Christa Macias
Riverside,CA
Summary
Dynamic hospitality professional with extensive experience at Yaamava Resort and Casino, excelling in customer service and guest relations. Proven track record in enhancing guest satisfaction through effective problem-solving, proactive communication and creating memorable experiences. Skilled in reservations, curated experiences, time management and event planning. Consistently delivering exceptional experiences that help foster trust-based connections.
Overview
21
21
years of professional experience
Work History
Concierge
Yaamava Resort and Casino
Highland, CA
01.2022 - Current
- Assisted guests with inquiries and provided information on resort amenities and services.
- Coordinated transportation arrangements for guests, ensuring timely pickups and drop-offs.
- Managed guest reservations by utilizing property management systems effectively.
- Facilitated special requests, enhancing overall guest satisfaction and experience.
- Collaborated with various departments to resolve guest issues promptly and efficiently.
- Handled concierge desk operations, ensuring a welcoming atmosphere for all visitors.
- Developed rapport with guests to foster positive relationships and repeat visits.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Maintained knowledge of local attractions and events to provide personalized recommendations.
Beverage Service Ambassador
Yaamava Resort and Casino
Highland, CA
01.2019 - 01.2022
- Delivered exceptional guest service by addressing inquiries and resolving issues promptly.
- Coordinated with various departments to ensure seamless operations and guest satisfaction.
- Implemented feedback mechanisms to improve service quality and guest experience.
- Balanced multiple tasks simultaneously without sacrificing quality or timeliness of service provided.
- Adapted quickly to changing circumstances or new information, ensuring seamless continuity of service delivery during unexpected situations.
- Assure guests are enjoying their gaming experience
- Assuring atmosphere is up to service excellence standards
- Serving Vip guests food, meal comps or beverages, fulfilling inquiries
- Interacting with guests and building professional relationships
- Maintaining cleanliness of casino floor
- Answering phone, tablet and radio calls
- Working with VIP services team
Senior Customer Service Representative
Yaamava Resort and Casino
Highland, CA
08.2005 - 01.2019
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction and loyalty.
- Trained and mentored new team members, fostering a collaborative and knowledgeable work environment.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Developed training materials to enhance staff performance and ensure consistent service standards.
- Collaborated with management to identify trends in customer feedback, driving actionable insights for service enhancement.
- Led initiatives to improve team performance metrics, resulting in recognition for outstanding service quality.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Created and maintained detailed database to develop promotional sales.
- Facilitated cross-departmental communication to address complex customer issues promptly and effectively.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
Education
A Forbes Travel Guide 4-Star Award Winner -
Forbes Certified Training
Highland, CALicense in Barbering And Cosmetology -
Salon Success Academy
Upland, CAAssociate of Science - Social And Behavioral Studies
Riverside Community College
Riverside05.2005
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Excellent multitasking
- Telephone etiquette
- Guest services
- Proactive attitude
- Hospitality
- Exceptional communication
- Training and mentoring
- Guest experiences
- Guest relations
- Detail-oriented approach
- Administrative support
- Conflict resolution
- Event planning
- Effective decision making
- Reservations management
- Quality assurance
- Superior organization
- Advanced time management
Timeline
Concierge
Yaamava Resort and Casino
01.2022 - Current
Beverage Service Ambassador
Yaamava Resort and Casino
01.2019 - 01.2022
Senior Customer Service Representative
Yaamava Resort and Casino
08.2005 - 01.2019
A Forbes Travel Guide 4-Star Award Winner -
Forbes Certified Training
License in Barbering And Cosmetology -
Salon Success Academy
Associate of Science - Social And Behavioral Studies
Riverside Community College