Director of Operational Excellence
Gaylord Texan Resort and Convention Center
"The key to providing unparalleled service to our guests is creating a supportive, encouraging and fun atmosphere for our STARS."
Jay Sheldon joined the Texan in October, 2006 as the Director of Rooms leading the Rooms division of our 1,511 room property. After successfully leading this team to unparalleled success evidenced in both STAR Satisfaction and Guest Satisfaction, Jay moved to our Gaylord National property. For a brief period, Jay provided direction to the National’s Rooms division before returning to his Texan home. In November, 2009 Jay began in his current role working with department leaders to analyze our operational processes to enhance Guest Satisfaction, STARS Satisfaction and maximize our revenues. Jay will analyze STARS Satisfaction Surveys and feedback including Dear John ideas, Clarabridge, Hit & Miss, Post-con reports to identify opportunities for greater efficiencies. Additionally, Jay will work with the Human Resources Leadership & Training team and department leaders to develop department-specific training topics to assist in driving operational excellence within each function. Jay has almost 20 years of hospitality experience spending time in his career at notable properties including The Mohegan Sun Resort and Casino and several properties within the Ritz-Carlton family.
Jay received his received his B.A in Criminal Justice from The University of Hartford.
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