Hope Davis
Dumfries,VA
Summary
Dynamic and personable hospitality professional seeking a Casino Concierge position, leveraging extensive experience in guest service, casino operations, and administrative support to enhance exceptional guest experiences. Known for professionalism, adept multitasking, and strong communication skills, consistently fostering positive relationships with guests in fast-paced environments. Committed to delivering welcoming, memorable, and high-quality service that exceeds expectations and cultivates guest loyalty.
Overview
10
10
years of professional experience
Work History
Cage Supervisor
Horseshoe Casino Baltimore
- Supervised daily Cage operations while ensuring compliance with company policies, gaming regulations, and Title 31 requirements.
- Oversaw Cage Cashiers and support staff to ensure accurate cash handling, exceptional guest service, and operational efficiency.
- Assisted guests with escalated concerns, financial transactions, check cashing, chip redemption, markers, and casino-related inquiries.
- Monitored and balanced cash banks, vault transactions, and cashier accountability to maintain accuracy and minimize variances.
- Prepared and reviewed operational reports, paperwork, and transaction documentation for accuracy and compliance.
- Trained, coached, and supported team members on company procedures, guest service standards, and security protocols.
- Ensured the security of company assets, including cash, chips, and confidential guest information.
- Collaborated with management, security, and surveillance teams to address discrepancies, suspicious activity, or guest concerns.
- Maintained a professional, fast-paced, and guest-focused environment while prioritizing exceptional service.
- Assisted with scheduling, shift coordination, and operational support during high-volume periods.
Leasing Consultant
RP Management – Hershey Heights Apartments
01.2022 - 01.2023
- Delivered high-level customer service while assisting prospective and current residents with leasing inquiries and community information.
- Conducted tours and presented property amenities in a warm, professional, and engaging manner.
- Managed appointments, follow-up communications, and client relationships with strong attention to detail.
- Resolved resident concerns professionally while maintaining positive community relations.
- Assisted with resident events and community engagement activities to enhance resident satisfaction.
Property Management Assistant / Leasing Consultant
Pennswood Apartments & Townhomes
01.2019 - 01.2022
- Assisted residents, vendors, and guests with professionalism and exceptional customer service.
- Handled high-volume phone calls, emails, and walk-in inquiries while maintaining a welcoming office atmosphere.
- Coordinated schedules, appointments, maintenance requests, and resident communications.
- Managed sensitive information with confidentiality and professionalism.
- Supported daily office operations while maintaining organized records and administrative accuracy.
Cage Cashier
MGM National Harbor
01.2018 - 01.2019
- Delivered exceptional guest service while assisting casino patrons with a variety of financial transactions and inquiries.
- Processed marker payments, deposits, withdrawals, chip cash-outs, slot ticket redemption, and check cashing in accordance with company policies and Title 31 compliance.
- Maintained accuracy and accountability while handling large sums of cash and balancing assigned banks.
- Responded professionally and efficiently to guest concerns, questions, and special requests.
- Assisted in creating a welcoming and enjoyable gaming environment while maintaining professionalism under pressure.
- Collaborated with supervisors, security, and team members to resolve guest issues and ensure smooth casino operations.
Front Desk Agent
Courtyard by Marriott
01.2018 - 01.2019
- Provided exceptional hospitality and personalized guest service during check-in and check-out experiences.
- Assisted guests with reservations, accommodations, directions, recommendations, and special requests.
- Built positive guest relationships through attentive service, professionalism, and effective communication.
- Managed guest concerns promptly and professionally to ensure guest satisfaction.
- Operated the FOSSE reservation and payment processing system efficiently and accurately.
- Coordinated with housekeeping and other departments to ensure seamless guest experiences.
- Maintained a welcoming front desk environment while multitasking in a fast-paced setting.
Executive Assistant
All About U Designs
01.2013 - 01.2018
- Provided personalized client support and administrative assistance in a fast-paced customer-focused environment.
- Managed scheduling, communications, customer follow-ups, and service coordination.
- Built strong client relationships through professionalism, attentiveness, and excellent communication skills.
- Maintained accurate records, handled transactions, and supported daily business operations.
Education
Commercial Driver’s License (CDL) Training Program -
Swift Transportation Truck Driving Academy
Corsicana, TXOTR Training Program -
Stevens Transport Trucking Company
Dallas, TXReal Estate License / Realtor - undefined
Long & Foster Real Estate School / GHAR
Harrisburg, PACertified Nursing Assistant (CNA) - undefined
American Red Cross
Baltimore, MDGeneral Studies / Criminal Justice - undefined
Catonsville Community College
Catonsville, MDHigh School Diploma - General Studies
Catonsville High School
Catonsville, MDSkills
- Exceptional Guest Service
- Casino & Hospitality Operations
- VIP Guest Relations
- Conflict Resolution
- Cash Handling & Accountability
- Multitasking in Fast-Paced Environments
- Communication & Interpersonal Skills
- Reservation & Scheduling Systems
- Administrative Support
- Team Collaboration
- Attention to Detail
- Professional Phone Etiquette
- Problem Solving
- Microsoft Office Suite
- CRM & Database Systems
Timeline
Leasing Consultant
RP Management – Hershey Heights Apartments
01.2022 - 01.2023
Property Management Assistant / Leasing Consultant
Pennswood Apartments & Townhomes
01.2019 - 01.2022
Cage Cashier
MGM National Harbor
01.2018 - 01.2019
Front Desk Agent
Courtyard by Marriott
01.2018 - 01.2019
Executive Assistant
All About U Designs
01.2013 - 01.2018
High School Diploma - General Studies
Catonsville High School
General Studies / Criminal Justice - undefined
Catonsville Community College
Certified Nursing Assistant (CNA) - undefined
American Red Cross
Real Estate License / Realtor - undefined
Long & Foster Real Estate School / GHAR
Cage Supervisor
Horseshoe Casino Baltimore
Commercial Driver’s License (CDL) Training Program -
Swift Transportation Truck Driving Academy
OTR Training Program -
Stevens Transport Trucking Company