MARGINA MUJICA
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Gaming industry. Solid team player specializing in quality, speed and process optimization. Outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Fast learner that efficiently and correctly completes tasks. Motivated to directly and efficiently address customer concerns head-on and develop proactive solutions and implement corrections.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Unity Player's Club Supervisor
The Mirage Hotel & Casino/MGM & Hard Rock International
03.2023 - Current
- Responsible for hands-on supervision of all Player's Club representatives, as well as supervision of any promotions and events impacting Unity Desk
- Communicated daily promotions and events to front-line staff, ensuring consistency and accuracy in delivery of service to guests
- Handled complex guest escalations, and employee complaints and concerns associated within department
- Facilitated positive working relationship with all departments, such as Marketing, Advertising, Entertainment, Food & Beverage, Hotel Front Desk, Retail, Casino Cage, and Casino Marketing
Unity Player's Club Representative
The Mirage Hotel & Casino/MGM & Hard Rock International
05.2022 - 03.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Responded to customer requests for products, services and company information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Assisted customers by listening closely, finding solutions to problems and making recommendations.
Player's Club Representative
Sam's Town Hotel & Gambling Hall
05.2009 - 05.2022
- Promptly responded to inquiries and requests from prospective customers/guests.
- Earned reputation for exceeding service standard goals
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Education
High School Diploma -
Chaparral High School
Las Vegas, NV07.1998
Skills
- 20 years of experience in Gaming with excellent reputation for resolving problems and improving customer satisfaction
- Over 9 years experience in Front Desk operations and guest service
- Proficient in Loyalty/Halo, Patron/ LMS, Aristocrat, CMS/Playmate and Opera hotel systems with over 10 years of expertise in related roles
- Cash handling
- Knowledge and use of both Spanish and American Sign Language
Certification
Alcohol and Title 31 Training
Accomplishments
- 2024 - Received Hard Rock “Producer of the Quarter” award in recognition for exceptional teamwork and guest service delivery.
- 2016 & 2020 – Recognized twice as property-wide Employee of the Quarter as a player's club representative at Sam's Town Hotel and Casino
- 2003 – Awarded for Revenue Generating and Cost Containment as Front Desk Clerk at Arizona Charlies' Boulder Property.
- Multiple invites to Chamber of Commerce for customer service .
Timeline
Unity Player's Club Supervisor
The Mirage Hotel & Casino/MGM & Hard Rock International
03.2023 - Current
Unity Player's Club Representative
The Mirage Hotel & Casino/MGM & Hard Rock International
05.2022 - 03.2023
Player's Club Representative
Sam's Town Hotel & Gambling Hall
05.2009 - 05.2022
High School Diploma -
Chaparral High School
Alcohol and Title 31 Training
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