RICARDO VEGA

• Trained, motivated, evaluated and supervised staff and offered guidance and resources to accomplish job and department objectives.
• Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions ie: Title 31, Veridocs, Cash Club, EZ Pay, Patron, CTA
• Monitored and coordinated activities of cage personnel to maintain integrity of cage funds.
• Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
• Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
• Provided excellent customer service while resolving disputes or concerns regarding cage transactions, promoting patron satisfaction.
• Currently continuing education with MGM "Leading the way", and "Jumpstart".

• Enforced company standard operating procedures, gaming regulations, and Title 31 compliance.
• Quickly and accurately counted drawers at start and end of each shift.
• Enhanced customer satisfaction by efficiently processing transactions and handling cash accurately.
• Provided support to other team members when needed, fostering a collaborative work environment conducive to optimal productivity.
• Managed high volumes of currency, between $200,000.00 - $100,000,000.00 depending on the window - High Limit, Chip Bank, Employee Bank, Cage Cashier.
• June 2025 promoted to Cage Supervisor
• April 2025 promoted to Cashier II

• Managed group bookings efficiently, ensuring smooth coordination between multiple departments for seamless event execution including but not limited to Casino Marketing, Housekeeping, Group Desk, Travel Sales, and all Front desks on property.
• Ensured accurate billing practices by closely reviewing folios and addressing discrepancies in a timely manner.
• Increased guest satisfaction by efficiently coordinating room assignments and special requests.
• Enhanced operational efficiency by implementing effective room inventory management practices.
• Collaborated with housekeeping staff to ensure timely room turnovers and consistently high cleanliness standards for 825 suites.
• Handled reports such as Suite Count, Rate Variance, Due Out, 17 Series, Casino and Private Access Room Blocking.

Tower Suites and VIP Lounge Front Desk Representative Jun 2023 - Dec 2023

• At check-in Introduced customers to resort amenities with pleasant and helpful demeanor.
• Prepared daily modifications per existing and future reservations. Routing comps per reservation needs.
• Coordinated with maintenance personnel to address guest issues promptly, leading to increased satisfaction ratings.

Relief Hotel Operations Manager // Feb 2023 - May 2023

• Supervised team of 25 front desk agents // guest services agents and helped to resolve issues arising during shifts.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Evaluated and promptly resolved lodging facility operational issues.

Guest Services Agent // Dec 2022 - May 2023

• Managed over 300 customer calls per day.
• Pleasantly respond to guest requests for assistance.
• Resolve and de-escalate any and all problems our guests were experiencing using active listening, and performing investigations from all parties.
• Track and record all calls, and performed follow up calls to ensure guests reported issues were fully resolved.
• Utilized following computer systems: Opera, Okta, Smart Q, Alice, Fraud Check, Hotsos, Expedia, Autocab.

VIP Lounge Representative // July 2022 - May 2023

• Dress up VIP lounge - stocked drinks, laid out pastries, organize coffee / tea stations, prepped wine and beer.
• Arranged table reservations upon request of guests.
• Review guest comments ensuring potential room changes were made, confirming room blocks, booking limousine pick up's / drop offs using Autocab.
• Checked in / out guests in a promptly manner, asking open ended questions about their visit, and serving guests wine, champagne, beer, coffee, and special treats.

• Provided exceptional administrative support to executive staff, improving overall workplace productivity by promptly releasing a range of 2,500 - 5,000 efile Business and Personal Tax returns and also hard copies via certified mail.
• Handled sensitive client information with discretion and confidentiality, adhering to strict privacy policies at all times.
• Managed high call volumes with exceptional professionalism and efficiency, maintaining positive company image.
• Successfully maintained clean and inviting atmosphere in common areas such as waiting rooms or meeting spaces.

• Collaborated with housekeeping staff to maintain cleanliness standards in lobby and common areas (pool, gym, lounge).
• Greeted visitors and residents upon arrival, offered assistance, and answered questions to build rapport and retention.
• Managed over 75 customer calls promptly and appropriately handled needs.
• Distributed 15-25 residents packages daily in mail room upon request.

• Consistently met or exceeded monthly quotas which ranged between $96,000.00 - $135,000.00 by implementing cross-selling strategies, up-selling, and building capsules for clients.
• Increased repeat business by fostering trust-based relationships with key accounts through regular communication, including Face time shopping.
• Achieved regional top performer status consistently through meeting sales goals and exceeding goal expectations.

• Expanded company's design capabilities by introducing new silhouettes, novelty items, and strong focus of fashion core items within Handbags, Soft Leather Goods, Fashion Accessories, Cold Weather, Room Decor, Tech. Responsible for a $250,000,000.00 spike within the fore-mentioned departments.
• Collaborated cross-functionally with other departments Merchandising, and e-Commerce to ensure seamless integration of design elements into company-wide initiatives.
• Championed innovation in the workplace through continuous research & development and staying up-to-date on industry trends (traveled to Europe, Los Angeles, New York, and Asia).
• Traveled extensively to Asia to establish strong relationships with factories, and vendors utilizing our tech packs.
• Led a successful design team, fostering collaboration and driving projects to completion on time.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.