Summary
Overview
Work History
Education
Skills
Timeline
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CHERRY HAZEL MALAQUI

CHERRY HAZEL MALAQUI

Las Vegas

Summary

Detail-oriented and results-driven professional with 15 years of expertise in hospitality and casino sectors, dedicated to delivering exceptional performance and unwavering commitment to excellence.

Overview

13
13
years of professional experience

Work History

Executive Casino Host

Park MGM Hotel & Casino
11.2023 - 08.2025
  • Surpassed annual revenue targets by generating over $3 million while maintaining high clientele levels.
  • Achieved 92% player retention rate, ensuring daily theoretical value exceeded $2,500.
  • Organized quarterly slot and table tournaments, boosting player engagement by 35%.
  • Conducted re-activated players engaging 40% of high-volume players annually.
  • Earned recognition as top performer in guest service reviews through effective engagement tactics.
  • Resolved disputes while maintaining guest satisfaction, benefiting customers and company.
  • Customized incentives and comps based on evaluations of guest casino behaviors.
  • Collaborated with Casino Marketing and National Marketing Managers to enhance promotional strategies.

Casino Host

The Venetian Las Vegas Resort Hotel & Casino
08.2022 - 11.2023
  • Established new clients through referrals and interactions on casino floor.
  • Enhanced gaming revenue growth by developing targeted clientele.
  • Participated in special events and assisted with tournament operations.
  • Facilitated informed decisions on complimentary offerings based on play data and profitability.
  • Communicated promotional offers and industry knowledge to guests effectively.
  • Cultivated VIP relationships by providing exceptional one-on-one service to premium players.
  • Built strong working relationships with Casino Marketing, Hotel, and Food and Beverage departments.
  • Coordinated thousands of VIP guest experiences, including travel, accommodations, and reservations.

VIP Lounge Representative / Lead Villa Concierge

The Mirage Hotel & Casino
02.2019 - 08.2022
  • Prioritized tasks and used sound judgment to meet fast-paced demands of high-profile clientele.
  • Resolved guest challenges and special requests to ensure satisfaction through empowerment.
  • Completed all checklists, reports, and daily tasks associated with assigned shifts.
  • Communicated pertinent information to co-workers and management for effective planning.
  • Managed incoming suite and VIP reservations, including room assignments and revisions.
  • Coordinated arrangements for dining, shows, and transportation, including floral orders and itineraries.
  • Conducted curbside greetings and personalized check-ins for Villa-caliber guests.
  • Delivered exceptional Forbes-standard customer service consistently.

Lead MLife Desk Representative

The Mirage Hotel And Casino
01.2017 - 02.2019
  • Collaborated with executive hosts to provide guests with appropriate complimentary rewards based on casino play.
  • Explained MLife program details, players card benefits, and facilitated guest sign-ups for MLife Mastercard.
  • Utilized Opera, Patron Management, Cleo, and My Vegas software for effective guest interactions.
  • Outlined promotions along with VIP events, tournaments, and special activities for guests.
  • Supported management in daily operations to enhance team efficiency.

Concierge Supervisor

MGM Resorts International
03.2012 - 12.2016
  • Streamlined office efficiency by delegating tasks to administrative support staff.
  • Implemented work calendar to enhance organization of staff responsibilities.
  • Managed work processing, photocopying, and filing operations effectively.
  • Answered multiple phone lines while utilizing Microsoft Excel and Word.
  • Resolved issues with active listening and open-ended questioning techniques.
  • Escalated major problems to management for prompt resolution.
  • Coordinated individual duties based on careful evaluation of employee skills.
  • Delivered exceptional customer service to maintain client satisfaction.

Education

Associates Degree - Business Administration

Hawaii Business College
Honolulu, H

Skills

  • Microsoft Office proficiency
  • Leadership capabilities
  • Adaptability and flexibility
  • Interpersonal communication
  • Attention to detail
  • Customer service expertise
  • Forbes Five-Star training

Timeline

Executive Casino Host

Park MGM Hotel & Casino
11.2023 - 08.2025

Casino Host

The Venetian Las Vegas Resort Hotel & Casino
08.2022 - 11.2023

VIP Lounge Representative / Lead Villa Concierge

The Mirage Hotel & Casino
02.2019 - 08.2022

Lead MLife Desk Representative

The Mirage Hotel And Casino
01.2017 - 02.2019

Concierge Supervisor

MGM Resorts International
03.2012 - 12.2016

Associates Degree - Business Administration

Hawaii Business College

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