Erica Pugsley Email & Phone Number

Washington, DC, US

Oxon Hill, Maryland

• Hand-selected for promotion to role
• Lead team through pandemic and achieved high level service while working remotely
• Hires, trains, and leads team of 12 employees which includes Assistant Managers and Marketing Representatives. Supports 30 Marketing/Player Development/Directors/Regional VP Executives
• Oversees all aspects of VIP Services department daily operations - Team supports the largest guest accounts in the casino among National Marketing, International Marketing, Player Development, and regional properties.
• Maintains superior service by providing feedback, coaching, counseling as needed
• Evaluates guest play and approves/denies entry into hotel, events, promotions, shows, sports, tournaments considering fluid criteria and demand

Oxon Hill, Maryland

• Grand Opening team
• Managed team of 12 employees
• Established and oversaw bus program - Created policies/procedures, scheduling - Strategized new opportunities through telemarketing and experiential marketing
• Implemented telemarketing strategy
• Staffing: Recruited, interviewed, hired. - Ensured standards are achieved by building goals, monitoring, and analyzing performance - Conducted team and individual meetings to coach and council - Created and distributed.
• Approved time off requests, handled call outs

Alexandria, Virginia

Reviewed, analyzed and improved position standard. Trusted lead trainer for position.Coordinated catering and equipment rentals for events and meetings. Managed company calendar: scheduling all appointments and events. Directed staff and flow of traffic.Greeted customers and clients, collect project information, assess needs, explain design process, and.

Alexandria, Virginia

• Telemarketed and visited community to generate leads
• Sold memberships in-person with dynamic sales approach
• Built and nurtured member relationships
• Contributed to and edited monthly marketing newsletter
• Sponsored members participating in local charity events

Little Palm Island, Little Torch Key, FL

• Front desk, concierge, reservation duties: o Trained new staff o Reserved rooms by phone or in person o Scheduled spa, dining, transportation, excursions o Coordinated special guest requests o Welcomed guest with.
• Protected confidentiality of VIP guests
• Communicated with Island and ferry staff consistently to coordinate assistance and maintain punctuality

Boston, Massachusetts

Trained staff, problem solved and prioritized tasks in heavy traffic environment.

Boston, Massachusetts

• Oversaw small team
• Managed hospitality and talent while abroad on international music tour - International travel coordination
• Director for on-premise responsibilities for corporate partners and vendors at the Independence Day celebration at the Esplanade - a.25M attendee event
• Coordinated over 20 markets in Anthem’s International Music Festival - Venue acquisition - Talent booking - Liaison to in-market personnel
• Branded experiential event experience for NHL Boston Bruins Hockey
• Social event campaigns involving multiple venues and media partners