Steve B

Customer Service Representative


Customer Service Representative


Alpine, CA

Education Level:

Trade School

Will Relocate:



Objective: Motivated, results-driven Operations Manager with extensive experience. Proven performer with a superior record of surpassing expectations. Demonstrated success in hotel/casino relationship management, with ability to quickly build genuine rapport and secure communication. Reputation for dedication, creative problem solving, and being committed to providing an atmosphere of exceptional employee morale and impeccable customer service. Employment: 2007-Present Ultralounge/Nightclub Manager, Eagles Nest Pechanga Resort and Casino • Works as Eagles Nest Night Club Manager. • Manage bar, DJ’s, Security, and club staff. • Works closely with Eagles Nest Staff, DJ’s, Security, Beverage Assistant Director, Beverage Director, and Food and Beverage Vice President. • Handle guest issues, employee production, Bar and Club Revenues, Event themes and entertainment booking. 2006-2007 Hotel Assistant Manager, Pechanga Resort and Casino • Works as Manager on Duty • Oversee Hotel Operations, Reservations, Front Desk, Concierge, Housekeeping, PBX, Bell Desk, Valet, Spa and Pool Guest Service Areas, Hotel and Casino Gift Shops, and Wardrobe. • Works closely with Front Office Manager, Guest Service Manager, Reservations Manager, Casino Hosts and Executive Hosts, Casino Shift Managers, Director of Hotel Operations, and Vice President of Hotel Operations. • Member of Hotel Leadership Team. 2005-2006 Front Desk Supervisor, Pechanga Resort and Casino. • Worked as Front Desk Supervisor • Oversee Front Desk and Hotel Operations • Worked closely with Front Office Manager, Casino Hosts, Assistant Hotel Managers, and Casino Shift Managers • Check In, Check Out, Hotel Reservations, Group Reservations, VIP and Entertainment Guests • Have developed SOPs from creative problem solving and trained staff to give Four Diamond Guest Service. 2002-2005 Hotel Night Manager/ Night Auditor, Barona Valley Ranch Casino. • Worked as Manager on Duty and Night Auditor • Oversee Hotel Operations, Front Desk, Bell Desk, Security, and Housekeeping • Worked closely with Casino Executive Hosts, VIP Hosts, and Assistant Casino Manager • Comp Casino Guests, Check In, Check Out, and Hotel Reservations • Developed training guides and trained staff on the Front Desk and Night Audit tasks of the job. 2001-2002 C.E.B.U Technician, Geico Direct Insurance Company • Worked in busy call center and provided Customer Service • Explained billing and policy details • Received payments and Created billing options • Faxed and mailed billing options and Company Information to Policy Holders • Developed training guides and trained fellow associates on certain tasks of the job 2000-2001 Staff Member, Mission Valley AMC MovieTheatre • Worked cash register and provided Customer Service • Assisted Customers with directions and information about the theatre • Maintained theatre cleanliness • Lead and Trained New Employees Education: • Graduated from San Diego Hospitality Institute for Hotel Management and Front Desk Operations • High School Diploma, Samuel F.B. Morse High School, 3.5 GPA • General Education courses at Mesa City College • Have taken and completed Supervisor Skill Builders, Diversity, Listening workshops both at Barona Valley Ranch Casino and Pechanga Resort and Casino • Have completed and received professional certificate in Jim Minoa’s “Crucial Conversations” courses at Pechanga Resort and Casino. Qualifications: • Deparment Head/Night Club Manager Experience • Hotel Management Experience • Front Desk Supervisor Experience • Hotel Night Auditor Experience • Very Proficient with Keyboard and 10-key typing • Very Proficient with L.M.S system for Hotel Front Desk • Excellent Verbal and Written Communication Skills • Exceptional Leadership Skills • Proficient with Excel and Window’s Computer Programs Summary: Current Career Level: Ultra Lounge/Nightclub Manager Years of relevant work 5+ Years experience: Target Job: Target Job Title: Manager Desired Job Type: Employee Desired Status: Full-Time Willing to work the following shifts: All Willing to work weekends and overtime: Yes Steve R. Baker II 23273 Trillium Dr. Wildomar, Ca. 92595 (619) 335-7268