Carlos Castro - SVP Financial Planning and Analysis of MGM Resorts International
Contact Telephone (702)429-8542
I am fluently bilingual in English and Spanish. I have developed excellent customer service skills along with a natural upbeat and friendly personality. I have expert knowledge of hotel software for well-balanced knowledge and experience. These skills range from report management to high volume front desk and call center experience. I maximized employee performance and efficiency by building and providing training, coaching, organization, and technology resources to the associates. I have a witty personality for a perfect balance between professional and fun.
Lead Executive responsible for all operations within the resort during the night shift. Maintains Five Star standards, appearance standards, guidelines and expectations. Visibility of engineering, security, and housekeeping during the night shift. Trains staff and Supervisors when appropriate. Ensures all disciplinary procedures are updated and in accordance with resort needs. Organizes proper room assignments, handling of VIP arrivals and preparations. Conducts nightly end of day audit procedures balancing all financials. Communicates all updates and reports to Executive Team of nightly activities.
Manage a team of 30 Lounge Representatives. Hire the highest quality candidates while adhering to the company's diversity commitment. Training Development for Lounges to adhere to resort luxury standards. Conduct guest satisfaction reporting through survey program GEM. Resolve guest challenges using all forms of guest correspondence and communication. Run and analyze management reporting for daily operations. Conduct daily pre-shifts for using exciting and innovative ideas to boost guest satisfaction scores.
Built a brand new QA department and created training agendas for new employees. Created evaluation guidelines and documents to be used for grading employee performance. Trained new and current employees on best practices in which to succeed.