Guest Relations Manager

Guest Relations Manager — The Grand Horizon Resort

Las Vegas, NV | July 2023 – Present

• Led a guest relations team of 12 hospitality specialists, increasing overall guest satisfaction scores from 84% to 96% over an 18-month period through targeted customer service training.
• Managed a VIP relations budget of $85,000, optimizing guest amenities procurement and partnerships to reduce monthly operational expenses by 14% while elevating arrival packages.
• Implemented a digital check-in queue system using Opera Cloud PMS, reducing average guest front-desk wait times by 32% and increasing mobile check-in adoption to 68%.
• Resolved 98% of escalated guest service issues within 15 minutes of report, tracking resolutions in Salesforce CRM to identify and correct 5 recurring operational service bottlenecks.

Assistant Guest Relations Manager — Vanguard Boutique Hotel

Las Vegas, NV | June 2021 – June 2023

• Supervised daily front office and concierge operations for a 250-room boutique facility, boosting guest loyalty program registrations by 24% in a 12-month timeframe.
• Coordinated with housekeeping and maintenance departments using HotSOS to speed up room readiness verification by 28%, saving 20 minutes of guest wait time during peak hours.
• Organized a monthly staff feedback program for 18 service employees, reducing team onboarding times by 22% and improving quarterly team retention rates by 15%.
• Conducted weekly quality assurance audits across all guest-facing departments, identifying and resolving 14 service gaps to maintain a 95% brand compliance score.

Guest relationship management, Front office operations, Conflict resolution, Loyalty program growth, Opera Cloud PMS, HotSOS, Salesforce CRM, VIP guest relations, Staff onboarding and training, Budget management, Quality assurance auditing, Cross-department coordination, Escalation handling, Service recovery, Event planning

Guest Loyalty Engagement Initiative

Role: Lead Guest Relations Manager

Tools: Salesforce CRM, Opera Cloud PMS, Mailchimp

Redesigned the guest outreach and welcome program, leading to a 34% increase in repeat guest stays and a $45,000 growth in loyalty revenue over 12 months.

Contactless Guest Service Deployment

Role: Assistant Guest Relations Manager

Tools: HotSOS, ALICE Hospitality Platform, Twilio SMS

Co-led the migration to mobile-first guest communications, reducing guest check-in times by 40% and boosting post-stay satisfaction ratings by 18%.

• Certified Guest Service Professional (CGSP) (2022)
• Certified Hospitality Supervisor (CHS) (2023)
• Certified Lodging Manager (CLM) (2025)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Event coordinator for community food drives (2022-present)
• Availability: 2 weeks notice