Summary
Overview
Work History
Education
Skills
Timeline
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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
03.2011 - 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
05.2008 - 10.2010
  • 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
12.2007 - 06.2008
  • 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
06.2005 - 01.2008
  • 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
10.2003 - 05.2005
  • 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
01.2001 - 10.2001
  • 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
07.1999 - 01.2001
  • VIP registration
  • Coordinated room amenities
  • VIP check in and out
  • Evaluated play and had ability to compensate guests

Casino/Group/Sales Reservation

Flamingo Hilton
05.1999 - 07.1999
  • Casino reservation
  • Group/Sale reservation

Merchandise Sale Associates

Planet Hollywood
12.1998 - 05.1999
  • Overlooked cashed transactions
  • Responsible for sales transactions and audits
  • Visual merchandising

Hotel Front Desk/PBX/Reservation

Riverboat Hotel and Casino
06.1996 - 12.1998
  • Hotel bus and group sales
  • PBX operator
  • Night Audit

Education

High School Diploma -

Robert McQueen High School
Reno,NV
2018

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
03.2011 - Current

VIP Guest Relation Agent

Red Rock Resort
05.2008 - 10.2010

Hostess

Trevi
12.2007 - 06.2008

VIP Services Agent

Caesars Palace
06.2005 - 01.2008

VIP-Representative/Hotel Concierge

Boomtown Hotel and Casino
10.2003 - 05.2005

Asian Casino Hostess

Flamingo Hilton
01.2001 - 10.2001

VIP Coordinator

Flamingo Hilton
07.1999 - 01.2001

Casino/Group/Sales Reservation

Flamingo Hilton
05.1999 - 07.1999

Merchandise Sale Associates

Planet Hollywood
12.1998 - 05.1999

Hotel Front Desk/PBX/Reservation

Riverboat Hotel and Casino
06.1996 - 12.1998

High School Diploma -

Robert McQueen High School

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Lilibeth M. Catipay