Andrea Mason
Las Vegas
Summary
Highly motivated and customer focus hospitality professional with extensive experiences in luxury guest services, hotel management, and emergency communications. Proven ability to deliver exceptional customer experience, and maintain composure during high pressure situations, and resolve complex issues with professionalism and empathy. Skilled in conflict resolution, safety awareness, leadership, multitasking, and building positive relationships with guest from diverse backgrounds.
Overview
10
10
years of professional experience
Work History
Guest Service Representative
Fontainebleau
Las Vegas
12.2025 - Current
- Delivered world-class guest service within a luxury hospitality environment
- Assisted guests with reservations, accommodations, special request, and service recovery
- Resolved guest concerns efficiently while maintaining a positive and professional demeanor
- Maintained detailed knowledge of resort amenities. policies, and services
- Collaborated with multiple departments to ensure seamless guest experiences
- Consistently exceeded guest expectations through personalized service and attention to detail.
Front Desk Supervisor
Resorts World Genting
Las Vegas, NV
07.2021 - 11.2025
- Managed daily front desk operations at a luxury hospitality destination
- Supervised and trained front desk team members to uphold exceptional service standards
- Handled guest escalations and complex service issues with professionalism and efficiency
- Ensured smooth check-in and check-out experiences for high volumes of guest
- Monitored operational performance and implemented solutions to improve guest satisfaction
- Demonstrated leadership, accountability , decision- making skills in a fast-paced environment
911 Dispatcher
Cook County Sheriff Department
Des Plaines, IL
11.2016 - 05.2021
- Managed emergency calls, prioritizing responses to ensure public safety and timely assistance.
- Operated communication systems to dispatch law enforcement and emergency services efficiently.
- Coordinated information flow between responders, enhancing operational effectiveness during incidents.
- Trained new dispatchers on protocols and procedures, fostering team competency and performance.
- Led crisis management efforts during high-stress situations, maintaining composure while guiding team responses effectively.
Education
Bachelor of Science - Business Administration
Jackson State University
Jackson, MS05-2013
Skills
- Guest relations
- Issue resolution
- Safety awareness
- Customer service
- Attention to detail
- Team collaboration
- Time management
Timeline
Guest Service Representative
Fontainebleau
12.2025 - Current
Front Desk Supervisor
Resorts World Genting
07.2021 - 11.2025
911 Dispatcher
Cook County Sheriff Department
11.2016 - 05.2021
Bachelor of Science - Business Administration
Jackson State University