Sandy Diaz

• Knowledge of Wynn and Encore property and staff information.
• Translates for guest and assist several departments
• Assist guest with messages, wakeup calls, and request.
• Dispatch for housekeeping to ensure items are delivered in a timely manner.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Delivered prompt service to prioritize customer needs.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

• Stay at home mom seeking to get back in the workforce.

• Knowledge of MGM properties and staff information
• Engage and interact with guests professionally, presenting a friendly tone and willingness to serve with emphasis on anticipatory service
• Strictly enforces the privacy and confidentiality of guest and limits information provided to third parties in accordance to hotel policies
• Operates public address system for paging guests, making public announcements and paging/beeping key person
• Follow emergency procedure and effectively communicate any emergency situation to immediate supervisor and dedicated property contacts as dictated by emergency policy
• Translates for guest and assist several departments
• Answering inbound calls in a timely and professional manner
• Communicate with multiple departments, including Housekeeping, Bell
• Desk, Engineering, Front Desk etc
• To ensure guest request are met
• Follow up with guest to ensure quality service
• Assist guest with messages, wakeup calls, and request
• Started cross training for Guest Service Specialist/Front Desk as of October 2016
• Duties included answering property questions regarding room rates, restaurants, Mlife, Casino events,
• Promotions, and directions
• Respond to and resolve guest complaints in timely manner and creatively solve problems with ability to anticipate, recognize, evaluate, and resolve potential difficulties
• Meet the demands of a fast-paced environment by using good judgement and the ability to multitask
• Control and issue keys to rooms, and assist in coordination of the Front
• Desk and all supportive departments.
• Verify correct charges and credits are posted to corresponding guest folio
• Proactively provide quotes for room rates and up-sell to guest.

Unemployed seeking employment.

• Coordinated schedules and monitored staff performance
• Monitored dispatcher calls for quality assurance purposes
• Oversaw training for newly hired employees
• Ensured that all service dispatch calls were managed and completed in a timely manner
• In charge of inventory and budgeting on a monthly basis
• Overlooked and assisted in supervising three towers with a staff of 15 or more
• Assisted runners and dispatchers when needed
• Responsible for guest laundry services and package deliveries
• Delivered items for Butler Service department when requested
• Followed up with guest when issues arose.

• Knowledge of property and staff information
• Assist in translating for guest and several departments
• Ability to answer in coming calls in a timely and professional manner
• Handle emergency situations such as elevator entrapments, and fire alarm calls reassuring guest while remain calm
• Responsible for dispatching and ensuring guest request are met
• Assist as a Lead overlooking a staff of 10 or more for a period of 3 years
• Filled in for other departments such as
• Room reservations, Bell Desk, and Wedding Services during high guest volume and conventions.