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Skills

  • Escalated issue resolution
  • Communications
  • High-stakes game facilitation
  • Creative problem-solving
  • Financial Reporting for VIP Transactions
  • Upselling techniques
  • Regulatory compliance
  • Event logistics management
  • MS Office
  • Adaptability in high-pressure environments

Work Experiences

  • Built and managed relationships with VIP clients.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked for industry trends on social media and through online sources.
  • Crafted and led new onboarding initiatives for junior casino hosts, boosting department efficiency by 77% and improving client satisfaction in 2018.
  • Actively studied competitor offerings.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Transported Workday to one year customer locations.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 16% boost in customer engagement.
  • Boosted elite membership renewals by 24% year over year.

Summaries

  • Accomplished Senior Executive Casino Host.
  • Boosted retention and revenue.
  • Consistently driving 77% improvement in guest satisfaction by developing data-driven solutions focused on anticipating client needs for repeat high-end play.
  • Contributed an additional $9 in profit in 2020.
  • Built and managed VIP relationships.
  • Accomplished Senior Executive Casino Host with a track record of growing client portfolios by 48% and driving revenue increases through customized rewards programs and marketing initiatives.
  • Adept at leading strategic marketing initiatives that drive high-value engagement, resulting in a 62% increase in VIP client acquisition in 2023.
  • Adept at managing loyalty programs.
  • Within Miscellaneous, senior Senior Executive Casino Host and outstanding performer in quality assurance and process improvement.
  • Contributed to revenue growth.

Accomplishments

  • Improved casino profitability by 27% through strategic planning of customer engagement events, creating unique experiences for high rollers.
  • Resolved product issue through consumer testing.
  • Spearheaded marketing campaigns that drove 75% growth in VIP guest engagement, meeting or exceeding property revenue goals for 2022.
  • Orchestrated high-value client events, improving key player participation by 83% and increasing revenue by $239,000.
  • Achieved a 71% improvement in customer service scores by deploying tailored concierge services for premium clients.
  • Retained 44% of elite players by establishing personalized outreach strategies and continually exceeding relationship management expectations.
  • Negotiated personalized deals with VIP guests, leading to an increase in per-player spend by $247,000 annually.
  • Facilitated high-stakes poker games and other exclusive VIP events, contributing to a $241,000 increase in net revenue.
  • Leveraged player analytics to boost segmentation efficiency for promotions, contributing to a 75% rise in customer response rates.
  • Conducted customer trend analysis which resulted in 70% revenue growth through targeted high roller gaming events.

Affiliations

  • Certified Guest Relations and Service Liaison (Lean, 2019)
  • Event Industry Council (EIC) - VIP Events Category
  • Professional Event Coordination Society
  • International Air Transport Association (IATA) – Special Event & VIP Management Division
  • National Association of Casino Hosts (NACH)
  • American Resort & Casino Certification Program
  • Gaming & Leisure Association
  • Certified Casino Marketing Executive (CCME) 2023
  • International Luxury Hotel Association (ILHA)
  • American Society of Safety Professionals

Certifications

  • Casino Management Online Certification Program - UNLV International Gaming Institute
  • Certified Public Accountant (CPA)
  • ServSafe
  • CompTIA Security+
  • Master Certificate in Hospitality Management - Cornell University
  • Certificate in Negotiation Attract High Rollers - Harvard School of Business method
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • Certified Casino Marketing Expert (CCME) - Global Gaming Business Academy
  • Advanced Certificate in Casino Player Segmentation - Gaming and Hospitality Education

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