Robin Baker
Las Vegas,NV
Summary
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Accurately and courteously handled fourteen phone queues with a smile in my voice. Never lets any customer leave unsatisfied, and works hard to manage expectations and prevent conflicts.. Active listener with stellar problem-solving skills. Extensive experience at Station Casinos, excelling in room booking and customer relationship management. Well-versed in reservations, basic hotel folios, PBX, and exceptional guest service.
Overview
10
10
years of professional experience
Work History
Room Reservations Agent
Station Casinos
Las Vegas, NV
02.2022 - 04.2025
- While still maintaining my PBX position, I added the job of room reservations agent.
- Maintained up-to-date knowledge of room availability, rates, packages, promotions, special events, and other related topics.
- Promoted guest loyalty and retention by utilizing the CMS program to check each individual player for their offers and promotions.
- Generated maximum revenue using upselling and cross-selling techniques.
- Assisted guest by responding to questions about services, amenities and local attractions.
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
- Monitored room inventory to maintain updated knowledge of availability.
- Assisted guest with comments or complaints, escalating to management for immediate resolution When it was beyond my scope to resolve.
PBX Operator
Station Casinos
LasVegas, NV
09.2015 - 04.2025
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Managed multiple tasks simultaneously while maintaining a high level of accuracy.
- Resolved guests' issues and complaints by using HOTsos system to input service orders for various departments; Engineering, Housekeeping, Telecom, Accounting, etc.
- Investigated discrepancies between actual charges incurred by guests versus those on their bills.
- Managed multiple tasks simultaneously while maintaining a high level of accuracy.
- Followed up with customers after receiving complaints or feedback about services provided.
- Used Open Table to make dining reservations to enhance guests' stay. Familiarity with all restaurants and amenities at each property.
- Identified potential customer needs and offered additional services when applicable.
Education
High School Diploma -
Ranch High School
N. Las Vegas, NV05-1985
Elementary Education
Southern Nevada Community College
Las Vegas, NVSkills
- Multi-line Genesis phone System
- LMS/CMS
- HOTsos
- Percipia
- Radio Dispatch
- ART
- Revenue generation
- Cross-selling techniques
- Problem solving
- Complaint resolution
- Inventory monitoring
- Service excellence
- Teamwork
Timeline
Room Reservations Agent
Station Casinos
02.2022 - 04.2025
PBX Operator
Station Casinos
09.2015 - 04.2025
High School Diploma -
Ranch High School
Elementary Education
Southern Nevada Community College
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