Donna Tolp
Highland
Summary
Adept at enhancing customer satisfaction and mastering casino policies, I leveraged my expertise at American Airlines and Yaamava Resort and Casino to elevate guest experiences through exceptional service and effective conflict resolution. My leadership in staff training and relationship development has consistently improved team performance and guest loyalty.
Overview
34
34
years of professional experience
Work History
Senior Guest Service Associate
Yaamava Resort and Casino at San Manuel
10.2021 - Current
- Under the direction of the Guest Services FloorSupervisor, the Guest Services SeniorRepresentative is responsible for providing Best in Class service at every opportunity while assisting the needs of the guest in a variety ofareas, dependent upon assigned schedule.Responsibilities include promoting and encouraging Club Card membership by enrolling guests, maintaining account information, reprinting club cards, Guest Services redemption booths, greetings, Bus Counter oversight, crowd control, special events, applying free play, coupons, meal vouchers and match play. The Guest Services Senior Representatives are also responsible for reporting any illegal activity discovered i.e. pan handling, Title 31 violations, compulsive gambling concerns, medical emergencies and health and safety issues.1. Responsible for promoting and encouragingClub Card membership and Club Card usage, which includes systematically issuing andreplacing Club Cards, maintaining Club Cardaccounts, and handling various relatedtransactions associated with Club Cardmemberships. Participates in observation ofsuspicious activity throughout Casino andfollows required procedures for completingTitle 31 Report forms.2. Assists with promotions and special events,which may include distribution and setup ofpromotional gift giveaways and monetary giftgiveaways such as gift cards. Promotionalsetup and distributions include, lifting of up to25lbs. and opening and unpacking boxes.Monetary promotional events include handlingof large sums; including verifications, counting, and balancing processes.3. Responsible for Club Card membership sign-ups and reprints throughout Casino floor.Responsible for picking up trash, pushing inchairs, and engaging with guests throughgreetings, answering questions, and escortingguests to various locations.4. Mentoring and training newly hired employee with a 7 week training program for newly hired Senior guest service staff, training newly hired supervisors, and training of one newly hired Assistant Manager.
Customer Service Representative
American Airlines
02.1991 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma - Basic
San Gorgonio High School
San Bernardino 06.1978
Skills
Customer Satisfaction
Policy Effectiveness
Relationship Development
Conflict Resolution & De-escalation
Casino Policies and Regulations
Team Leadership
Staff Training & Development
Guest Complaint Handling
Dependable
On Time & Dedicated
Understands Casino Guest & Thrives in the casino environment
Timeline
Senior Guest Service Associate
Yaamava Resort and Casino at San Manuel
10.2021 - Current
Customer Service Representative
American Airlines
02.1991 - 10.2021
High School Diploma - Basic
San Gorgonio High School
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