Summary
Overview
Work History
Education
Skills
Timeline
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Christina D'Orsi-Masterson

Las Vegas,Nevada

Summary

Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation, time management and preparing reports. Knowledgeable in hotel polices and procedures, business processes and executing excellent customer service practices.

Overview

27
27
years of professional experience

Work History

Command Center Coordinator

The Strat Hotel
06.2021 - Current
  • Input data, generate reports, and control room inventory.
  • Increase guest satisfaction by providing exceptional customer service and promptly addressing concerns with superior problem solving skills.
  • Effectively resolve guests accounts and adjustments.
  • Coordinate back of the house, train and mentor new hires.
  • Proficient in LMS, Amadeus, Ivy, Sertifi, Saflok, Expedia.
  • Efficiently communicate with multiple departments to ensure a successful shift.

Casino Marketing

Binion's Gambling Hall
10.2014 - 03.2019


  • Retained guest loyalty through excellent guest service
  • Knowledgeable of all current promotions and offers
  • Assisted marketing department in creating promotions designed to attract new players and increase overall casino revenue.
  • Developed and implemented product marketing plans to reach target customers.

Lead Slot Ambassador

The Downtown Grand
10.2013 - 10.2014
  • Assisted with new hires by sharing best practices, tips, and insights related to the Slot Ambassador role.
  • Issued player's cards, comps and paid jackpots.
  • Assisted in resolving technical issues with slot machines, ensuring minimal downtime and customer satisfaction.
  • Fostered strong relationships with repeat customers by remembering their preferences and delivering personalized service during each visit.
  • Facilitated swift resolution of guest issues by liaising between patrons and appropriate casino personnel as needed.
  • Contributed to a positive atmosphere by engaging with guests, offering helpful tips, and answering questions about games.

Hotel Front Desk Agent

The Orleans Hotel & Casino
12.2008 - 07.2013
  • Welcomed each new arrivals pleasantly and confirmed reservations and identification.
  • Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Collected room deposits, fees, and payments.
  • Handled guest complaints with professionalism and handled issues promptly to retain customer loyalty.

SR. Command Center Specialist

NYNY Hotel and Casino
08.1997 - 09.2008
  • Optimized guest satisfaction and addressed concerns or issues.
  • Supported team members with room inventory and concerns.
  • Super User during Opera training and conversion
  • Improved command center efficiency by streamlining processes and implementing effective organizational strategies.
  • Collaborated with team members to create a welcoming environment for all visitors, promoting a positive experience at the property.
  • Led training sessions for new hires, ensuring they were equipped with the necessary skills to excel in their roles as front desk agents.

Education

Associate of Arts - Italian Language

Central Connecticut State University
New Britain, CT

Skills

  • Customer Service
  • Relationship Building
  • Data Entry
  • Administrative Leadership
  • Recordkeeping
  • Fluent in Italian

Timeline

Command Center Coordinator

The Strat Hotel
06.2021 - Current

Casino Marketing

Binion's Gambling Hall
10.2014 - 03.2019

Lead Slot Ambassador

The Downtown Grand
10.2013 - 10.2014

Hotel Front Desk Agent

The Orleans Hotel & Casino
12.2008 - 07.2013

SR. Command Center Specialist

NYNY Hotel and Casino
08.1997 - 09.2008

Associate of Arts - Italian Language

Central Connecticut State University

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Christina D'Orsi-Masterson