Summary
Overview
Work History
Education
Skills
Timeline
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Rodney Francois

San Bernardino,CA

Summary

Customer service and hospitality professional with 12+ years of community mentoring, experience in guest relations, conflict resolution, and team leadership. Proven ability to train staff, improve customer satisfaction, and consistently meet performance goals. Skilled in problem-solving, communication, and adapting in fast-paced environments. Seeking to advance in leadership roles and further develop others with a mentor leadership style.

Overview

3
3
years of professional experience

Work History

Lead-Guest Services

Yaamava Resort & Casino
09.2024 - Current
  • Supervised guest services staff on the gaming floor, ensuring efficient and professional service.
  • Implemented improvements for greater cohesiveness and training within the Players Club Ambassador team.
  • Resolved escalated service concerns with professionalism, ensuring repeat visits and guest loyalty.
  • Bank balancing, handled gift cards with minimal supervision
  • Proficient in PowerPoint, Outlook, and PowerPoint
  • Conducted individual meetings with team members
  • Collaborated with Supervisors on the mentorship and development of their team members.
  • Conducted safety meetings, hazard walks, trainings, and recruited new members.

Players Club Ambassador

Yaamava’ Resort & Casino
08.2022 - Current
  • - Promote Club Serrano card and educate guests on promotions, increasing enrollments above quota.
  • - Train and mentor team members; lead team huddles and staff meetings.
  • - Assist guests with app installation, account issues, and special event support.
  • - Resolve guest concerns quickly, ensuring positive experiences and loyalty.
  • - Coordinate with other departments on guest services and lost & found procedures.

Education

Associates of Science - Psychology

San Bernardino Valley College
San Bernardino
11-2026

Associate of Science - Drafting & Design Technology

ITT Technical Institute
San Bernardino, CA
12.2013

High School Diploma - undefined

Eisenhower High
Rialto, CA
06.2006

Skills

  • - Mentor Leadership
  • - Customer Service & Guest Relations
  • - Leadership & Staff Training
  • - Conflict Resolution & Problem-Solving
  • - Scheduling & Team Coordination
  • - Effective Communication
  • - Multitasking & Adaptability
  • - Outlook, PowerPoint, Word & Excel
  • - Safety Committee member
  • - Employee of the Month

Timeline

Lead-Guest Services

Yaamava Resort & Casino
09.2024 - Current

Players Club Ambassador

Yaamava’ Resort & Casino
08.2022 - Current

High School Diploma - undefined

Eisenhower High

Associates of Science - Psychology

San Bernardino Valley College

Associate of Science - Drafting & Design Technology

ITT Technical Institute

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