Gary Matthew Thomas Email & Phone Number

Buffalo-Niagara Falls Area

- Manage the success of 50+ customer-facing team members to meet AAA 4 Diamond service levels. -Execute customer reward campaigns based on targeted segmentation, P/L, and revenue/occupancy goals; successfully driving revenue growth during challenging circumstances.- Produce KPI data and metrics for executive review to guide forecasting, including a special event and campaign inventory report that is circulated companywide daily.- Demonstrate sound judgment and decision making when… Show more - Manage the success of 50+ customer-facing team members to meet AAA 4 Diamond service levels. -Execute customer reward campaigns based on targeted segmentation, P/L, and revenue/occupancy goals; successfully driving revenue growth during challenging circumstances.- Produce KPI data and metrics for executive review to guide forecasting, including a special event and campaign inventory report that is circulated companywide daily.- Demonstrate sound judgment and decision making when issuing complimentary rooms and promotions, often making approvals from both The Call Center and Player Development.- Built an optimal call center model to achieve reporting accuracy, resulting in a 95% answer rate, 25 second reduction in customer wait time and 10% reduction in cost per call.- Strategically implemented customized training to better capture domestic and international target markets, which resulted in an expansion of our customer database.- Cultivate strong team culture with focus on staff engagement and visionary leadership principles.- Handle incoming daily customer service emails by assessing the sentiment and when necessary directing them to corresponding departments across all four properties. Show less

Niagara Falls, New York, United States

- Increased value of casino book by $1.4M within the first six months as Casino Host at Seneca Niagara.- Developed a solid/reliable book of business via relationship building and innovative interpersonal marketing techniques to increase revenue and loyalty.- Introduced database building strategies to generate out-of-local market business, still in use today.- Evaluated and assigned complementary items to VIPs to strengthen loyalty and reward for exceptional patronage.

Niagara Falls, New York, United States

- Managed a staff of 30+ motivated individuals to achieve an eighth consecutive AAA 4 Diamond Service Award.- Increased guest satisfaction by 8% within six months leading to a career shift to Casino Host.

Niagara Falls, Ny

Directed front desk agents in all aspects of guest relations and daily operations, including scheduling and inventory.Executed managerial responsibilities as a Choice Privilege VIP Liaison with strong attention to detail.

Niagara Falls, New York, United States

- Ensured service excellence for four-star boutique hotel experience across reservations, guest satisfaction, shuttle service, valet, aesthetic analysis, VIP liaison, and concierge services.

Niagara Falls, New York, United States

- Supervised employee relations, scheduling, retail operations and team building.- Managed and scheduled maintenance of mechanical amenities: Snow Machine, Carpet Lift, and Skating Rink.- Executed safety procedures and business code guidelines by maintaining and correctly logging all safety procedures within OSHA compliance.- Developed educational guided tours of the Snow Park Niagara campus on the science of snow making.

Lewiston, New York, United States

- Assembled an educational performance showcasing Haudenosaunee Social Dance.- Curated educational and corporate live exhibitions across WNY.- Produced content for the 2008 Beijing Summer Olympics Open Ceremony.

Master Of Business Administration - Emba, Marketing/Marketing Management, General, 3.7

Courses in executive development, mergers and acquisitions, communications and negotiations, as well as an international residency.

Bachelor Of Arts - Ba, Psychology

Activities and Societies: Native American Students at Syracuse in Office of Multicultural Affairs, Memory Lab Research, Student Outreach.

Bachelor Of Arts - Ba, Psychology

Executive Mba