Resorts World Casino New York City’s Employee of the Year Christopher Santana, left, Casino President Edward Farrell, and Supervisor of the Year Doreen Chan. Photo courtesy Resorts World New York City
Resorts World Casino New York City named two Queens residents as its Supervisor and Employee of the Year, lauding the two as playing crucial roles at the South Ozone Park institution.
Doreen Chan, the assistant customer relations manager at the casino, was named Supervisor of the Year, and Christopher Santana, who works at the facility’s RW Prime Steakhouse, is the Employee of the Year.
Chan has an extensive background in customer service, which casino officials said has fostered the acquisition of quality customers and long-term customer loyalty.
During two job fairs in 2011, Chan was offered a position in the casino as the bus sales supervisor in the Asian Marketing Department. Shortly thereafter, she became an electronic table game supervisor and was then promoted to the assistant customer relations manager.
She has had the opportunity to interact with thousands of customers on a daily basis, manages staff, and provides additional direction to ensure that every guest has a memorable experience.
“Her ability to be solution driven in lieu of complaining or passing along the problem is truly appreciated,” the casino said in a statement. “Hands-down Doreen’s outstanding attittude, even in less than stellar circumstances in many situations she cannot control, is the most stand-out quality she has demonstrated over the past year.”
Saying she was honored by the title, Chan noted that she admires the strength of her supervisor, Ayesha Ma.
“If it wasn’t for her, I wouldn’t have gotten this award,” Chan said.
Santana, a LaGuardia Community College student majoring in Travel and Tourism Hospitality Management, has worked for the casino since its opening day. Within three months of working with the company, he was offered a position at RW Prime Steakhouse – which he said he immediately accepted because he felt it would lead him a step closer to reach his short term goal of becoming a food and beverage manager at the casino – and his ultimate goal of managing his own hotel or casino.
A fan of playing basketball and traveling the city during his free time, Santa “has been a key member of our team since day one, as he is dedicated to his job and has a true passion for the hospitality industry,” the casino said in a statement.
“Christopher Santana has the best attitude,” the casino said, going “the extra mile by anticipating the needs of his guests, his co-workers, and management.”
Casino officials noted that there have been a variety of times Santana has stood out, chief among them when Santana reported for work even during Hurricane Sandy and times of inclement weather.
“Christopher is not motivated by the financial aspect of the position, but instead is passionate about one day becoming a shift manager and learning more about our industry, a goal that he is more than capable of achieving,” the casino said.
