Chakeeta Washington
Guest Service Professional
Philadelphia,PA
Summary
Ambitious professional who demonstrates excellent customer service, and exceptional interpersonal skills. Seeking to maintain full-time position that offers professional challenges utilizing excellent time management and problem-solving skills with the ability to handle multiple projects simultaneously with a high degree of accuracy. Organized; patient; detail oriented; results oriented; specialize in problem resolution; technologically competent; physically able.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Table Games Dealer
Live! Casino& Hotel Philadelphia
Philadelphia , PA
2021.08 - 2024.04
- Ensures compliance with all regulatory controls and Pennsylvania Gaming Control Board
- Licensed by PGCB, PA State Gaming Agency
- Deal Blackjack, Craps, Baccarat and working knowledge of novelty games
- Exchange playing chips for currency, large sum cash handling
- Knowledgeable of specified games and payout ratios
- Excellent customer service and communication skills
- Knowledge of company policy and procedures, IRS Bank Secrecy Act and internal controls
- Complete knowledge of all facilities available to guests on property and knowledge of all special events and promotional activities.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Monitored game for potential security risk to protect operation and players.
- Managed chips and money transactions with attention to detail to prevent fraud.
Table Games Dealer
Rivers Casino
Philadelphia , PA
2018.06 - 2020.04
- Ensures compliance with all regulatory controls and Pennsylvania Gaming Control Board
- Licensed by PGCB, PA State Gaming Agency
- Deal Blackjack, Craps, Baccarat and working knowledge of novelty games
- Accurate knowledge of payout ratio and jackpot procedures
- Performs act of mechanically dealing game in proficient manner, according to current Company policies and procedures and applicable gaming regulations
- Responsible for handling guest transactions and notifying Table Games Supervisor of any irregularities while advising Table Games Supervisor or Pit Manager of any disputes or arguments that may arise during game among players/dealer
- Exchanges currency for gaming chips and pay or collect bets according to house rules in accurate manner
- Monitored players behavior, taking appropriate action against rule violations.
- Enforced game rules to maintain fair play and avoid disputes.
- Promoted teamwork among coworkers on casino floor, fostering cohesive work environment that optimized both guest experience and dealer performance.
- Assisted in training new dealers, sharing expert knowledge of game rules and best practices for customer service.
Bartender
Hilton Garden Inn
Camp Lejeune , NC
2016.03 - 2017.10
- Prepare alcoholic and non-alcoholic beverages for bar and restaurant patrons
- Interact with customers, take orders, serve food and drinks
- Assesses customer needs, make recommendations
- Mix ingredients to prepare cocktails
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Efficiently opened or closed bar according to established procedures, ensuring preparedness for each shift.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Kept bar presentable and well-stocked to meet customer needs.
- Served high customer volumes during special events, nights, and weekends.
- Maintained clean and organized workspace, ensuring compliance with health and safety regulations.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Front Desk Agent
Valley Forge Casino
King Of Prussia , PA
2014.01 - 2016.09
- Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems
- Ensures compliance with all regulatory controls and Pennsylvania Gaming Control Board
- Authorized to issue and activate casino access cards.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Facilitated smooth guest experiences by coordinating with multiple departments across property.
- Collaborated with housekeeping staff to maintain cleanliness standards in lobby and common areas.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Provided exceptional service during high-volume periods or challenging situations, ensuring seamless experience for all guests.
Front Desk Agent
Home2 Suites by Hilton
Philadelphia , PA
2011.12 - 2015.02
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Monitored hotel's budget and financial records.
- Monitored staff performance and provided feedback and guidance.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Prepared reports on guest satisfaction levels and other metrics.
- Trained new staff members in customer service techniques and hotel operations.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Turndown Housekeeper
Marriot Hotels International
Philadelphia , PA
1 2011 - 2013.11
- Pull, push, move, lift, carry, stand, sit, walk, bending, twisting, stooping
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Report any maintenance problems, safety hazards, accidents, or injuries, complete safety training and certifications.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Adhered to professional house cleaning checklist.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Coordinated with front desk to prioritize room assignments based on guest arrivals and departures.
- Handled requests for extra linens, toiletries and other supplies.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
Computer Technician Trainee
YouthBuild Philadelphia Charter School
Philadelphia , PA
2008.09 - 2009.08
- Managed acquisition and donation, facilitating appropriate schedules when needed.
- Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
- Provided helpdesk support to area organizations including troubleshooting and repair as necessary.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Linked computers to network and peripheral equipment.
- Collaborated with team members to troubleshoot complex technical issues, resulting in faster resolution times.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
Education
Bachelor of Arts,Interior Architecture, Kitchen And Bath Design - Interior Design
The Art Institute of Philadelphia
Philadelphia, PA 2014.05 - 2016.07
High School Diploma -
YouthBuild Philadelphia Charter School
Philadelphia 2008.09 - 2009.05
Skills
Demonstrates outstanding customer service for 7+ years in the area of Hospitality, dealing directly with the general public.
Demonstrates teamwork skills through hard work and volunteer experience.
Knowledge of MS Office software including; MS Word, Excel & PowerPoint. Knowledge of Opera, email, Internet, Adobe
References
Available Upon Request
Volunteer Experience
- Mayor’s Office of Community Services (MOCS), Joined computers to city domain server, Assembled computer labs, Repair, maintain desktop workstation (includes hard drive, processor memory, CD-ROM, and flash drive), Provide Microsoft configuration, installation, and migration of hardware/software
- AmeriCorps, Completing 1000 hours of service in the community, Lead service project with training and computer instruction to low-income individuals, Open space clean-up and restoration
- Habitat for Humanity, Completing 620 hours of service in the community, Participated in service project with instruction to build homes for low-income individuals., Open space clean-up and restoration
Certification
IC3 Certification
Timeline
Table Games Dealer
Live! Casino& Hotel Philadelphia
2021.08 - 2024.04
Table Games Dealer
Rivers Casino
2018.06 - 2020.04
PGCB
2018-06
Bartender
Hilton Garden Inn
2016.03 - 2017.10
Bachelor of Arts,Interior Architecture, Kitchen And Bath Design - Interior Design
The Art Institute of Philadelphia
2014.05 - 2016.07
Front Desk Agent
Valley Forge Casino
2014.01 - 2016.09
Front Desk Agent
Home2 Suites by Hilton
2011.12 - 2015.02
IC3 Certification
2009-08
Computer Technician Trainee
YouthBuild Philadelphia Charter School
2008.09 - 2009.08
High School Diploma -
YouthBuild Philadelphia Charter School
2008.09 - 2009.05
Turndown Housekeeper
Marriot Hotels International
1 2011 - 2013.11
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