JELO PEARL CASTRO ARREY
Las Vegas,NV
Summary
Experienced with managing high-end client services and enhancing guest satisfaction. Utilizes effective leadership to ensure top-tier service delivery. Track record of strong client relationship management and conflict resolution skills.
Overview
10
10
years of professional experience
Work History
Assistant Manager - VIP Registration
Fontainebleau
Las Vegas, NV
05.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Enhanced guest satisfaction by implementing personalized services and attending to VIP needs promptly.
- Ensured smooth operations during high-profile events by managing logistics and staff assignments effectively.
- Increased overall revenue by upselling premium services and amenities to VIP guests.
- Maintained a high level of discretion while handling sensitive information for high-profile clientele.
- Developed strong relationships with clients, resulting in increased repeat business and positive reviews.
- Streamlined communication between departments, ensuring seamless coordination of VIP guest experiences.
- Continually reviewed and updated VIP service offerings, ensuring alignment with industry trends and client preferences.
- Elevated guest loyalty by consistently delivering exceptional service and anticipating individual needs.
- Resolved issues quickly, maintaining a strong reputation for excellent customer care among VIP guests.
Front Desk/VIP Agent
Fontainebleau Las Vegas
Las Vegas, NV
11.2023 - Current
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions mainly registration upon arrival and departure process.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow at the VIP registration.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
Guest Service Representative
Wynn Resorts
Las Vegas, NV
09.2023 - Current
- Welcomed guests on arrival, displaying professional and friendly approach, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
Call Center Representative/Mentor
The Venetian Resort
Las Vegas, NV
06.2023 - 08.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Managed over 50 guest calls and respond to emails to answer questions about products and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provide reports through out the day by completing the checklist such as due outs, expected next day arrivals, special occasion letters & collecting payments through Cognos system.
Front Office Agent/Mentor
The Venetian Hotel & Resort
Las Vegas, NV
05.2021 - 06.2023
- Primary responsibility of Agent - Front Office is to provide unmatched guest service during registration process while maintaining the Forbes hotel service standard.
- Trained newly hired employees on office procedure, property system, and coach new employees for success.
- Possess skills to expedite clerical processing, perform service, evaluate information, and take action based upon information to complete task or assignment or activity.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Reviewed and updated customer information in database for accuracy.
- Increased customer service success rates by quickly resolving issues.
Front Office Ambassador
The Venetian Hotel & Resort
Las Vegas, NV
12.2019 - 05.2021
- Perform as primary point of contact by personally providing prompt, efficient, and high-quality service by directing guest to appropriate team member and assisting guest with service requests
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
VIP Signature Collection Concierge/Trainer Coordinator
Holiday Inn Club Vacations Resort
Las Vegas, NV
10.2017 - 10.2019
- Welcome guests and provide guest with above and beyond service while managing check in process.
- Facilitated guest requests for dining and tourist attractions by researching various venues and locales.
- Overseeing signature rooms for VIP guests
- Answered multi-line telephone system, responded to inquiries and transferred calls to correct departments and personnel
- Maintained financial accuracy by collecting deposits, fees and payments, processing charges and issuing receipts.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Front Desk Agent
Holiday Inn Club Vacations
Las Vegas, NV
04.2017 - 10.2017
- PBX Operator responded to inquiries and transferred calls to correct departments
- Assisted guest by furnishing information and directions to various areas of property
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
Cashier
Walmart
Las Vegas, NV
04.2017 - 06.2017
- Processed POS transactions, including checks, cash and credit purchases and refunds
- Helped customers complete purchases, locate item and join reward program to promote loyalty, satisfaction
- Worked flexible schedule and extra shifts to meet business needs.
Accounts Payable Specialist
Asia United Bank
Philippines
09.2014 - 09.2016
- Review and processed invoices and journal entries with efficiency and accuracy.
- Prepared month-end closing entries for detailed reporting and record keeping.
- Answer vendor inquiries, reconcile vendor statements, process and distribute checks.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Developed client rapport by efficiently addressing incoming correspondence and resolving A/P inquires per day.
Education
Bachelor of Science in Accounting
Philippine School of Business Administration
Skills
- Luxury customer service experience
- Critical thinking abilities
- Training and mentoring
- Hospitality service expertise
- Good leadership
- Time management
- Accounting familiarity
- Proficient in MS Office
- Bilingual - Tagalog (Fluent)
- LMS software / Opera PMS/HMS
- Team leadership
- Customer relations
Additional Information
PROFESSIONAL REFERENCE:
Paola Atienza
951-348-5470
Assistant Director - Hotel Housekeeping
Resorts World
Timeline
Assistant Manager - VIP Registration
Fontainebleau
05.2024 - Current
Front Desk/VIP Agent
Fontainebleau Las Vegas
11.2023 - Current
Guest Service Representative
Wynn Resorts
09.2023 - Current
Call Center Representative/Mentor
The Venetian Resort
06.2023 - 08.2023
Front Office Agent/Mentor
The Venetian Hotel & Resort
05.2021 - 06.2023
Front Office Ambassador
The Venetian Hotel & Resort
12.2019 - 05.2021
VIP Signature Collection Concierge/Trainer Coordinator
Holiday Inn Club Vacations Resort
10.2017 - 10.2019
Front Desk Agent
Holiday Inn Club Vacations
04.2017 - 10.2017
Cashier
Walmart
04.2017 - 06.2017
Accounts Payable Specialist
Asia United Bank
09.2014 - 09.2016
Bachelor of Science in Accounting
Philippine School of Business Administration