Lilibeth M. Catipay
Reno,NV
Summary
Experienced with managing high end Casino VIP lounge operations and ensuring seamless guest experiences. Utilizes strong leadership abilities to foster motivated and efficient team environment. Track record of implementing service improvements and maintaining high standards of hospitality. With proven ability to manage high-end hospitality environments. Strong in team collaboration, ensuring smooth operations and exceptional guest experiences. Skilled in staff supervision, customer service, and problem-solving. Adaptable to changing needs and focused on achieving results.
Overview
29
29
years of professional experience
Work History
VIP Lounge Supervisor
Peppermill Resort and Casino
Reno, NV
2011.03 - Current
- Coordinated closely with other departments within the establishment to enhance overall guest experience during their stay or visit.
- Fostered a positive work environment by promoting teamwork, open communication, and strong leadership among staff members.
- Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
- Maintained a welcoming and comfortable atmosphere by overseeing cleanliness and maintenance of lounge area.
- Assisted in recruitment and hiring process, identifying top talent to join the lounge team and contribute to long-term success.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Disciplined and motivated staff to achieve challenging objectives in high end casino guest environments.
VIP Guest Relation Agent
Red Rock Resort
2008.05 - 2010.10
- VIP guest check in-out
- Room assignment before guest arrives
- Create Butler/Bell/Limo VIP arrival list
- Increased customer satisfaction with personalized follow-up strategies.
- Piloted customer loyalty program, resulting in increased repeat business.
Hostess
Trevi
2007.12 - 2008.06
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Provided patrons with estimated waiting times during peak service hours.
VIP Services Agent
Caesars Palace
2005.06 - 2008.01
- Concierge for VIP casino guests
- Provide premier customer service
- Liaison between guests and casino hosts
- Manage customer accounts using the in-house reservation system (LMS/CMS)
- Registration for casino invited guests for promotions and hotel rooms
VIP-Representative/Hotel Concierge
Boomtown Hotel and Casino
2003.10 - 2005.05
- Coordinated between hotel front office and marketing department
- VIP reservation
- VIP hotel registration - check in/out
- Evaluated guest play and comp evaluation
- Hosted VIP special events
- Booked recreational reservations
- VIP representative and hotel concierge trainer
Asian Casino Hostess
Flamingo Hilton
2001.01 - 2001.10
- Coordinated casino events and tournaments
- Overlooked VIP reservations
- VIP registration – check in/out
- Evaluated guest play and comp evaluations
- Maintained casino block
- Established professional relationships with new casino guests
- Developed more personalized relationship with existing guests
- Responsible for room inventory, bookkeeping, and audits
VIP Coordinator
Flamingo Hilton
1999.07 - 2001.01
- VIP registration
- Coordinated room amenities
- VIP check in and out
- Evaluated play and had ability to compensate guests
Casino/Group/Sales Reservation
Flamingo Hilton
1999.05 - 1999.07
- Casino reservation
- Group/Sale reservation
Merchandise Sale Associates
Planet Hollywood
1998.12 - 1999.05
- Overlooked cashed transactions
- Responsible for sales transactions and audits
- Visual merchandising
Hotel Front Desk/PBX/Reservation
Riverboat Hotel and Casino
1996.06 - 1998.12
- Hotel bus and group sales
- PBX operator
- Night Audit
Education
High School Diploma -
Robert McQueen High School
Reno,NV2018
Skills
- Knowledge with LMS, CMS, AS400, Microsoft Office
- Advance knowledge of NEC ACD and switchboard
- Excellent communication skills
- Reservation management
- Guest satisfaction
- Bilingual
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Team building
- Conflict resolution
- Staff training
Timeline
VIP Lounge Supervisor
Peppermill Resort and Casino
2011.03 - Current
VIP Guest Relation Agent
Red Rock Resort
2008.05 - 2010.10
Hostess
Trevi
2007.12 - 2008.06
VIP Services Agent
Caesars Palace
2005.06 - 2008.01
VIP-Representative/Hotel Concierge
Boomtown Hotel and Casino
2003.10 - 2005.05
Asian Casino Hostess
Flamingo Hilton
2001.01 - 2001.10
VIP Coordinator
Flamingo Hilton
1999.07 - 2001.01
Casino/Group/Sales Reservation
Flamingo Hilton
1999.05 - 1999.07
Merchandise Sale Associates
Planet Hollywood
1998.12 - 1999.05
Hotel Front Desk/PBX/Reservation
Riverboat Hotel and Casino
1996.06 - 1998.12
High School Diploma -
Robert McQueen High School