Margaret Dowling
Las Vegas
Summary
Dynamic VIP Trainer with a proven track record at Fontainebleau Las Vegas, excelling in high-end client relations and luxury service standards. Adept at developing SOPs and mentoring teams, I leverage strong communication and multitasking skills to enhance service excellence and operational efficiency, ensuring an exceptional experience for elite clientele.
Overview
3
3
years of professional experience
Work History
VIP Trainer
Fontainebleau Las Vegas
Las Vegas
06.2025 - Current
- Develop and implement SOPs and onboarding materials to improve efficiency and service consistency across VIP operations
- Train and mentor new VIP agents on Forbes Five-Star standards, luxury service recovery, and high-profile guest engagement
- Lead daily pre-shift meetings, reinforcing service excellence while addressing operational challenges in real time
- Act as a role model for adaptability, multitasking, and composure in high-pressure situations
VIP Agent
Fontainebleau Las Vegas
Las Vegas
04.2025 - Current
- Deliver white-glove service to high-net-worth individuals, VIPs, and celebrity guests in a fast-paced luxury environment
- Manage multiple guest profiles, preferences, and last-minute changes simultaneously while maintaining discretion and professionalism
- Coordinate complex itineraries including accommodations, transportation, amenities, and special requests across multiple departments
- Serve as a trusted point of contact for elite clientele, handling confidential information with precision and adaptability
- Demonstrate exceptional flexibility by adjusting service style and communication to meet diverse guest expectations
Front Desk Agent
Fontainebleau Las Vegas
Las Vegas
10.2024 - 04.2025
- Managed high guest volume check-ins and check-outs while maintaining a polished and welcoming demeanor
- Balanced multiple operational tasks simultaneously, including reservations, guest concerns, and interdepartmental coordination
- Resolved issues efficiently by adapting communication styles to a wide range of guest personalities and needs
- Maintained detailed knowledge of hotel amenities and local attractions to provide personalized recommendations
Front Of House Intern
Omni La Costa Resort & Spa
Carlsbad
05.2024 - 08.2024
- Supported front desk operations for a 600+ room luxury resort in a high-volume, fast-paced environment
- Juggled guest check-ins, service recovery, and administrative duties simultaneously during peak hours
- Collaborated with housekeeping, maintenance, and concierge teams to ensure seamless guest experiences
- Demonstrated strong adaptability when responding to changing guest needs and operational demands
Peer Mentor
Lasell University
Newton
09.2023 - 12.2023
- Assisted over 20 first-year students in their college transition
- Collaborated with professors in lesson planning
- Conducted the first 15 minutes of class weekly
- Served as a role model for students
Supervisor, Customer Service Representative
Star Market
Newton
10.2022 - 12.2023
- Managed cash transactions and assisted customers
- Oversaw the checkout floor and customer service desk
- Coordinated employee breaks and task assignments as well as scheduling
- Conducted lottery and Western Union transactions
Hospitality Internship
MGM Springfield
Springfield
06.2023 - 08.2023
- Front-of-house intern at MGM Springfield.
- Assisted in guest services and VIP services.
- Completed training in guest service, front desk operations, and company culture.
- Worked behind the scenes as a house person and collaborated with the housekeeping supervisor.
Education
Bachelor of Science - Hospitality Management
University of Nevada, Las Vegas (UNLV)
Las Vegas, NV01.2026
Hospitality Management
Lasell University
Auburndale, MA12.2023
Skills
- Multitasking and time management
- High-end client relations
- Workplace adaptability
- Luxury service standards
- Discretion and confidentiality
- Cross-department collaboration
- Communication and leadership skills
- Balancing work and academic commitments
Key Skills Strengths
- Multitasking & Time Management
- High-End & VIP Clientele Relations
- Workplace Adaptability ('Chameleon' Skill Set)
- Luxury Service Standards (Forbes-Level)
- Discretion & Confidentiality
- Cross-Department Collaboration
- Strong Communication & Leadership
- Balancing Full-Time Work and Academic Commitments
Timeline
VIP Trainer
Fontainebleau Las Vegas
06.2025 - Current
VIP Agent
Fontainebleau Las Vegas
04.2025 - Current
Front Desk Agent
Fontainebleau Las Vegas
10.2024 - 04.2025
Front Of House Intern
Omni La Costa Resort & Spa
05.2024 - 08.2024
Peer Mentor
Lasell University
09.2023 - 12.2023
Hospitality Internship
MGM Springfield
06.2023 - 08.2023
Supervisor, Customer Service Representative
Star Market
10.2022 - 12.2023
Bachelor of Science - Hospitality Management
University of Nevada, Las Vegas (UNLV)
Hospitality Management
Lasell University