Kimberly Morales
Norwich,CT
Summary
Motivated Casino Host with over 5 years in customer service with comprehensive experience retaining prestigious, high-roller customers in casinos. Skillful in efficiently responding to customer needs, promoting programs and promotions and organizing and coordinating special services, including cross-property events, transportation and hotel accommodations. Focused and friendly professional comfortable working in competitive, fast-paced environment.
Overview
5
5
years of professional experience
Work History
Casino Host
Foxwoods Resort And Casino
08.2022 - Current
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
Reservation Agent
The Spa At Norwich Inn
07.2021 - 06.2022
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Resolved various issues and discrepancies for customers.
- Answered 50 calls a day and improved sales by 5%.
VIP Receptionist
Mohegan Sun Casino
11.2018 - 05.2020
- Maintained confidentiality of information regarding clients and company.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone, or postal mail.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Education
No Degree - Real Estate
Three Rivers Community College
Norwich, CT09.2020
Associate of Arts - Visual Fine Arts
Three Rivers Community College
Norwich, CT01.2017
High School Diploma -
Norwich Free Academy
Norwich, CT06.2015
Skills
- Guest Relations
- Event planning experience
- Customer service expertise
- Relationship Development
- Marketing knowledge
- Decision-Making
- Excellent Communication
- Problem-solving aptitude
- Adaptability and Flexibility
- Continuous Improvement
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Casino Host
Foxwoods Resort And Casino
08.2022 - Current
Reservation Agent
The Spa At Norwich Inn
07.2021 - 06.2022
VIP Receptionist
Mohegan Sun Casino
11.2018 - 05.2020
No Degree - Real Estate
Three Rivers Community College
Associate of Arts - Visual Fine Arts
Three Rivers Community College
High School Diploma -
Norwich Free Academy
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