The Nevada Hotel and Lodging Association is proud to introduce Finley Cotrone. Finley is a guest presenter at the Time Management seminar hosted by NHLA at the Orleans on Thursday, May 28.
Finley Cotrone is a learning and leadership development professional who has lived a life of service for over 20 years. Faculty at The Harrah College of Hotel Administration at UNLV, Finley is an accomplished facilitator with expertise in leadership and management development, emotional intelligence, service culture, and coaching.
Finley’s impressive organizational experience
The areas of leadership and service culture development transcend industry. For this reason, Finley’s resume includes working with both traditional and non-traditional service organizations. She has assisted hotels in developing service standards and performance capabilities to achieve desired AAA and Forbes ratings. As one of three Senior Learning Managers with Four Seasons Hotels and Resorts, she traveled the world assisting properties in developing leaders in the management of service delivery.
The years spent with MGM Resorts International broadened her training skill sets to include service and operations, sales, and diversity and leadership education. MGM Resorts is known around the globe as a leader in diversity education. Finley was the first internal Diversity & Leadership facilitator to be certified in their ground-breaking program, which she facilitated for all levels of supervisory staff from first-time supervisors to C-Suite executives.
Developing industry leaders
The continued growth of the service economy has led Finley to support service delivery in non-traditional organizations such as The Cleveland Clinic’s Lou Ruvo Center for Brain Health and MD Anderson Cancer Center. Equally important in the service economy is the development of leaders to support their employees in service delivery. Finley has supported the development of leaders in resort hotels and organizations as diverse as the City of North Las Vegas, Sierra Health Services, and the College of Southern Nevada.
Finley holds a Master of Science in Educational Psychology and is a PhD candidate in Industrial/Organizational Psychology. She is currently researching emotional intelligence and emotional labor, the dissonance between felt and expressed emotion, as they pertain to customer service and customer satisfaction. She has created a four-step method to counteract the negative impact of the emotional depletion that often occurs in highly customized service environments.