Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Olena Casillas

Union,KY

Summary

Guest-oriented hotel supervisor offering more than 15 years of experience in hospitality and casino industry. Self-starter providing valuable service to customers. Highly energetic, team player committed to provide excellent guest services by directing staff, managing bookings and resolving common customer service issues.

Overview

12
12
years of professional experience

Work History

LEC Hotel Supervisor

Hollywood Casino Lawrenceburg
06.2020 - Current
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided exceptional service and assistance to guests upon check-in.
  • Increased customer service ratings through personable service.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Managed day-to-day operations of lodging facility, scheduling staff.

LEC Hotel Supervisor

Hollywood Casino Lawrenceburg
12.2018 - 03.2020
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Provided services efficiently and with high level of accuracy.
  • Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.

Hollywood Casino Hotel Supervisor

Hollywood Casino Lawrenceburg
04.2015 - 12.2018
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Developed and implemented casino promotional strategies to increase occupancy.

Lead Night Auditor

Hollywood Casino Lawrenceburg
06.2011 - 04.2015
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Generated and printed daily financial reports to track hotel performance.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.

Education

Certified Accountant - Accounting

Mykolayv Community College
Ukraine

Associate of Arts - Construction Site Management

Noviy Bugh Community College
Ukraine

Skills

  • Guest relations management
  • Customer service excellence
  • Front desk operations
  • Interpersonal skills
  • Hospitality
  • Staff Scheduling
  • Work Planning and Prioritization

Languages

Ukrainian
Professional Working
Russian
Full Professional

Timeline

LEC Hotel Supervisor

Hollywood Casino Lawrenceburg
06.2020 - Current

LEC Hotel Supervisor

Hollywood Casino Lawrenceburg
12.2018 - 03.2020

Hollywood Casino Hotel Supervisor

Hollywood Casino Lawrenceburg
04.2015 - 12.2018

Lead Night Auditor

Hollywood Casino Lawrenceburg
06.2011 - 04.2015

Certified Accountant - Accounting

Mykolayv Community College

Associate of Arts - Construction Site Management

Noviy Bugh Community College

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Olena Casillas