Director of Operations, Hospitality
Resume:
Patricia Perez
Valparaiso, IN 46385
**********@*****.***
Skills
More than 20 years experience in a leadership role within the casino hotel business. Proficient in Microsoft Office programs as well as various casino, hotel, and OTA extranet systems including payroll, MMS, LMS, Nor1, Expedia, and order management. I also have vast experience setting rates based on player level tiers and ensuring the most profitable players occupy hotel rooms. I pride myself on having excellent communication and management skills to ensure team member morale remains positive. I excel in a professional environment and am a quick learner.
Education
Ball State University August 1995 - May 1999
Bachelor of Science Degree with a major in Marketing
Experience
Blue Chip Casino Hotel and Spa February 2014 - December 2020
Director of Hotel Operations
●Responsible for the daily operations of 10 departments, including Front Office, Bell, Valet, Hotel Housekeeping, Casino Housekeeping, Laundry, Uniforms, Gift Shops, Spa, and Call Center
●Creating and maintaining an annual budget for the specific departments
●Tracking, forecasting, and analyzing marketing trends to ensure the hotel remained competitive through revenue management and various marketing techniques
●Working with OTA’s to gain customers through various marketing campaigns and promotions
●Preparing and presenting monthly and annual financial P&L reports for the CEO and other Executive VP’s of Boyd Gaming
Majestic Star Casino and Hotel July 2010 - February 2014
Hotel Operations Manager
●Responsible for the daily operations of Front Office, Call Center, Shuttle, Housekeeping, and Laundry departments
●Working with Marketing to ensure hotel theoretical was in line with casino player tiers
●Maintaining team member morale to increase team member satisfaction scores
●Responsible for hiring new team members and holding current team members accountable for actions
●Preparing financial reports for the SVP of Hotel Operations
Ameristar Casino Hotel November 2000 - July 2010
East Chicago, IN
Hotel Operations Manager
●Responsible for the daily operations of Front Office, Housekeeping, Bell, and Laundry departments
●Working with corporate Marketing to ensure daily rates were inline with player criteria for complementary and/or discounted rates
●Ensuring room cleanliness was in line with Triple Diamond criteria to maintain hotel rating
●Work with online travel agencies to remain competitive in the market
●Establish and maintain annual budgets
●Prepare and present financial reports to SVP and GM of property
Awards
●Awarded Team Member of the Year at Subway Muncie, IN 1998
●Awarded Supervisor of the Quarter on two separate occasions at Ameristar Casino
●Awarded Manager of the Month at Majestic Star Casino and Hotel
●Presented with Certificate of Appreciation by the White House Communications Agency for providing outstanding service to VP, Joe Biden, in 2014
●Awarded Hotel of the Year in 2019 by LaPorte and Porter County Visitor Bureau Association
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