Andrea Mason
Las Vegas
Summary
Customer-focused hospitality professional with experience in luxury guest services and hotel management. Delivers superior customer experiences and resolves complex issues with professionalism. Strong skills in conflict resolution, safety awareness, and relationship building with diverse guests.
Overview
10
10
years of professional experience
Work History
Guest Service Representative
Fontainebleau
12.2025 - Current
- Delivered world-class guest service within a luxury hospitality environment
- Assisted guests with reservations, accommodations, special requests, and service recovery to enhance overall satisfaction
- Consistently exceeded guest expectations through personalized service and attention to detail.
- Resolved guest concerns efficiently while maintaining a positive and professional demeanor
- Collaborated with departments to coordinate efforts for seamless guest experiences and effective service delivery
- Maintained detailed knowledge of resort amenities. policies, and services
Front Desk Supervisor
Resorts World Genting
07.2021 - 11.2025
- Supervised and trained front desk team members to uphold exceptional service standards
- Resolved guest escalations and complex service issues, ensuring satisfaction and loyalty
- Facilitated smooth check-in and check-out experiences for high volumes of guests, minimizing wait times
- Ensured smooth check-in and check-out experiences for high volumes of guests
- Demonstrated leadership, accountability , decision- making skills in a fast-paced environment
- Managed daily front desk operations at a luxury hospitality destination
911 Dispatcher
Cook County Sheriff Department
11.2016 - 05.2021
- Managed emergency calls, prioritizing responses to enhance public safety and ensure timely assistance.
- Operated communication systems to dispatch law enforcement and emergency services efficiently.
- Coordinated information flow between responders, improving operational effectiveness during incidents.
- Coordinated information flow between responders, enhancing operational effectiveness during incidents.
- Led crisis management efforts during high-stress situations, maintaining composure and guiding team responses to optimize outcomes.
Education
Bachelor of Science - Business Administration
Jackson State University
Jackson, MSSkills
- Customer service
- Guest relations
- Hospitality operations
- Time management
- Detail-oriented
- Conflict resolution
- Team Collaboration
- Safety Awareness
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