Brian Kipp Email & Phone Number

- Provide the strategic direction of Hotel, Casino, Pool, Housekeeping, Wardrobe, Transportation, Retail, Spa and Custodial departments. Responsible for guest satisfaction, revenue management, and team engagement.

Greater St. Louis Area

• Oversight of Casino EVS Housekeeping, Hotel Group Sales, and Hotel Operations; including Front Office, Bell, Retail, Wardrobe, Housekeeping, and Valet.• Piloted Hotel Housekeeping Panic Buttons and presented as a best practice for Penn National Gaming. • Implemented text for valet car service to improve wait times, reduce claims, and improve customer engagement.• Through forecasting, works to meet and exceed projected occupancy and average daily rates for maximum occupancy by gaming guests.• Reviews and initiates requisitions and expenditures to maintain and/or improve standards. Researches better methods and ways to reduce costs to achieve more favorable impact on departmental responsibilities and budgets.• Motivates and maintains high employee morale by ongoing development of self-managing teams. Develops, counsels, guides and instructs Supervisory Staff and provides necessary information for effective performance of their duties. Maintains positive interaction with line-level and Supervisory Staff and assures that fairness is maintained and performance appraisals are completed on time.

Greater St. Louis Area

• Responsible for the operation of the Hotel areas, including Front Office, Hotel VIP Services, Call Center, Bell, Housekeeping, Laundry, Valet and Group Sales to ensure each guest experiences the complete entertainment experience in customer relations, hotel product and amenities at Hollywood Casino St. Louis.• Assisting in the planning of and execution of a 291 guestroom renovation in 2017. Assisted in the planning of and executing of a 211 guestroom hotel tower renovation in summer of 2016. • Oversees the customer relationship management through various channels such as internal customer care emails, Facebook inquiries, Expedia reviews and various social media outlets• Inspects facilities, services and equipment and recommends changes or improvements to ensure Hollywood Casino St Louis’ position as an industry leader. • Handles all guests’ complaints efficiently and takes internal corrective action as necessary.• Recommends changes for assigned personnel including hiring, promotions, demotions and release of personnel. Reviews and approves wage and salary adjustments for personnel.

Greater St. Louis Area

• Handles more complex social and local corporate catering opportunities that are above sales office parameters. Works with sales and event staff to drive ESS scores• Contracts and closes local catering and social business and verifies that business is turned over properly and in a timely fashion for quality service delivery. • Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process and drives customer loyalty by delivering service excellence throughout each customer experience.

Cleveland/Akron, Ohio Area

• 491 rooms, Category 5, A-size property, 65,000 sq ft event space• Managed staff of a Room Operations Manager, 3 supervisors, 45 associates• R Gem/ Image Trainer – facilitated brand specific trainings• Handled responses to customer related issues during hotel stays. • Responsible for Front Office, Guest Services, Valet department• Participated in P&L critique meetings, daily problem resolution meetings, weekly staff meetings

Iowa City, Iowa Area

• 286 rooms, 6 suites, Category 5 property, 60,000 sq ft event space, 3 supervisors, 14 associates• Increased Associate Engagement score 27 points to 86% from a 59%• Increased Arrival Experience by 4 points and Overall Satisfaction by 2.7 points• Worked with revenue management to maximize room revenue to meet budgeted house profit• Performed market code, bundle and package, and charge codes audits to ensure that all revenue is being accounted for accurately

Greater St. Louis Area

• Housekeeping Manager at full-service, 1000+ room Category 4 property, 3 assistant Managers, over 100 ambassadors under a Collective Bargaining Agreement• Increased Associate Engagement score by seven points year over year to highest since hotel opening• Raised hotel housekeeping scores in the following areas year over year: Cleanliness scores by 2.5 points and Arrival Experience by 2.7 points, 3 points in EIWO • Trained new Assistant Managers, Management Development Program trainees, and management interns on Marriott policies and procedures

Provo, Utah Area

• Providing quick response, accessibility and accountability to all event contacts and attendees• Increasing client retention by upgrading client’s perception of our meeting services• Thoroughly inspecting all event rooms prior to event • Demonstrating leadership through delegation and working along with associates• Continual focus on selling additional food and beverage items or additional equipment to better serve the client’s needs