Jennifer Hendowski Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada, United States

Las Vegas, Nevada, United States

• Manage VIP customers who have significantly monetized in the myVEGAS game products
• Build relationships with players in ways that enhance customer loyalty and develops frequency of game activity and monetization (LaaS)
• Maintain good relations with MGM and other reward partners, as well as local businesses to provide special access for players by developing custom reward experiences
• Create a white-glove experience for VIP customers in regards to customer support and in-game technical issues

United States

Had an opportunity to work on the development of Luxury Operations (Reserve/Edition hotels) at Drew LV. Unfortunately, the project was shut down due to Covid-19 and the position was terminated.

Las Vegas, Nevada

• Assist the most valued Casino, Convention, Transient, & Celebrity guests during their Sky Villas stay with all of their needs to ensure a memorable trip.
• Maintain the highest level of confidentiality with each guests.
• Manage a team of 35 Butlers, Assistant Butlers, and Coordinators.
• Plan luxury Sky Villa events up to 120 guests including catering, beverage, entertainment, and decor needs especially during high volume convention periods such as CES & Virtuoso.
• Generate additional revenue from F&B price changes and event selling strategies, up $117K over 2018.

Las Vegas, NV

• Successfully created an elevated experience and opened a Lounge to support and increase guest loyalty among the mid-level suite guest segment.
• Meticulously hired the entire opening team and successfully trained everyone in time to meet the opening deadline; focusing on the Forbes 5 Star and AAA 5 Diamond standards.
• Collaborated with Marketing to build a new sub-brand that guest will recognize - Tower Suites.
• Supported the hotel’s upsell goal by contributing $128,231 in revenue in 2016 and $323,043 in 2017.
• Enhanced the arrival experience by implementing a VIP Experience Package that generated $144,314 in net revenue (55% profit margin) in 2017.
• Developed the Tower Suites Concierge department in 2017 to reach out to all guests prior to their arrival.

Las Vegas, NV

• Managed a Representative and Package Specialist team totalling 16 employees.
• Outside of just providing Business Services, our department focuses on upkeeping the prestigious Forbes 5-Star and AAA 5-Diamond Standards. We pride ourselves on achieving a streak of 26 consecutive 100% Forbes Shops.
• 2014 Project Manager of a $500,000 technology upgrade to the Executive Hospitality Suites including upgraded TVs, soundbar, computers, printers, and high-end video conferencing system.
• Policies and procedures are consistently being reviewed to ensure the operation is as streamlined as possible. Examples include: new shipping procedures, updates to computer systems and programs, new collateral, etc.
• Maintaining relationships with vendors to ensure best products are being offered.
• Created department goal boards the entire staff can help work towards achieving to feel included in the operation.

Las Vegas, NV

• Managed a team of 30 Sky Suites Front Desk & Concierge to ensure guests have a seamless, upscale, and memorable experience.
• Apart of the opening team of ARIA Sky Suites where I was responsible in creating the entire training for new hires and establishing the new hire process for all Sky Suites Representatives. The training was consistently.
• All of the training was based on the Forbes 5-Star standards and AAA 5- Diamond standards.
• Created internal audit program to ensure all new hires were maintaining the service standards during their 90 day probationary period.
• Assisted with creating the Sky Suites Concierge in April of 2011. This is the pre-arrival team that reaches out to all transient guests prior to their arrival and was required to achieve the 5-Star Forbes rating.
• Created weekly staff schedules that including training sessions

Las Vegas, NV

• Casino VIP Services Representative
• Booked VIP reservations for high caliber profile casino guests via telephone and by Casino Host requests.
• Assisted guests with booking entertainment, transportation, and restaurant reservations, and any additional experiences during their stay.
• Evaluated casino play to render comps to guests
• Provide excellent customer service to high end guests to ensure they returned back to the property on their next trip.VIP Lounge Representative
• Assisted VIP guests with check-ins and checkouts in a fast paced demanding environment.

Fashion Show Mall

• Created an outstanding sales and customer service environment.
• Met and exceeded store goals, ensuring selling standards were met.
• Worked with Store Manager to set and evaluate weekly, monthly and seasonal goals for staff.
• Assessed store morale, monitored and praised positive associate performance; addressing performance when necessary.
• Reviewed business demands to ensure adequate staff is available to meet business needs – schedule accordingly.
• Followed company criteria for properly hiring, reviewing, coaching and promoting Sales Associates and Assistant Managers.