Jill Archunde-Santell

Jill Archunde Santell serves as Director of Learning, Development, and Service Excellence at Fontainebleau Las Vegas, a luxury resort and casino created by Fontainebleau Development. A Member of the resort’s December 2023 opening team, Santell oversees the strategy, design, and execution of training and development initiatives aimed at strengthening team member skills and performance. Throughout her tenure, Santell has overseen the resort’s leadership development programs, launched a Service Ambassador Pilot Program, introduced the Bleau’s Best Service Recognition Awards, and led the property to exceed its first-year NPS goals with a 6.2 overall score. She also manages the mystery shopping program, monitors Medallia service scores, and plays a key role in driving a culture of excellence through divisional action plans and resort-wide leadership engagement.

Santell brings decades of leadership experience in luxury hospitality, operations, and service excellence to her role. Prior to joining Fontainebleau Las Vegas, she served as Area Senior Vice President for The Service Companies, overseeing managed services across the West Coast. As Chief Operating Officer at QSI, she drove a 15 percent revenue increase in her first year by revitalizing client relationships and refining service standards. Santell spent more than a decade with MGM Resorts International, most notably as General Manager of The Signature at MGM Grand, where she managed a $40 million annual budget and led 800+ team members. Her leadership revitalized profitability in multiple departments, optimized renovation budgets, and significantly increased REVPAR. She also served as Director of Hotel Operations at MGM Grand Hotel, overseeing all guest-facing departments and leading major systems transitions. Santell holds an MBA from the University of Nevada, Las Vegas, and has taught Business Communications and Revenue Management at the University. She holds a range of professional certifications and leadership training credentials, including the ProScan Leadership Assessment, and she is a Master Graduate of the Rapport Leadership Institute and of MGM Resorts International’s Leadership Institute.