Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cynthia Saenz

Las Vegas,NV

Summary

Dynamic and dependable professional with extensive experience at Fontainebleau Las Vegas, excelling in customer service and problem resolution. Proven ability to enhance guest satisfaction through effective communication and critical thinking. Recognized for multitasking and maintaining high standards under pressure, consistently delivering exceptional service and fostering loyalty among guests.

Overview

10
10
years of professional experience

Work History

Resort Services Supervisor

Fontainebleau Las Vegas
07.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Coordinated scheduling and resource allocation for optimal team performance.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Guest Services Representative

Fontainebleau Las Vegas
01.2024 - 07.2024
  • Delivered exceptional customer service by addressing inquiries and resolving complaints promptly.
  • Managed front desk operations, ensuring efficient check-in and check-out processes.
  • Utilized reservation systems to assist guests with bookings and modifications effectively.
  • Collaborated with housekeeping and maintenance teams to ensure guest satisfaction and operational efficiency.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
  • Handled customer complaints to satisfy and retain guests.
  • Upheld hotel policies and procedures by providing high level of customer service.

Guest Services Agent

Caesars Entertainment
05.2015 - 02.2022
  • Provided exceptional customer service, resolving guest inquiries and complaints promptly.
  • Facilitated check-in and check-out processes, ensuring smooth guest experiences.
  • Maintained accurate reservation records using property management system.
  • Collaborated with housekeeping and maintenance teams to address guest needs efficiently.
  • Supported marketing initiatives by promoting hotel services and amenities to guests.
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
  • Developed strong relationships with repeat customers, fostering loyalty and return visits.
  • Improved guest experience scores by consistently delivering exceptional service through active listening skills.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Greeted guests upon arrival by providing warm welcome.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Assisted with luggage handling, valet services and concierge services.

Education

High School Diploma -

Desert Rose HS
Las Vegas

Skills

  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Calm under pressure
  • Attention to detail
  • Active listening
  • Decision-making
  • Problem resolution
  • LMS
  • Amadeus
  • Avia
  • Jazzwear

Languages

Spanish
Native or Bilingual

Timeline

Resort Services Supervisor

Fontainebleau Las Vegas
07.2024 - Current

Guest Services Representative

Fontainebleau Las Vegas
01.2024 - 07.2024

Guest Services Agent

Caesars Entertainment
05.2015 - 02.2022

High School Diploma -

Desert Rose HS

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