Jessica Hernandez
San Diego,CA
Summary
Dynamic and results-driven professional with extensive customer service experience in hospitality and gaming industry. Proven track record in enhancing customer satisfaction through effective communication and efficient task management. Recognized for strong problem-solving skills and adaptability in fast-paced environments, consistently delivering exceptional service while ensuring compliance with industry regulations.
Overview
18
18
years of professional experience
Work History
Lead Slot Floor Attendant
Pala Casino
Pala, CA
03.2008 - 01.2026
- Delegated tasks to employees to enhance productivity and workflow.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Utilized great communication and interpersonal skills when interacting with guests to promote smooth and efficient operations.
- Trained new employees in proper procedures and policies to achieve employee efficiency
- Greeted guests and welcomed patrons in support of company service policy.
- Educated patrons on current promotions.
- Coordinated with coworkers to help customers, achieving efficient operations and high customer satisfaction.
- Followed strict guidelines for handling confidential information.
- Demonstrated thorough knowledge of Pala Gaming Commission regulations related to operations, ensuring full compliance at all times.
- Resolved guest disputes professionally and ensuring positive guest experience.
- Delivered outstanding guest service while managing a high volume of guests in a fast paced environment.
- Worked collaboratively with managers, floor staff, and coworkers to support seamless operations.
- Demonstrate the ability to work independently with minimal supervision while maintaining productivity and compliance.
- Operated computer systems including Windows-based platforms.
- Consistently performed job functions with accuracy, efficiency, and a strong attention to detail.
Education
Associate of Arts - Behavioral Sciences
Palomar College
San Marcos, California, CA05-2021
Skills
- Efficient task management
- Hospitality experience
- Dependable performance
- Effective communication
- Effective organizational skills
- Customer service expertise
- Adaptability and flexibility
- Customer service management
- Multitasking Abilities
- Bilingual in Spanish/English
- Strong work ethic
- Self-driven initiative
- Teamwork and collaboration
- Time management abilities
- Problem-solving aptitude
Timeline
Lead Slot Floor Attendant
Pala Casino
03.2008 - 01.2026
Associate of Arts - Behavioral Sciences
Palomar College