Thalia Richardson
@thaliarichardson
Luxury hospitality leader focused on casino marketing, reservations operations, and revenue-driving guest experiences.
United StatesWhat I'm looking for
I am a luxury hospitality leader with deep experience in casino marketing, reservations operations, and call center management, focused on driving revenue and exceptional guest experiences. I have led large teams, launched high-volume resort operations, and run multi-channel CRM and campaign programs.
My achievements include opening and operating a high-volume luxury resort call center, managing up to 75 agents and leaders, and owning casino special event planning and tournament administration. I have created SOPs, training curricula, and tactical campaign briefs while leveraging analytics to improve KPIs like first contact resolution and conversion.
I bring a service-first mindset, strong stakeholder collaboration, and practical expertise with tools such as Braze, Opera Cloud, SynXis, and Microsoft 365 to standardize processes, increase retention, and elevate the guest journey.
Experience
Work history, roles, and key accomplishments
Special Events Manager
Fontainebleau Las Vegas
May 2024 - Sep 2025 (1 year 4 months)
Planned and executed casino special events and tournaments, managed tournament administration and credentialing, and delivered multi-channel CRM and direct marketing campaigns to drive revenue and guest engagement.
Resort Services Manager
Fontainebleau Las Vegas
May 2023 - May 2024 (1 year)
Launched and led operations of a high-volume luxury resort call center, hiring and managing 75 staff and implementing SOPs, analytics-driven KPIs, and VIP guest service protocols to improve service and resolution metrics.
Area Director of Reservations
Auberge Resorts
Jul 2022 - Mar 2023 (8 months)
Built customer support operations and SOPs for a three-hotel portfolio, established KPIs and sales strategies, collaborated with revenue management on rate and package strategies, and led hiring and performance goals to meet revenue targets.
Luxury Travel Services Manager
MGM Resorts International
Oct 2018 - Jul 2022 (3 years 9 months)
Directed operational strategy for luxury travel services, standardized processes to improve efficiency, led training and staff engagement programs, and managed reservation agents to drive upsell and guest satisfaction.
Call Center Training Manager
Wynn and Encore Resorts
Nov 2017 - Sep 2018 (10 months)
Developed and delivered training curricula for new and experienced agents, oversaw daily operations and resolved escalations across reservations, casino marketing, dining, entertainment, and spa departments.
Call Center Assistant Manager
Wynn and Encore Resorts
Jan 2016 - Nov 2017 (1 year 10 months)
Assisted in managing call center strategy, improved operational performance through system audits and action plans, and supported agent development to maintain guest satisfaction.
Call Center Operations Supervisor
Wynn and Encore Resorts
Jan 2009 - Dec 2015 (6 years 11 months)
Supported operational efficiency by managing call flow, reducing queue times and abandonment, and preparing performance reports with data-driven recommendations for process improvements.
Education
Degrees, certifications, and relevant coursework
Thalia hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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