PERSONAL SUMMARYA positive, caring, and customer service focused professional who has a relentless drive to deliver results and exceed expectations. Rachel has a track record of effectively leading in various areas of Hotel, making sure teammates are engaged, and most importantly ensuring guests feel cared for, valued, and respected. As a true hands-on leader, Rachel proves daily she is not afraid to jump in and assist wherever needed, and will do whatever is necessary for the overall success of her team and company.

AREAS OF EXPERTISE Customer Service Guest Experience Monitoring Front Desk Management Housekeeping Management Performance Management/Team Building/Employee Engagement Overall Hotel Operations Interdepartmental Communication Corporate Social Responsibility Initiative Promotion Special Event Management Volunteerism

CAREER HISTORYMGM Grand Hotel – Las Vegas, NVAssistant Executive Housekeeper - Operations Manager Sep 2015 - presentDuties:

Monitoring staff productivity and daily operations to produce both short and long term profitability Maximizing Room Inventory by communicating directly with Front Office Operations to ensure highest occupancy

and revenue. Work directly with Rooms Coordinators and Front Office as well as monitor the RDR (room ready) process to

ensure guest satisfaction and decreased wait times Oversee day to day operations of the Out of Order inventory in communication with Tower Manager to maximize

room availability Communicate with Floor Managers and act as a liaison for guest request and interdepartmental inquiries regarding

VIP guests, room inventory, and room statuses/discrepancies Monitor HOTSOS requests and follow up on all work orders in a timely manner Responsible for reviewing and responding to GEM (guest experience) surveys received and contacting guest with

resolution and possible compensation

Rachel Davis1613 Robin St, Las Vegas, NV 702-210-9042

rdavis@lv.mgmgrand.com

Oversee department CSR commitments and volunteer opportunities, attend Hotel Operations CSR/Volunteer meetings and provide updates to department, as well as maintain division newsletter and communication regarding upcoming CSR events

Manage and oversees managers/employees in assigned areas to ensure they adhere to and enforce company and departmental policies.

Create a work environment of employee engagement and trust that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; adheres to the Company’s diversity commitment; compliance with the Company policies, legal requirements and collective bargaining agreements.

Coordinate and review the delivery and measurement of guest service consistent with company standards and brand attributes. This includes internal communication with Floor Managers and staff regarding results of Guest Service Monitor system

MGM Grand Hotel – Las Vegas, NVAssistant Executive Housekeeper (Floor Manager) Jun 2014 - Sep 2015Duties:

Manage employees in assigned areas to ensure they adhere to company/departmental policies and safety procedures as well as coach, mentor, and meet with employees on a regular basis

Inspect guest rooms and ensure they are cleaned up to company standards Maintain inventory of all supplies for employees to complete duties and for guest rooms/requests Balance proper distribution of rooms and service requests to staff and ensure timely updated information is given

to Front Office through completing daily reports and paperwork

MGM Grand Hotel – Las Vegas, NVAssistant Front Desk Manager Feb 2011 - Jun 2014Duties:

Coach, mentor, and support Front Desk Agents to ensure excellent guest service is provided Handle guest complaints and provide resolution in timely manner Complete all assigned projects/tasks as well as maintain excellent interdepartmental communication

MGM Grand Hotel – Las Vegas, NVFRONT DESK AGENT/LOBBY AMBASSADOR Jan 2007 - Feb 2011Duties:

Provide excellent guest service by being proactive and maintaining a positive guest focused attitude Greet guest, register guest, provide clear directions and answer any guest inquiries with accurate information

ACADEMIC QUALIFICATIONSCollege of Southern Nevada continuing classesBA Business Management

Cheyenne High School 1999-2003Advanced Diploma (Honors)

REFERENCES - Available upon request

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