SAMANTHA MARTINEZ
Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
AGM Beverage
Virgin Hotel & Casino
03.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Tracked employee attendance and punctuality, to prevent long-term habits and cost savings on labor.
- Led cross-functional teams to enhance operational efficiency and streamline workflows.
- Managed time efficiently in order to complete all tasks within deadlines.
- Coordinate SOPs for the department to ensure all standards are being meet and train staff accordingly.
- Maintain an active hands-on presence on the floor, with a strong focus on guest interaction and bar engagement.
- Coordinate with several departments needing beverage assistance.
- Developed and maintained courteous and effective working relationships.
Beverage Supervisor
Mohegan Casino Virgin Hotels
04.2022 - 03.2025
- Responsible for personal related matters including but not limited to coaching, evaluation, promoting, counseling and separating under a collective bargaining agreement.
- Responsible for ensuring the efficiency of all assigned outlets to ensure compliance with company standards, procedures, policies and all federal, state, local liquor, health and safety regulations.
- Maintained inventory and cost control. Generated reports detailing findings and recommendations via Avero.
- Created and managed project plans, promotional beverages, timelines and budgets.
- Responded to guest complaints, addressing concerns, and distress with amicable interactions to de-escalate and resolve the issue.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and service wells.
- Established a professional relationship with High Limit players and made proper accommodations relating to beverage demands.
Food & Beverage Management- Mr. Lucky's
Hard Rock Hotel & Casino
08.2016 - 04.2017
- Maintained highest standard of guest service and cost control in accordance with company's expectations.
- Created weekly schedules for front of house team members.
- Ensured inventory par levels due to restaurant volume in reflection of concerts and conventions.
- Prepared, conducted and assisted with all paperwork required for corrective counseling, coaching, conflict resolution.
- Complied with all safety and health department procedures and all state and federal liquor laws.
- Developed promotional specials to drive revenue and business levels.
- Managed FOH and BOH daily operations.
Casino Service Representative- Cage/Credit
Hard Rock Hotel & Casino
04.2017 - 04.2022
- Quickly and accurately counted drawers at start and end of each shift.
- Supported guest satisfaction and loyalty through prompt customer service and timely payouts.
- Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
- Enforced company standard operating procedures, gaming regulations and Title 31 compliance.
- Processed chip fills, credits, redeemed foreign exchange and secured impress banks.
- Handled front money transactions, maker request and safekeeping for High Limit players.
Supervisor- Fuel/Pool
Hard Rock Hotel & Casino
08.2012 - 08.2015
- Supervised high volume outlets including 9 food/beverage and retail outlets.
- Trained, developed and coached Team Members within department.
- Created a weekly schedule for multiple outlets.
- Managed inventory flow for multiple outlets to other departments through transfer protocols.
- Completed warehouse prerequisite and direct orders for multiple outlets.
- Built a professional relationship with beverage and retail vendors to ensure brand directives.
Education
High School Diploma -
Silverado High School
Las Vegas, NV2007
Skills
- Organization and Time Management
- Conflict Resolution
- Critical Thinking
- Leadership
- Customer Relations
- Decision Making
- Management Training
- Stress Tolerance
- Data Entry
- Proficient in SW, Outlook, Word, Excel, Touch, Everi, POS, Avero, ADP, Amedeus, 10 Key
Work Card/Training
Health Card
TAM card
Gaming Card
Management Leadership Training
Step One Union Training
Timeline
AGM Beverage
Virgin Hotel & Casino
03.2025 - Current
Beverage Supervisor
Mohegan Casino Virgin Hotels
04.2022 - 03.2025
Casino Service Representative- Cage/Credit
Hard Rock Hotel & Casino
04.2017 - 04.2022
Food & Beverage Management- Mr. Lucky's
Hard Rock Hotel & Casino
08.2016 - 04.2017
Supervisor- Fuel/Pool
Hard Rock Hotel & Casino
08.2012 - 08.2015
High School Diploma -
Silverado High School