018

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Resume:

Lori Pastor

**** ** **** ******. *********, WA **665. 702-***-****. ac6n6i@r.postjobfree.com

EDUCATION:

Master of Arts Degree (summa cum laude)

English – Arizona State University (2017)

Study Abroad Program (summa cum laude)

English – Oxford University (2017)

Bachelor of Liberal Arts Degree

English – University of Nevada, Las Vegas (1998)

WORK EXPERIENCE:

Copywriter/Editor – Black Dot Writing, LLC: (2018-present)

Writing and ghostwriting articles, papers, and blogs

Editing manuscripts, books, e-books, articles, dissertations, and other client media

Conducting research on behalf of clients for all media related projects

Website editing and design

Developmental and line editing services

Copywriting

Drafting internal and external memos and other communication

Corporate Guest Relations Manager – MGM Resorts International: (2014-2017)

Lead strategic team dedicated to companywide guest engagement, messaging strategies, and public relations initiatives across multiple travel review sites such as Facebook, Twitter, Instagram, TripAdvisor, Yelp, Expedia, Hotels.com, and Booking.com

Managed daily operations of the Corporate Guest Relations staff.

Provided performance metrics reports, SWOT analyses, and behavioral trending presentations related to guest engagement.

Liaised with property Guest Experience departments to identify and correct any pervasive service issues.

Served as point of contact within MGM Resorts International for the training and comprehensive utilization of the Revinate social analytics site.

Resolved escalated guest concerns across multiple communication channels.

Coordinated with properties within MGM Resorts International on reputation improvement campaigns.

Assisted with implementation of company marketing strategies across numerous platforms.

Investigated and responded to guest surveys, OTA inquiries, corporate entities, emails, and letters.

Managed MGM Resorts International Chairman’s Service Excellence Awards nomination and awards selection process.

Monitored latest technological trends in hospitality for potential implementation and enhanced performance capabilities.

Manager of Guest Experience – MGM Grand Las Vegas: (2006-2014)

Public relations representative for MGM Grand in the areas of social media (TripAdvisor/Expedia/Yelp/Hotels.com/Facebook/Twitter), guest surveys, OTA companies, and corporate inquiry.

Addressed all guest concerns via email, online survey, and written correspondence.

Utilized software such as Excel, Word, and Power Point programs.

Architect and training facilitator for the Market Metrix Manager Accountability system.

Established and maintained databases for trend analysis and management review.

Provided ancillary support for project requests from management and executives.

Property administrator to former Harris and Market Metrix survey systems.

Updated verbiage and accessible information as needed on mgmgrand.com website.

Group Reservations Specialist – MGM Grand Las Vegas: (2005-2006)

Inputting and updating multiple wholesale reservations.

Assigned to oversee and facilitate all Employee Reservations submitted via departmental heads.

Administered weekly reports including PHFS and FIT Pace.

Assisted Front Desk and Room Reservations with wholesale reservations.

Front Desk Manager - MGM Grand Las Vegas: (2001-2005)

Coordinated schedules of Guest Services Representatives in relation to necessity and demand.

Maintained working knowledge of PC software programs such as MS Word, Excel files, and POS systems.

Prepared metrics reports for hotel management and related departments.

Executed daily tasks relevant to the supervision of the Front Desk, Guest Services, and McCarran Airport auxiliary registration area.

ACHIEVEMENTS & EXTRACURRICULAR ACTIVITES:

MGM Grand Leadership Series Graduate

Graduate CITI Program – IRB Social and Behavioral Research

Co-Chair MGM Resorts LGBT Employee Network Group

Charlie’s Angels Pet Adoption volunteer (2011-Present)

AFAN AIDS Walk 2014-15 (2015 MGM Resorts Team Captain)

Volunteer Blind Center of Nevada

REFERENCES:

Dr. Mark Lussier phone: 480-***-**** email: ac6n6i@r.postjobfree.com

Professor of English and Senior Sustainability Scholar - Arizona State University

Tim Evans phone: 702-***-**** email: ac6n6i@r.postjobfree.com

Director of Marketing – Luxor Hotel & Casino

Jim McCoy phone: 702-***-**** email: ac6n6i@r.postjobfree.com

Director of International Events – MGM Resorts International



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