Valerie Aguiar
Las Vegas,NV
Summary
Experienced hospitality professional with a proven track record in guest services and team leadership across high-end and fast-paced environments. Skilled in guest recovery, conflict resolution, and delivering personalized experiences that drive customer satisfaction and loyalty. Demonstrated ability to lead teams, provide clear guidance, and collaborate with cross-functional departments to ensure service excellence. Adept at managing high-pressure situations while maintaining a calm and professional demeanor, with a strong commitment to hospitality standards and operational efficiency.
Overview
2
2
years of professional experience
Work History
Resort Services Agent
The Venetian Resort of Las Vegas
Las Vegas, Nevada
07.2025 - 12.2025
- Provided guests with information about resort amenities and services.
- Handled guest inquiries and resolved issues promptly and professionally.
- Coordinated with housekeeping to ensure room readiness for arrivals.
- Maintained accurate records of guest interactions in the system.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
Guest Services Specialist Lead
The Cosmopolitan of Las Vegas
Las Vegas, Nevada
03.2025 - 07.2025
- Resolved guest complaints by actively listening and offering solutions.
- Followed up on guest recoveries and opportunities promptly to ensure high satisfaction levels.
- Supported agents in resolving guest issues by offering guidance and solutions.
- Work with relevant departments to ensure a timely and satisfactory resolution of guest concerns.
- enhance employee experience through clear feedback, guidance, and setting expectations for daily responsibilities
Guest services Specialist
The Cosmopolitan Of Las Vegas
Las Vegas, Nevada
02.2024 - 03.2025
- Handle all in-house guests and staff calls with efficiency and professionalism
- deliver prompt and effective service recovery, boosting guest satisfaction and loyalty.
- Anticipate guest needs and provide personalized assistance to elevate overall experience.
- Facilitate smooth check-outs and clearly explain charges when requested.
- Stay updated on in-house and city-wide events to offer accurate information to guests.
- Maintain knowledge of in-house and city-wide events.
Education
High School Diploma -
Amplus Academy
Las Vegas, NV05-2022
Skills
- Microsoft
- Hotsos / Amadeus
- Multiline phone handling
- POS / Cashiering
- Service recovery
- Customer engagement
- Communication skills
- Team collaboration
Timeline
Resort Services Agent
The Venetian Resort of Las Vegas
07.2025 - 12.2025
Guest Services Specialist Lead
The Cosmopolitan of Las Vegas
03.2025 - 07.2025
Guest services Specialist
The Cosmopolitan Of Las Vegas
02.2024 - 03.2025
High School Diploma -
Amplus Academy