I am an motivated individual that drives customer development and retention through planning and executing promotions and VIP events, tournaments and other special functions. Promotes enjoyable and satisfying experience in professional environment by building relationships and developing loyalty with casino guests. Leverages highly effective verbal, written, telemarketing and communication skills when dealing with new and assigned players to promote excellent guest service utilizing creative methods to deliver complete satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Skills
Customer service
Microsoft Office
Detail-oriented
Multitasking abilities
Verbal and written communication
Interpersonal Communication
Good listening skills
Good telephone etiquette
MS Office
Excellent work ethic
Compassion
Clerical
Work History
Casino Host, 06/2018 to Current Boyd Gaming, Inc. – East Peoria, IL,
Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
Informed guests of events and promotions by assisting marketing department with updating Facebook, Twitter and Foursquare social media pages.
Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
Achieved gaming revenue of $1.5m by effectively reactivating, developing and maintaining customers.
Developed and maintained courteous and effective working relationships.
Carried out day-day-day duties accurately and efficiently.
Resolved problems, improved operations and provided exceptional service.
Front Desk/Night Audit Clerk, 02/2018 to 06/2018 Churchill Downs Inc. – Oxford, ME,
Collaborated with team members to handle guest requirements from check-in through check-out.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Monitored facility security for guest and personnel safety.
Kept accounts in balance and ran daily reports to verify totals.
Logged wake-up call requests and set up automatic rings in system.
Balanced hotel accounts and resolved discrepancies.
Performed nightly updates to room charges and rates.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Entered customer data into room system and updated information whenever patrons changed rooms.
Promoted local entertainment and sporting events and offered details to assist patrons.
Player Development Coordinator, 07/2004 to 07/2009 Chukchansi Gold – Coarsegold, CA,
Coordinated travel arrangements by booking airfare, hotel and ground transportation.
Restocked supplies and placed purchase orders to maintain adequate stock levels.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Scheduled office meetings and client appointments for staff teams.
Sorted and distributed office mail and recorded incoming shipments for corporate records.
Generated reports and typed letters in Word and prepared PowerPoint presentations.
Handled client correspondence and tracked records to foster office efficiency.
Arranged rapid office equipment repair and maintenance with vendors.
Organized weekly staff meetings and logged minutes for corporate records.
Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
Created detailed expense reports and requests for capital expenditures.
Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Supported logistics for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Central Services Representative, 03/2004 to 07/2009 Chukchansi Gold Resort – City, STATE,
Answered average of 200 hundred calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Effective liaison between customers and internal departments.
Educated customers about billing, payment processing and support policies and procedures.
Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Education
: General Studies, Expected in El Capitan High School - Lakeside, CA GPA:
Bachelor of Arts: Business Administration And Management, Expected in University of Phoenix - Fresno, CA, GPA:
Certification in Business Administratiom: Business Administration, Expected in 09/2003 Institute of Technology - Clovis, CA GPA:
Completed professional development in Administrative Assistant
Certification Merchandising: Fashion Merchandising, Expected in 06/1988 Fashion Careers College - San Diego, CA GPA:
Majored in Visual Merchandising
High School Diploma: , Expected in 06/1977 Grossmont Adult School - El Cajon, CA GPA:
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