Cecilia Guzman
Las Vegas,NV
Summary
Dynamic hospitality professional with extensive experience at Bellagio Resort & Casino, excelling in guest relations and concierge services. Proven ability to enhance VIP experiences through exceptional communication and teamwork. Fluent in English and Spanish, I consistently deliver unparalleled service, ensuring guest satisfaction and loyalty in high-pressure environments.
Overview
8
8
years of professional experience
Work History
VIP Lounge Assistant Manager
Bellagio Resort & Casino
07.2023 - 02.2026
- Responsible for responding to guest service interactions in a professional and timely manner, achieving positive resolutions.
- Ensure department standards for correct charging, postings, collecting payments, handling cash and credit transactions, and balancing of all cash and cash-equivalent transactions.
- Responsible for supervising VIP representatives' work performance and applying progressive discipline when appropriate.
- Assume full responsibility for the department in the absence of the director or department head.
- Responsible for ordering supplies for the department as necessary.
- Responsible for promoting and developing a team-oriented philosophy, stressing the importance of providing unparalleled commitment to excellence in service.
Casino Marketing Supervisor
Park MGM Resort & Casino
11.2022 - 03.2023
- Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.
- Used a player tracking system to determine eligibility for complementary services and prizes.
- Introduced new VIP guests to casino property and discussed available amenities, pools, restaurants, gaming offerings and entertainment.
- Provided guidance on gaming rules, procedures, and policies to staff members.
- Assisted with reservations, ensuring accurate bookings and preferences for returning guests.
- Maintained up-to-date knowledge of promotions and events to inform guests effectively.
- Developed personalized guest experiences for high-value players and VIPs.
- Calling all Noir guests in-house for their transportation.
- Assisted in tracking player activity using casino management systems.
VIP Supervisor
Caesars Palace Casino
Las Vegas, Nevada
12.2021 - 11.2022
- Responsible for checking on agents in Seven Star and Diamond Lounge.
- Responsible for distributing mail and information noted in the Lodging Management System.
- Responsible for preparing the VIP arrival list and blocking rooms as they become available.
- Responsible for settling accounts upon check-out to the correct folio, in accordance with comp criteria and casino host input.
- Responsible for handling any guest issues or concerns.
- Responsible for assisting with logging in agents' clock-in and clock-out times.
- Responsible for arranging transportation and maintaining an appropriate log.
- Responsible for providing concierge services for guests as requested, and keeping accurate logs.
- Responsible for having strong interpersonal and communication skills.
- Responsible for completing multiple tasks at once in a timely manner.
Hotel Night Auditor
Circa Resort & Casino
06.2021 - 11.2021
- Responsible for checking all of the audit work.
- Responsible for ensuring the accuracy of guest charges.
- Responsible for entering and confirming all types of reservations in the system, including, but not limited to, invitee and non-invitee events.
- Responsible for ensuring all EZ Post and Bit Pay transactions have adhered to correct procedures.
- Responsible for working with guests, as needed, to finalize credit card disputes.
- Responsible for finalizing all third-party invoices as needed.
- Responsible for working with the Sales Department to finalize all group billing.
- Responsible for maintaining a safe, clean, and comfortable environment at all times.
- Processed check-ins and check-outs efficiently for overnight guests.
- Provided exceptional customer service, addressing guest inquiries and concerns promptly.
- Coordinated with security to ensure safety protocols were followed throughout the night.
Tower Suites Representative
Aria Resort & Casino
09.2019 - 04.2021
- Responsible for providing extraordinary service consistent with the ARIA core service standards, AAA 5 Diamond standards, and Forbes Travel Guide 5 Star standards, and brand attributes.
- Responsible for assisting VIP casino, hotel, and convention guests with hotel registration, hotel check-out, and concierge requests in person and over the phone.
- Responsible for greeting guests upon arrival at the curb, and escorting them into the lounge for their registration needs.
- Responsible for successfully passing the monthly concierge knowledge, such as all dining and entertainment venues, in Las Vegas.
- Responsible for being knowledgeable about all of the hotel room types, rates, packages, availability, and expected arrivals and departures.
- Responsible for maintaining a cash bank for all cash transactions, ensuring the accuracy of contracted monies. At all times, keep the bank secure.
- Coordinated with multiple departments to resolve guest issues promptly.
- Greeted and assisted guests with inquiries and service requests.
Cocktail Server
The Vdara Hotel & Spa
01.2019 - 09.2019
- Responsible for greeting guests in a positive, friendly manner, and making them feel welcome.
- Responsible for guiding guests through all phases of their experience at the restaurant.
- Responsible for consistently following a sequence of service, utilizing all proper procedures standardized by room management.
- Responsible for maintaining table cleanliness, utilizing a silent service approach.
- Responsible for itemizing bills correctly and efficiently, securing payment.
- Responsible for maintaining a level of professionalism.
- Responsible for anticipating the guests' needs and responding appropriately, with a sense of urgency.
- Responsible for working as a team, assisting all guests and employees' needs and inquiries.
Lobby Ambassador
The Cosmopolitan of Las Vegas NV
06.2018 - 11.2018
- Responsible for keeping a professional, friendly, warm atmosphere, and engaging service with guests.
- Responsible for welcoming guests upon arrival, and escorting guests to check-in and check-out points.
- Responsible for assisting any gold or platinum elite member to Marriott, SPG, Starwood, and also directing VIPs to the lounge.
- Responsible for keeping the lobby neat and clean.
- Responsible for communicating with the agents and management about any changes.
- Responsible for promoting our shows and restaurants to our guests while connecting with them.
Education
High School Diploma -
Eldorado High School
Las Vegas, NV06.2016
Skills
- Fluent in English & Spanish
- Hospitality standards
- Teamwork and collaboration
- Exceptional verbal and written communication
- Guest relations
- Concierge services
Timeline
VIP Lounge Assistant Manager
Bellagio Resort & Casino
07.2023 - 02.2026
Casino Marketing Supervisor
Park MGM Resort & Casino
11.2022 - 03.2023
VIP Supervisor
Caesars Palace Casino
12.2021 - 11.2022
Hotel Night Auditor
Circa Resort & Casino
06.2021 - 11.2021
Tower Suites Representative
Aria Resort & Casino
09.2019 - 04.2021
Cocktail Server
The Vdara Hotel & Spa
01.2019 - 09.2019
Lobby Ambassador
The Cosmopolitan of Las Vegas NV
06.2018 - 11.2018
High School Diploma -
Eldorado High School