Cell: 519-***-**** ~ Email: email@example.com
A loyal and diligent Professional seeking a position within your
organization. Demonstrated ability to implement processes to drive sales
while maintaining a high level of customer service. Possess experience in
project management, and outlining and adhering to project timelines.
Capably communicate with customers in a friendly and professional manner
and determine their needs accordingly. Consistently demonstrate exceptional
foresight and expertise in the following areas:
Dedication to Training & Efficient Individually & Excellent Interpersonal &
Mentoring Within Collaborative Teams Initiative Skills
Oversee Marketing Experience with Diverse Communication,
Campaigns Effectively Cultures & Personalities Presentation & Customer
Problem Solving & Conflict Accurate Documentation & Adhere to Company Privacy
Resolution Abilities Financial Transactions Policies & Confidentiality
. Initiated a change in the internal staff competition to drive sales
for VIP Services. Recognized that daytime staff was at an advantage
because they got more calls, so suggested a change from one-on-one
competition to more of a team effort. This led to a boost in overall
morale and team building.
INTERNAL COMPETITION SUCCESS
. Consistently meet all criteria for internal sales competition in VIP
Services, including up selling rooms and tickets, and meeting special
requests from guests.
. Proposed that VIP Services make changes to become more accessible to
guests with disabilities. The suggestion is pending approval but the
idea has been well received.
DEDICATION TO TRAINING & EDUCATION
. Suggested that the Coordinators take a course on flower arrangements
while working as a Marketing Coordinator. Dealt with flower
arrangements on a regular basis and realized that no one had
sufficient knowledge to produce excellent work as well as an
additional revenue stream.
. Managed a big event while working as Marketing Coordinator that
involved a boxing match with Muhammad Ali's daughter. Coordinated
seating arrangements to ensure that all spectators could see the match
and followed all health and safety guidelines when setting up the
risers and the ring. The event was televised and ran smoothly.
. Board of Directors member for the Windsor Soccer Club. Handle all
advertising and registration.
Caesars Windsor (formerly Windsor Casino), Windsor, ON 1997-present
Guest Services (formerly VIP Services), 2014 - Present
VIP Services (Reservations merged with PBX), 2006 - 2014
Review any upcoming activities prior to the opening of the shift, like
giveaways, entertainment events, email blasts, hotel offers, and any rooms
that are not to be sold that day. Start up all necessary computer systems
and programs, including LMS and EMS programs, GSW system for reservations
and guest offers, PBX Manager, Absent Call Line, HotSOS Program, and
. Oversee the phone, including logging into the system, checking and
returning messages, and answering phone calls in a friendly and
. Search accounts while talking to customers on the phone and answer
questions. Inform customers of everything the property has to offer:
entertainment, events and special deals.
. Determine customer needs and decide the best entertainment solution.
Gather the necessary information to complete the reservation or
purchase tickets, and enter it into the computer system.
. Send out emails confirming customer reservations. Adhere to company
privacy and confidentiality rules and regulations when handling
personal information and processing credit cards.
. Maintain strong knowledge of the basic procedures of other
departments, to better assist customers.
. Input all employee absences into the system, and communicate these
absences to the Supervisor.
. Retrieve float from the employee bank at the beginning of the shift,
and balance till at the end of shift.
. Find accommodations that best suit customer's needs. Verify customer
ID's when checking guests in.
. Complete transactions for outstanding reservation payments, including
the use of gift cards. Ensure charges for incidentals and outstanding
guest bills are paid upon checkout.
. Notable: Completed Signature Company training to ensure proper
handling of phone calls, and learned how to upsell effectively and
provide customers with outstanding customer service.
Reservations, 2003 - 2006
Answered calls and handled reservations accordingly, also made event room
bookings, reviewing the computer program to determine availability.
Provided guests with info on different rooms and took credit card
. Recorded all reservation information accurately on a hard copy, which
was then sent to all departments.
Marketing Clerk - Motorcoach, 2002 - 2003
Collaborated with motor coach Operators as well as the tour company to
coordinate arrival and departure times. Informed the tour company and motor
coach Operators of incentives that they could receive. Booked off rooms if
the Operators and guests needed an overnight stay.
. Sent off necessary information to the reservations department, and
input details into the MLS system. Ensured that all Operators had
adequate insurance coverage by looking through company files.
Reservations Clerk, 2001 - 2002
Casino Marketing Coordinator, 1999 - 2001
Made departmental presentations for proposed events, and presented outlines
and reports based on predisposed budget. Created spreadsheets for specific
events to enter accurate information into the system, based on manifest
received from the reservations department.
. Managed projects and ensured effective coordination with other
departments. Informed departments of timelines and oversaw and
assisted with set up. Coordinated areas for television crews to set
up safely for events that were being televised.
. Oversaw smooth event operation by being present on the floor to ensure
client satisfaction. Liaised with third-party vendors and suppliers to
make sure that they were all there on time, including centre-pieces,
linens, and all decorating services.
Customer Service Representative - Player's Prestige, 1997 - 1999
St. Clair College, Windsor, ON
Business Administration Marketing Diploma
Hotel Administrator Certificate
. IT System Usage Policy, Owndelifht, Owndelvr, AODA, Workplace
Violence/Harassment, OWN IT Certification, Common Workplace Hazards,
Legislation -OHSA, WHMIS, New Hire Orientation, Total Rewards Front of
House Module 1 & 2, Responsible Beverage Service, Service Recovery -
Management, Smart Serve Certification, FINTRAC Reporting, Responsible