Felicia Lindquist

Director of Guest Experience (Bellagio & Park Mgm) @MGM Resorts International

Las Vegas, NV, US

Responsible for setting the strategic direction on all property Guest Experience initiatives and collaborating with the property president and executive committee to develop and \"drive\" strategic process improvement plans resulting in measurable customer loyalty gains. • Leads and coordinates any on-site implementation strategies that focus on customer-centric initiatives produced by the Center of Excellence. • Serves as the on-site VOC (voice of customer) expert for property executive team while driving the guest experience strategies and overseeing multiple projects that focus on implementing processes and solutions that enhance key episodes in the guest journey to achieve KPIs and improve customer loyalty. • Designated point of contact/liaison between property employees and the executive team to ensure strategies are developed that focus on communicating, recognizing, and sharing methods of operational improvements and accomplished measurements of success. • Leads and facilitates monthly service meetings that focus on trending operational opportunities, service excellence, and the status/achievement of KPIs and other measurable goals. • Coaches and collaborates with property senior leaders to develop service plans and break down any barriers to success.

University of Nevada-Las Vegas

Bachelor of Arts - BA, History

Arizona State University - W. P. Carey School of Business

Master of Business Administration - MBA, Marketing & Entrepreneurship

James Madison University

Master of Arts - MA, Public History