Kami McCausland
Las Vegas,NV
Summary
Dedicated hospitality professional with over five years of experience providing exceptional guest service in luxury hotel environments.
Skilled in reservations, front desk operations, and guest relations, consistently upholding Forbes Travel Guide 5-Star standards. Adept at multitasking across complex systems while maintaining a
polished and professional demeanor.
Overview
3
3
years of professional experience
Work History
Reservations Agent
Wynn|Encore Las Vegas
Las Vegas, NV
02.2024 - Current
- Answering and efficiently handling or Directing incoming calls
- Maximizing opportunities to confirm room, dinner and show reservations sales
- Inputting room, restaurant and show reservations in the appropriate computer systems
- Providing callers with necessary confirmation
- Expressing the luxury standards associated with the Wynn/Encore brand to callers, sharing information about the property and its amenities
- Listening and documenting information accurately while on calls
- Handling reservations for amenities such as room reservations, dining, show tickets and casino promotions at Wynn Las Vegas and Encore as needed
- Provide extraordinary service consistent with Forbes Travel Guide 5 Star standards and brand attributes.
Front Desk Agent / Rooms Coordinator
Vdara Hotel and Spa
Las Vegas, NV
07.2022 - 02.2024
- Respond to phone and email inquiries
- Provide extraordinary service consistent with Forbes Travel Guide 5 Star standards and brand attributes.
- Successfully operate through 7 different computer systems while managing multi line phones, respond to urgent emails all while performing the daily job responsibilities.
- Assist VIP casino, hotel and convention guest reservations with hotel registration, hotel check out, concierge requests and provide all other supporting services.
- Be able to communicate eloquently and effectively through email, telephone and during face to face interactions.
- Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction.
- Assume full responsibility for cashiering abilities to include but not limited to: maintaining a cash bank, resolving billing inquiries, creating posting master accounts, processing credit card authorizations and proper execution of casino comps.
- Help to create a unique lounge experience by proactively engaging guests, offering beverages, light snacks, reading materials, and starting small conversation while maintaining the cleanliness of the department and surrounding areas.
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Upsell additional facilities and services, when appropriate
- Issue payment adjustments and refunds when necessary
Education
College of Southern Nevada
Las Vegas, NVSkills
- B4 check in
- Saflok
- Amadeus
- REX
- Aloha POS
- HotSos
- OPERA
- Arcthics
- Microsoft Excel
- SmartQ
- Seven rooms
- Patron
Timeline
Reservations Agent
Wynn|Encore Las Vegas
02.2024 - Current
Front Desk Agent / Rooms Coordinator
Vdara Hotel and Spa
07.2022 - 02.2024
College of Southern Nevada