Dedicated guest service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under technical, high-demand, and high-pressure situations. Strong adaptability to new situations and challenges to best enhance the organizational brand. Easily recognized for an outgoing and friendly demeanor, with the drive and determination to get things done.
- Excellent communication skills
- Motivated and goal-oriented
- Creative problem solver
- Strong client relations
- Professional etiquette
- Collaborative mentor
TIPS Certification : Comprehensive training course designed to aid in the education of responsible consumption and sale of alcohol in accordance with state and federal regulations.
Title-31 Certification : Comprehensive training course designed to assist in the detection and deterrence of money laundering in accordance with the BSA, as set by state and federal regulations.
Cultural Leadership Certification : Comprehensive, off-site leadership development training offered to aid in the mentorship, guidance, and support of nominated leaders.
Lemoyne, PA, 10/2021 - Current
- Welcomed, trained, and mentored new employees to cultivate a friendly and communicative environment, while maximizing team performance.
- Efficiently handled customer complaints and concerns with empathy and understanding, ensuring excellent customer satisfaction and retention.
- Engaged with customers to explain Walgreens Rewards Program benefits, actively obtaining acquisition and solidifying long-term retention.
- Provided oversight to store operations on a daily basis, including cash-handling, opening and closing procedures, inventory, vendor relations, and team communications.
Ml Corporate Ventures, MN, 05/2019 - 07/2021
- Led a team of 20 VIP Casino Hosts, while serving as an indirect-report as additional support, guidance, and oversight to 15 Executive Casino Hosts.
- Managed quality assurance by means of internal audits, monitoring customer surveys, setting goals and expectations, maintaining performance discussions, coaching and development opportunities, and annual team member reviews.
- Developed team communications, set meeting agendas, revised training material, guided on-boarding to aid in team member retention, satisfaction, and productivity.
- Planned, executed, and analyzed results of VIP Events to aid with department initiatives and revenue goals, in alignment with company policies and procedures.
- Maintained favorable representation of the gaming enterprise, while sustaining strong working relationships throughout both properties, several affiliated enterprises, vendors, and outside venues.
- Committed to guest engagement, while assisting with deescalation of issues and concerns.
- Served on a Leadership Board to help oversee casino operations, guest and team member issues, strategic planning, volunteer opportunities and engagement.
Northwood, IA, 02/2017 - 05/2019
- Managed 400-500 high-value VIP guests, exceeding 80% contact goals and 3-5% revenue goals.
- Targeted inactive and declining guests to incentivize and reestablish play, while managing financial responsibilities to ensure high profit margins and low expenses.
- Ensured loyalty and retention of active guests through enhanced and sincere guest service.
- Quickly resolved problems to maintain strong relations and prevent negative perception of the gaming enterprise, while utilizing feedback to proactively prevent future issues.
- Built strong relationships across various departments, affiliated enterprises, and outside venues.
- Welcomed and trained new team members, while refining department training materials. Practiced mentorship, offering guidance, support, and empathy as a positive role model.
City, STATE, 08/2016 - 02/2017
- Welcomed and greeted guests throughout the casino gaming floor, hotel, and all outlets, maintaining a minimum average of 150 proactive contacts per week.
- Efficiently assisted with inquiries, special requests, and concerns or complaints.
- Thoroughly explained benefits of enrolling and maintaining active use of ClubM membership.
- Developed and retained loyal VIP guests through sincere relationships and personalized service.
- Promoted upcoming VIP events, concerts, drawings, promotions, hotel stays, and specials.
- Sought out promising guests with potential for growth and development.
- Initiated proactive outreach to declining, dormant, and inactive guests.
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School Attended
- Fond Du Lac Tribal And Community College
- Mesabi East Secondary
Job Titles Held:
- Shift Manager
- Player Development Manager
- Executive Casino Host
- VIP Casino Host
Degrees
- Associate of Arts
- High School Diploma
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