Manager Customer Service

**********@*******.***

EXPERIENCE

LAS VEGAS RENAISSANCE, LAS VEGAS, NV

Front Desk Agent/DTS (Marriott) 2014-Present

Assist guests with checking in, checking out and collecting payment while providing excellent customer service consistent with the brand standard

Dispatching guest requests or concerns with all departments, resolving in a timely matter, following up and recording into Guestware

Pre register all elite guests and coordinate with housekeeping to ensure all special requests are fulfilled, discrepant rooms have been cleared and waited guests are contacted

Following up on accounts with no payment, declined credit cards, and outstanding balances.

Ensuring that reservations are set up correctly including 3rd parties and group reservations

Verifying that all mobile check in reservations have been charged, notified and keys have been made.

Answering “in house” and outside calls while assisting guests with reservations, billing inquiries, general requests, and in room dining orders.

Knowledgeable of the Hotel property and the surrounding areas

BORDER GRILL, MGM-MIRAGE, LAS VEGAS, NV

Assistant Banquet Supervisor (Mandalay Bay) 2012-2014

•Served as the onsite event point of contact managing up to 4 events simultaneously per evening -monitoring guest satisfaction throughout the event. Works with the banquet staff to support service wherever needed including the expediting of food and beverages while keeping in close contact with all over staff members to ensure the client’s expectations are exceeded.

•Introduces all potential clients and guests to the restaurant, hosting detailed food tastings and leading in-depth tours of the 14 private/semi private dining and event spaces

•Manages the ongoing client opportunity list by consistently following up with previous customers and responding to potential guest inquiries/questions.

•Supports overall restaurant management’s budgeting process by planning, monitoring, reporting the status of the restaurant’s $240,000 annual event budget.

•Responsible for the planning and physical coordination of special events including negotiating proposals/contracts, menu design, vendor coordination for audio/visual, DJ services, and physical layout design including table setup, linens and centerpieces.

PURE MANAGEMENT GROUP FORMERLY ANGEL MANAGEMENT GROUP, LAS VEGAS, NV

Assistant General Manager, Dicks Last Resort (Excalibur) 2012 - 2011

•Responsible for all front end restaurant operations for a restaurant accommodating 700 to 1100 covers an evening with an average evening gross was $50,000.00 per night.

•Supervised 50 plus staff members including scheduling, floor plans, station rotation, and pre-shift meeting.

•Managed monthly inventories, beverage orders, money handling 'banks', reconciling the safe nightly, reservations, and supervision of maintenance crew with a view to maximum cleanliness of the property.

•Monitored and measured overall guest satisfaction by addressing any customer complaints and soliciting ongoing customer suggestions and performing satisfaction surveys

•Greeting and seating of guests, training staff related to special events and any special guest requirements

Manager/Special Event Coordinator, Social House (Crystals, City Center) 2011- 2010

•Part of the opening management team responsible for Front of the House staff training and policies and procedure development and documentation.

•Responsible for management and scheduling of over 30 employees, beverage orders, monthly inventories opening and closing of the restaurant, overseeing all reservations and identifying any special requests or VIPs, preshifts, money handling, balancing drawers and managing the floor.

•Serve a dual role events management role of managed, coordinated and organized all special events as well as designed custom food menus and contacted outside resources for special requests.

Manager/Special Event Coordinator, Company Restaurant (Luxor Hotel) 2011- 2010

•Responsible for development and distribution of cross promotions and marketing of special events and banquets through other company owned properties resulting in 85% surge in reservations an increase in revenue of $5000.00 to $8000.00 each month over position tenure.

•Increased beverage sales to over $10,000.00 monthly, a 28% growth over previous management. Increased average per person check from $22 to $36 in 2009

•Responsible for management and scheduling of over 20 employees, beverage orders, monthly inventories opening and closing of the restaurant, overseeing all reservations and identifying any special requests or VIPs, preshifts, money handling, balancing drawers and managing the floor.

•Encouraged, directed and coached employees to develop the necessary skills for advancement and promotion within Pure Management.

Maitre D'/Manager/Special Event Coordinator, Social House (Treasure Island) 2000- 2010

•Serve a variety of different capacities ranging from events management to Front of the House management. Managed, coordinated and organized all special events as well as designed custom food menus and contacted outside resources for special requests.

•Responsible for management and scheduling of over 30 employees, beverage orders, monthly inventories opening and closing of the restaurant, overseeing all reservations and identifying any special requests or VIPs, preshifts, money handling, balancing drawers and managing the floor.

GOLDEN STEER STEAKHOUSE, LAS VEGAS, NV

Bookkeeper/Manager 2007-2010

•Responsible for daily entry and maintaing company books including, accounts receivable/accounts payable

•Managed employee payroll services

•Reconciled accounts daily to accuratly reflect income and outgo

•Weekly meetings with department managers to discuss budget needs and inventory demands

•Generated a monthly financial statment detailing paid and unpaid invoices and other account receivable activity

•Prepare daily cash and check payments for bank deposit

TECHNICAL SKILLS & CERTIFICATIONS

•Proficient in standard document management tools: MS Word, Outlook, Excel, PowerPoint, Access, and Windows, PMS, MARSHA, Guestware

•Experienced in service industry specific software: InfoGenisis, Easy Choice, Open Table and CTUIT, G

•Serve Safe Certified

EDUCATION

Pharmacy Technician Certification, Ashworth College

Bachelor of Arts (Elementary Education), University of Nevada Las Vegas

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