Sasha Casares
Guest Service
Round Rock,TX
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Guest Services Supervisor
Kalahari Resorts & Conventions
05.2021 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established time frames.
- On boarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Hired, trained and managed team of 60+ Guest Services Representatives successfully
Casino VIP Service Representative
MGM Resorts Beau Rivage Resort & Casino
01.2018 - 05.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives, and communication goals.
Dispatch & Reservations
Concierge Limousine Inc
01.2017 - 01.2018
- Kept work area safe, organized and clean according to general office practices and OSHA requirements.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Lead Reservation & Dispatch
Lux Bus America
01.2016 - 01.2017
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
Sales Agent
Airport Van Rentals
01.2013 - 01.2016
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Spoke to customers in native language to increase loyalty and establish relationships.
Salon Receptionist
Vinita's Beauty Salon
01.2012 - 01.2013
- Developed relationships with guests to meet client needs and encourage repeat service.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Communicated with spa team members if clients canceled or changed appointment times.
Salon Assistant & Stylist
Queen B Parlor Salon
01.2011 - 01.2013
- Kept work areas, tools and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Helped prepare clients for hair service.
- Supported reception desk, receiving phone calls, entering appointments and collecting payments for services rendered.
Front Desk Service Representative
La Quinta Inn & Suites
01.2008 - 01.2011
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Maintained clean and organized front desk areas to uphold polished company image.
Customer Service Agent & Cashier
Sears Retail Store
01.2006 - 01.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Associate of Arts - Accounting And Finance
Orange Coast College
Costa Mesa, CA07.2015
Associate of Arts - Cosmetology
James Albert School of Cosmetology
Newport Beach, CA2011
Skills
- Time Management
- Customer Relationship Management
- Job Assignments
- Staff Management
- Negotiation
- Verbal and Written Communication
- Coaching and Mentoring
- Train Employees
- Health and Safety Regulations
- Operational Efficiency and Safety
- Hospitality Management
- Guest Experiences
- Hotel Reservations
- Interpersonal Communications
- Employee Scheduling
Certification
- Licensed Cosmetologist
Timeline
Guest Services Supervisor
Kalahari Resorts & Conventions
05.2021 - Current
Casino VIP Service Representative
MGM Resorts Beau Rivage Resort & Casino
01.2018 - 05.2021
Dispatch & Reservations
Concierge Limousine Inc
01.2017 - 01.2018
Lead Reservation & Dispatch
Lux Bus America
01.2016 - 01.2017
Sales Agent
Airport Van Rentals
01.2013 - 01.2016
Salon Receptionist
Vinita's Beauty Salon
01.2012 - 01.2013
Salon Assistant & Stylist
Queen B Parlor Salon
01.2011 - 01.2013
Front Desk Service Representative
La Quinta Inn & Suites
01.2008 - 01.2011
Customer Service Agent & Cashier
Sears Retail Store
01.2006 - 01.2008
Associate of Arts - Accounting And Finance
Orange Coast College
Associate of Arts - Cosmetology
James Albert School of Cosmetology
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