Rosie Castro
Chino,CA
Summary
Entrepreneurial Guest Services Supervisor with several years of experience. Successful at increasing revenue through persuasive salesmanship of upgraded packages, specialized VIP treatments, and meticulous staff training. Eager to cultivate culture of office productivity and improvement.
Overview
9
9
years of professional experience
Work History
Guest Services Supervisor
San Manuel Casino
San Bernardino, CA
07.2021 - Current
- Monitored daily performance of staff members and provided feedback on areas for improvement.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Assessed staffing requirements based on occupancy forecasts and scheduled shifts accordingly.
- Evaluated employee performance and provided feedback on areas of improvement.
- Implemented new strategies to enhance guest services and improve overall guest satisfaction scores.
- Planned various activities such as Christmas party events, employees appreciation week and all other events (part of an Event committee)
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
Owner Operator
Boost Moblie
Santa Ana, CA
04.2017 - 04.2020
- Conducted performance reviews for employees on a regular basis.
- Ensured compliance with applicable laws and regulations related to business operations.
- Developed policies and procedures for the organization.
- Oversaw budgeting and financial management.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored performance of personnel against goals set forth by the company.
- Maintained relationships with existing clients by providing superior customer service.
- Provided direction and guidance to employees.
- Managed daily operations of business, including hiring and training staff.
- Created marketing campaigns to attract new customers.
- Set pricing structures according to market analytics and emerging trends.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Developed and implemented successful sales strategies to meet business goals.
Insurance Agent
Seguros Sin Barreras
Colton, CA
05.2015 - 08.2016
- Maintained accurate records of all insurance transactions using computer software systems.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Processed payments received from clients promptly according to established procedures.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Responded to customer inquiries and problems to promote great service.
- Contacted underwriters and submitted forms to obtain binder coverage.
Education
High School Diploma -
Los Altos High School
Hacienda Heights, CA06-1998
Skills
- Team leadership experience
- Multitasking in fast pace environment
- Bilingual
- Critical thinking and problem solving
- Oral and written communication skills
- Computer proficiency
- Event Planning
- Strategic Planning
Languages
Spanish
Professional
Timeline
Guest Services Supervisor
San Manuel Casino
07.2021 - Current
Owner Operator
Boost Moblie
04.2017 - 04.2020
Insurance Agent
Seguros Sin Barreras
05.2015 - 08.2016
High School Diploma -
Los Altos High School