EDUCATION
University of Pennsylvania
1995 – 1999
B.A. in Psychology, Minor: Theater Arts
Columbia University
2001 – 2002
Masters in Organizational Psychology
WORK EXPERIENCE
Ojai Valley Inn
Learning and Development Manager/Director of Service Excellence
COVID-19 Task Force Leader
November 2016–Present
The Cosmopolitan of Las Vegas
Guest Experience Manager/Guest Services Operations
Manager/Learning and Development Manager
November 2012–November 2016
University of Nevada Las Vegas
Instructor – Harrah College of Hotel Management
January 2016-December 2016
The Freeman Group
Project Director
November 2011–November 2012
Tropicana Las Vegas
Service Excellence Manager/Reservations Manager/Director of VIP
January 2010–November 2011
Pacific Islands Club Resort – Guam
Training Manager
January 2009–December 2009
MGM Grand/The Signature at MGM Grand/Skylofts
Service Excellence Specialist
August 2006–January 2009
CERTIFICATIONS/MEMBERSHIPS
Certificate in Conflict Resolution – Teacher’s College, NY, NY
Certified Trainer: Instructional Techniques Seminar – Freeman Group
Certified Trainer: Trainer Certification Program – Semenick & Associates
Member/Presenter: Association for Talent Development
California Lutheran University Hospitality & Tourism Advisory Board
Valley High School Academy of Hospitality/Tourism Advisory Board
TIPS Certified Trainer
SPECIALTIES
- Teaching people how to treat people Transformation – The skills and experience to create a “culture of service”
- Training – Facilitation skills and experiential learning techniques that are second to none
- Relationships – The ability to connect quickly and genuinely, and to work with anyone and any team
- Measurement – Ability to evaluate service standards and create internal inspection processes
ACCOMPLISHMENTS
2019 Ventura County Innovates
Pathfinder Award Winner – Hospitality
Cosmopolitan – 100 Hour Club / Top
Volunteers Award
Signature at MGM – Trip Advisor 2008
Top U.S. Luxury Hotel, Top 100 Hotels of
the World Award
Tropicana Las Vegas – Trip Advisor
rank lift from 80th to 15th out of 280
Las Vegas hotels in only 15 months
MGM Grand – Top 125 Companies in
Training for 2007 & 2008