Felicia Hersh lives by what she calls the foundation of lasting loyalty: care for people, earn their trust and make meaningful connections. In hospitality, that foundation matters every single day.
As director of guest experience for Bellagio and Park MGM, Hersh leads strategy and operations aimed at improving service and satisfaction. During nearly four years in the role, both properties posted record gains in customer satisfaction and now lead their competitive market in major guest-focused metrics. She also expanded employee recognition programs, helped increase volunteerism and contributions to the MGM Resorts Foundation, and earned recognition as one of Hospitality Business Review’s Top 10 Directors of Guest Experience.
Beyond the Strip, Hersh facilitates grief support for children through Candlelighters Childhood Cancer Foundation’s Angel Sibs program, serves as a Leadership Las Vegas facilitator and remains active on the UNLV Honors College Alumni Board.