Raven A. DuVall
Ridgeley,WV
Summary
Professional hospitality leader with significant experience in hotel operations. Skilled in team management, guest satisfaction, and operational efficiency. Known for adaptability and delivering consistent results in dynamic environment. Strong expertise in staff training, conflict resolution, and resource allocation.
Overview
6
6
years of professional experience
Work History
Promoted to Hotel Operations Supervisor
Rocky Gap Casino Resort
Flintstone
10.2023 - Current
- Handling Payroll for 60+ employees of departments listed above.
- Maintaining high standards of service and efficiency.
- Creating and maintaining staff schedules for departments listed above.
- Oversee daily operations of the hotel.
- Handle guest complaints and issues promptly and professionally to maintain high levels of guest satisfaction.
- Monitor hotel inventory and supplies, placing orders and requisitions as needed to ensure all departments are adequately stocked without exceeding budget constraints.
- Taking monthly inventory counts and reporting to higher leadership.
- Handling guest transactions for outstanding payments.
- Supervise hotel operations staff and ensure all tasks are being completed.
- Ability to handle high pressure situations and resolve conflicts efficiently.
- Organizing daily google sheets for better communication between the hotel, marketing and player development.
Promoted to Group Lead of Front Desk
Rocky Gap Casino Resort
Flinstone
01.2022 - 10.2023
- Handling casino and resort escalated guest issues/complaints and resolving the issues in a timely manner.
- First in chain to handle employee issues.
- Training and mentoring all new incoming guest service representatives.
- Maintaining all duties from previous position.
- Managed approximately 10 calls daily for billing issues that result in fixing in a timely manner.
Guest Service Representative
Rocky Gap Casino Resort
Flinstone
03.2021 - 01.2022
- Greeting guests upon arrival and making them feel welcomed.
- Administering check-ins and check-outs.
- Processing guest payments.
- Responding to the guests' requests and escalating high-level complaints if needed.
- Suggesting recommendations for improving the guests' experience.
- Maintaining the cleanliness and orderliness of the common areas.
- Provide energetic and enthusiastic customer service to VIP clientele.
- Providing daily reporting.
- Setting up guests’ rooms for special occasions.
- Answering all questions about the casino/resort and its venues.
Cashier
American Eagle Clothing Store
Lavale, MD
11.2020 - 03.2021
- Experience with cashier duties, retail stocking, and customer service.
- Worked well in a team setting, providing support and guidance.
- Handled customer inquiries and resolved issues to enhance overall satisfaction.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Cashier
JC Penney
Lavale, MD
06.2020 - 10.2020
- Experience with customer service, sales, cashier duties, retail stocking, maintaining store cleanliness.
- Managed cash drawer, ensuring balanced registers at end of shifts.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Handled customer inquiries and resolved issues to enhance overall satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
Education
High School -
Frankfort High School
Ridgeley, WV05-2021
Skills
- Employee documentation
- Reporting, Scheduling
- ADP Payroll for 60 employees
- Labor reporting
- Manage interview process for all new hires in hotel operations departments
- Created and maintained Excel/word/google sheets
- Inventory counts, Ordering for multiple departments
- Developed Training Manuals and established SOPs for multiple departments
- Assigned quarterly and annual employee trainings
- Created annual employee appraisals
- Communication and daily teamwork
- Delegate daily check lists for employees
- Strong communication between departments
- Daily communication with sales/marketing teams
- Conduct meetings
- Guest de-escalation
Accomplishments
- Honor Roll achievements throughout high school.
- Completion of Criminal Justice Curriculum.
- Dance Class participation for 15 years.
- Multiple team member of the month awards, received an award from Golden enternainment.
Timeline
Promoted to Hotel Operations Supervisor
Rocky Gap Casino Resort
10.2023 - Current
Promoted to Group Lead of Front Desk
Rocky Gap Casino Resort
01.2022 - 10.2023
Guest Service Representative
Rocky Gap Casino Resort
03.2021 - 01.2022
Cashier
American Eagle Clothing Store
11.2020 - 03.2021
Cashier
JC Penney
06.2020 - 10.2020
High School -
Frankfort High School