Rasheeda Montague
Pleasantville
Summary
Experienced in providing exceptional customer service within fast-paced environments, demonstrating strong communication skills and the ability to manage guest inquiries and complaints effectively. Coordinated with various departments to ensure timely fulfillment of guest requests, while adhering to compliance and safety regulations. Developed strategies for improving service delivery based on customer feedback analysis, contributing to enhanced guest satisfaction levels. Proficient in managing front desk operations, including check-ins and check-outs, while maintaining accurate records of transactions and guest profiles.
Overview
7
7
years of professional experience
Work History
Rooms Controller
Harra
Atlantic City
08.2023 - 03.2025
- Coordinated with other departments to ensure that guest requests are met promptly and efficiently.
- Analyzed customer feedback data to identify areas for improvement in service delivery.
- Followed up with customers after their stay to ensure satisfaction with services provided.
- Ensured compliance with safety regulations and procedures.
- Liaised with external vendors related to reservations such as travel agents, airlines.
- Updated guest profile information regularly in the system.
- Prepared invoices for guests prior to departure.
- Provided excellent customer service by responding to inquiries, complaints, or special requests from guests.
- Performed routine inspections of guestrooms to ensure cleanliness standards were met.
- Monitored front desk operations, including check-ins and check-outs and room assignments.
- Tracked customer feedback on a regular basis to monitor customer satisfaction levels.
- Handled customer complaints professionally in accordance with company policies.
Casino Dealer
Evolotion
Atlantic City
06.2022 - 04.2024
- Provided guests with exceptional customer service and ensured their satisfaction with the gaming experience.
- Ensured that all patrons were aware of house rules before engaging in any form of gambling.
- Inspected cards, dice and other gaming equipment prior to use on the table.
- Dealt a variety of card games including Blackjack, Poker, Baccarat and Pai Gow.
- Responded promptly to guest inquiries and complaints in a professional manner.
- Collaborated with supervisors on developing strategies for improving customer service standards.
- Displayed strong communication skills when interacting with guests and coworkers alike.
- Recorded all transactions accurately using computer systems or hand tallying methods.
- Promptly reported suspicious behavior or irregularities such as card counting to supervisors.
Front Desk Agent
Ocean Casino Resort
Atlantic City
05.2018 - 10.2021
- Generated daily reports detailing occupancy levels, revenue amounts.
- Addressed customer needs in a timely manner.
- Assisted with luggage handling for incoming guests.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Scheduled reservations for groups and special events.
Education
Associate of Science - Nursing
Atlantic Cape Community College
Mays Landing, NJSkills
- Customer service
- Time management
- Team collaboration
- Critical thinking
- Effective communication
- Problem solving
- Reservation database management
- Front desk reservations
- Quality assurance standards
- Hotel booking
- Process improvement techniques
- Team leadership
- Compliance and regulations
- Decision-making
- Front desk management
- Front office operations
- Rooms management expertise
- Upselling and cross selling
Timeline
Rooms Controller
Harra
08.2023 - 03.2025
Casino Dealer
Evolotion
06.2022 - 04.2024
Front Desk Agent
Ocean Casino Resort
05.2018 - 10.2021
Associate of Science - Nursing
Atlantic Cape Community College