Customer Service Quality Assurance

Cathy Kim

**** ***** ***

Las Vegas, NV *****

mobile: 310-***-****

EDUCATION: UNIVERSITY OF NEVADA LAS VEGAS, Las Vegas, NV (2003-2007)

Degree in Bachelor of Science with a major in Hospitality Management

EXPERIENCE: ARIA Resort and Casino

Nov 09-Current SkySuites Manager

• Assume full responsibility for the department in the absence of the director or department head.

• Quality hiring, training, and succession planning processes that encompass the company’s diversity commitment.

• Provide input in the development of the departments fiscal budget.

• Evaluate staffing levels in accordance with business demands , providing adjustments whenever possible.

• Own all guest requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction.

• Conduct pre-shift meetings with staff; rectify any deficiencies.

• Conduct property and suite tours when needed.

• Actively ensure that all VIP’s are greeted promptly upon arrival and ensure a seamless stay.

• Proactively seek to provide refined luxury service by consistantly executing the Forbes standards.

• Obtained AAA 5-diamond Award every year since opening of the year 2009.

Nov 08-Nov 09 Bellagio Resort and Casino

VIP Services Representative

Recommend and arrange show, dining, and spa services for guests.

Accommodate guests with golf tee times and nightclub reservations.

• Assist VIP guests with curbside check-in, escort, and orientation of the property.

Update guest information spreadsheets.

• Request amenities with in-room dining.

• Track daily check-in volume.

• Coordinate with Housekeeping to ensure daily arrival rooms are cleaned.

Aug 07-Nov 08 Bellagio Resort and Casino

Front Desk Representative

Resolve guest issues within limits of authority.

Checking in/out guests.

Revise in-house reservations.

Monitor fron t desk phone center.

Coordinate guest wishes with Concierge.

Prepares shift cash report,balancing payments and disbursements for shift end and balancing accounts.

Cathy Kim

Page 2

Sep 05-Aug 07 Bellagio Resort and Casino

Pit Clerk

Responsible for issuing, redeeming, and securing markers.

Verifying guest signatures,voiding markers and redemptions issued in error.

Assisting Casino Managers with shift roll, data entry of closing inventory for secured cards, dice, and tile storage.

SOFTWARE: Proficient in using Windows (XP) and various software applications and systems, including:

• Microsoft Excel, Microsoft PowerPoint, and Microsoft Word

OPERA

HotSos

VIPR

KRONOS Payroll System

PROFILE: Goal oriented, dedicated individual, highly motivated self-starter and sound decision-maker.

Excellent verbal and written communications with strong interpersonal skills at all levels.

Extremely flexible, resourceful and committed to the highest standards of ethical conduct.

Team player and capable of performing independently while supporting organizational goals.

Exceptional customer service, quality assurance, document control, and presentation skills.

Superior problem-solving skills with the ability to achieve mission objectives.

Proven leadership skills with ability to motivate others and encourage peak performance.

Skilled in managing and training team members while reinforcing the conditions for success.

PERSONAL: Verbal and written fluency in Korean.

REFERENCES: Furnished upon request.

Contact this candidate