Summary
Overview
Work History
Education
Skills
Timeline
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Chani Bautista

Las Vegas

Summary

Engaging and adaptable guest services specialist with 12 years of experience in the hospitality industry, encompassing various aspects of hotel operations. Unique ability to transform feedback into opportunities, facilitating an elevated and unforgettable guest experience. Consistent delivery of luxury consortium and unwavering passion for delivering unrivaled service sets me apart. Background in two premier travel destinations, beginning in Waikiki, Hawaii, and then expanding hospitality career in the entertainment capital of the world, Las Vegas, Nevada. Brings a wealth of knowledge and expertise to any team.

Overview

12
12
years of professional experience

Work History

Luxury Group Services Specialist

MGM Resorts, International
01.2022 - Current
  • Expertly manage VIP, sports, and entertainment groups for Aria, Vdara, Bellagio, and Park MGM properties, ensuring an unparalleled experience for our esteemed clients.
  • Proactively address housing needs by efficiently creating and managing multiple property blocks and rates in Passkey, Amadeus, and property management systems. Monitor pick-up reports, accurately input reservations, assist callers with exceptional service, propose enticing upsell opportunities, and effectively manage sub-block agreements to maximize revenue.
  • Take ownership of inventory management and promptly alert supervisors or managers to any potential issues regarding rates, occupancy, or special requests—demonstrating commitment to excellence.
  • Foster clear and timely communication—both written and verbal—among group contacts, clients, sales and service managers, and supervisors, providing swift and effective guest resolutions within established authority. - Diligently review sales contracts to ensure all obligations are met, maintaining a high standard of professionalism and accountability.
  • Strategically monitor and maintain competitive rates, availability, inventory levels, bookings, and content across all distribution channels to drive business growth.
  • Consistently anticipate and exceed guests' expectations by ensuring the fulfillment of all special requests, such as late check-outs, VIP setups, ADA accommodations, and hierarchy specifications.
  • Prepare and present comprehensive reports and tracking requests for group contacts, meeting planners, and management, showcasing our commitment to exceptional service.
  • Accurately reconcile master rooming specifications between hotel and client lists, ensuring precise processing of attrition and commission fees while preparing estimated charges for groups and efficiently collecting payment.
  • Actively participate in pre-conferences, pre-planning sessions, off-site meetings, and post-conference discussions with clients and hotel staff, fostering strong relationships and collaboration.
  • Stay well-informed about all services and features of MGMRI properties, as well as local attractions, to provide valuable insights and enhance the guest experience.

Rooms Controller

Waldorf Astoria
05.2019 - 01.2022
  • Provide exemplary service consistent with Forbes Travel Guide Five Star standards, AAA Five Diamond standards, Waldorf Astoria service standards, and various brand values
  • Operate on a lean staffing model through COVID, making decisions and assuming responsibility for the Front Office operation in managerial absence as the interim manager on duty in the evenings
  • Manage/enforce all room inventory practices, in efforts to influence hotel occupancy by controlling the departure/arrival of suites, penthouses, and villas
  • Create rapport with guests during any point of their stay, whether pre-arrival through post-departure identifying ways to upsell or boost ancillary revenue for the Front Office division
  • Ability to use sales techniques to ensure guest upgrades and secure an average of $8000 per month of additional revenue

Guest Services Agent

The Kahala Hotel & Resort
08.2017 - 03.2019
  • Operate and cross-train in numerous capacities, ensuring flexibility in responsibilities to allow for a seamless hotel operation
  • Cross trained in PBX operations, Bell Services, Valet, and Night Audit to cover shifts when hotel was short-staffed
  • Collaborate with various departments, i.e
  • Housekeeping, Engineering and Front Services
  • Process registration of hotel guests courteously and efficiently; process all payments according to established hotel requirements and provide information and assistance to all guests and visitors
  • Implemented high-impact sales and marketing initiatives resulting in increased occupancy and profitability

Concierge

Bloomingdale’s
04.2017 - 08.2017
  • Provide Bloomingdale's guests with a seamless and immersive shopping experience, combining luxury and technology
  • Apply luxury sales techniques to enhance guest retention and maximize profitability, including boosting ancillary revenue through credit card membership programs and company loyalty initiatives
  • Stay abreast to current store inventory, building a book of business by building rapport and encouraging return visits
  • Assist the visual merchandising team to understand the shopper experience, strategically placing items in different areas of the store to influence purchasing decisions

Guest Services Agent

Sheraton Princess Ka`iulani Hotel
03.2013 - 02.2017
  • Operate as the overnight relief Guest Services Manager while managing various aspects of registration for a 1,000 unit hotel, ensuring seamlessness during impressionable moments of guest arrival or departure, creating a personalized Sheraton guest experience
  • Assume responsibility for a cash bank and billing functions ensuring discrepancy-free reconciling, balancing nightly
  • Handle all guest requests and issues relevant to area of oversight in a prompt and courteous manner while communicating and coordinating with other dependent departments
  • Elected to assist with Starwood Waikiki's property modification in tandem with revenue management, resulting in the re-categorization of 1,139 hotel guest rooms

Education

Bachelor of Arts - Sociology

University of Hawaii at Manoa
01.2012

Skills

  • Premium Hospitality Services
  • Forbes Industry Guidelines
  • Strong Time Management
  • Hotel Operations
  • Precision-Focused
  • Experience with Opera Property Management Systems
  • Passkey Room Management
  • Amadeus Software Expertise
  • Proficient in Microsoft Word
  • Excel Data Management
  • Avaya Communications System

Timeline

Luxury Group Services Specialist

MGM Resorts, International
01.2022 - Current

Rooms Controller

Waldorf Astoria
05.2019 - 01.2022

Guest Services Agent

The Kahala Hotel & Resort
08.2017 - 03.2019

Concierge

Bloomingdale’s
04.2017 - 08.2017

Guest Services Agent

Sheraton Princess Ka`iulani Hotel
03.2013 - 02.2017

Bachelor of Arts - Sociology

University of Hawaii at Manoa

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Chani Bautista