Summary
Work History
Education
Skills
Timeline
Generic

Shereka Atkins

Shreveport,LA

Summary

Dynamic VIP Coordinator at Horseshoe Casino and Hotel with exceptional communication and guest relations management skills. Proven track record in enhancing VIP experiences through strategic event coordination and personalized service. Detail-oriented and adept at problem-solving, consistently achieving high guest satisfaction and loyalty. Strong team leader committed to fostering positive relationships and optimizing service delivery.

Work History

VIP Coordinator

Horseshoe Casino and Hotel
  • Assisted in coordinating VIP events, ensuring seamless execution of logistics and guest services.
  • Supported communication efforts among departments to enhance VIP experience and satisfaction.
  • Managed scheduling for VIP appointments, optimizing time management and organization.
  • Facilitated onboarding processes for new VIP clients, providing essential information and resources.
  • Maintained detailed records of VIP interactions, contributing to improved service delivery and follow-up.
  • Participated in team meetings to discuss strategies for enhancing VIP engagement and retention.
  • Managed room inventory effectively, optimizing occupancy levels while prioritizing VIP requests.
  • Resolved any guest issues or complaints with diplomacy and professionalism, upholding the highest standards in customer service.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Answered guest inquiries and provided information regarding hotel services and amenities.

Rooms Controller

Horseshoe Casino and Hotel
  • Managed room inventory and allocation to optimize guest satisfaction and operational efficiency.
  • Coordinated with housekeeping and maintenance teams to ensure timely room readiness for guests.
  • Utilized property management system to track reservations, cancellations, and special requests accurately.
  • Handled guest accommodation queries and problems with promptness and effectiveness.
  • Maintained accurate records of room status updates, ensuring seamless communication across departments.
  • Monitored daily arrivals and departures to maximize occupancy rates during peak periods.
  • Supported front desk operations by providing real-time information on room availability and assignments.
  • Implemented process improvements that enhanced workflow efficiency in rooms management operations.
  • Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
  • Maintained up-to-date knowledge of hotel policies, procedures, and promotions for seamless service delivery.
  • Developed reports on key performance indicators to track progress toward occupancy goals and identify areas for improvement.
  • Assisted revenue management in identifying high-demand periods, adjusting pricing strategies accordingly for maximum profitability.
  • Trained new team members on room controlling procedures, fostering a positive work environment.
  • Followed-up with guests to resolve requests or problems to complete satisfaction.
  • Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
  • Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
  • Communicated proactively with housekeeping staff to ensure timely room turnovers.
  • Collaborated with the front desk team to resolve any guest issues or special requests promptly.
  • Coordinated check-in and pre-registration procedures for arriving groups.
  • Ensured accurate billing for guests by verifying charges and applying appropriate discounts or packages as needed.
  • Processed all guest check-ins, activated room keys and secured valid payments.
  • Reduced guest wait times, ensuring quick check-in and check-out experiences.

VIP Representative

Horseshoe Casino and Hotel
  • Facilitated personalized guest experiences for VIP clients, ensuring exceptional service and satisfaction.
  • Coordinated special events and promotions to enhance guest engagement and loyalty.
  • Managed reservations and accommodations for high-profile guests, optimizing their stay experience.
  • Collaborated with various departments to ensure seamless service delivery for VIP clientele.
  • Developed strong relationships with frequent guests, anticipating their preferences and tailoring services accordingly.
  • Worked closely with security personnel to ensure the safety and privacy of all high-profile clients during their stay.
  • Developed strong relationships with repeat guests, fostering loyalty and enhancing brand reputation.
  • Resolved guest concerns promptly, maintaining a positive environment in high-pressure situations.
  • Handled customer complaints to satisfy and retain guests.
  • Created welcoming and comfortable environment for guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.

Call Center Lead

Horseshoe Casino & Hotel
  • Provided feedback to management on guest preferences, driving improvements in service offerings.
  • Assisted in training new staff on VIP services protocols, ensuring consistency in service quality.
  • Increased customer satisfaction ratings by consistently delivering attentive service that exceeded expectations.
  • Managed guest complaints with professionalism, resolving issues promptly and effectively.
  • Conducted pre-arrival outreach to confirm reservations, preferences, and special requests for VIP clientele.
  • Trained new team members on best practices for handling VIP clientele, fostering a culture of high service standards across the department.
  • Coordinated transportation arrangements including flights, private car services or limousine pick-ups according to client preferences.
  • Maintained a strong knowledge of event schedules and venue details to provide accurate information to guests.
  • Enhanced guest experience by providing personalized service and addressing individual needs.
  • Reviewed and analyzed guest feedback to identify areas for improvement, implementing changes that led to a higher level of overall satisfaction among VIP clients.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Scheduled and confirmed restaurant reservations for guests.

Call Center Representative

Horseshoe Casino & Hotel
  • Assisted in coordinating VIP events, ensuring seamless execution of logistics and guest services.
  • Supported communication efforts among departments to enhance VIP experience and satisfaction.
  • Managed scheduling for VIP appointments, optimizing time management and organization.
  • Facilitated onboarding processes for new VIP clients, providing essential information and resources.
  • Maintained detailed records of VIP interactions, contributing to improved service delivery and follow-up.
  • Participated in team meetings to discuss strategies for enhancing VIP engagement and retention.
  • Managed room inventory effectively, optimizing occupancy levels while prioritizing VIP requests.
  • Resolved any guest issues or complaints with diplomacy and professionalism, upholding the highest standards in customer service.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Answered guest inquiries and provided information regarding hotel services and amenities.

Education

Nursing

Southern University Shreveport

Woodlawn High School
05.1994

Skills

  • Team leadership qualities
  • Exceptional communication
  • Public speaking confidence
  • Networking and relationship building
  • Sales and upselling techniques
  • Detail-oriented approach
  • Guest relations management
  • Marketing and promotion
  • Guest services
  • Guest communication
  • Guest complaint resolution
  • Data entry proficiency
  • Concierge services
  • Teamwork
  • Customer service
  • Problem-solving

Timeline

VIP Coordinator

Horseshoe Casino and Hotel

Rooms Controller

Horseshoe Casino and Hotel

VIP Representative

Horseshoe Casino and Hotel

Call Center Lead

Horseshoe Casino & Hotel

Call Center Representative

Horseshoe Casino & Hotel

Nursing

Southern University Shreveport

Woodlawn High School

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Shereka Atkins