Customer Relations, VIP Services, and Guest Service Management: Cultivate relationships with VIP customers, overseeing the delivery of high-quality guest service. Relationship Building, Account Management, and Customer-focused Service: Harness communication and relationship-building skills to develop new accounts, reactivate inactive accounts, maximize profits with developed accounts, and provide elevated service experiences.Visitor Experience, Individualization, and Needs… Show more Customer Relations, VIP Services, and Guest Service Management: Cultivate relationships with VIP customers, overseeing the delivery of high-quality guest service. Relationship Building, Account Management, and Customer-focused Service: Harness communication and relationship-building skills to develop new accounts, reactivate inactive accounts, maximize profits with developed accounts, and provide elevated service experiences.Visitor Experience, Individualization, and Needs Assessment: Plan, customize, and coordinate visitation details with guests, addressing each individual’s needs.Cross-functional Coordination, Special Events Coordination, and Event Marketing: Partner with cross-functional teams—including the Special Event Department and marketing support staff—to enhance the guest experience. Actively promote events and onsite goods and services. Customer Experience, Market Research, and Guest Experience: Research, evaluate, and apply customer service insights from other industries, translating approaches into a casino environment and improving the guest experience.Exceed Sales Goals and Expense Management: Consistently rank as a top performer out of 12 seasoned hosts in production/profit, regularly exceeding year-over-year (YOY) goals. Drive increases in headcount, reduce expenses, and maintain a high rate of profit. Show less

Customer Relations, VIP Services, and Guest Service Management: Cultivate relationships with VIP customers, overseeing the delivery of high-quality guest service. Relationship Building, Account Management, and Customer-focused Service: Harness communication and relationship-building skills to develop new accounts, reactivate inactive accounts, maximize profits with developed accounts, and provide elevated service experiences.Visitor Experience, Individualization, and Needs… Show more Customer Relations, VIP Services, and Guest Service Management: Cultivate relationships with VIP customers, overseeing the delivery of high-quality guest service. Relationship Building, Account Management, and Customer-focused Service: Harness communication and relationship-building skills to develop new accounts, reactivate inactive accounts, maximize profits with developed accounts, and provide elevated service experiences.Visitor Experience, Individualization, and Needs Assessment: Plan, customize, and coordinate visitation details with guests, addressing each individual’s needs. Show less

Operational Oversight, Casino Management, Compliance, and Profit Maximization: Oversaw achievement of revenue, income, market share, and guest service objectives while ensuring alignment with company policy and strict industry regulations, personally maintaining $10–12M in annual profit.Team Management and Productivity Improvement: Spearheaded initiatives to improve staff productivity, performance, and retention. Notably, led successful efforts to retain 7 high-performing employees… Show more Operational Oversight, Casino Management, Compliance, and Profit Maximization: Oversaw achievement of revenue, income, market share, and guest service objectives while ensuring alignment with company policy and strict industry regulations, personally maintaining $10–12M in annual profit.Team Management and Productivity Improvement: Spearheaded initiatives to improve staff productivity, performance, and retention. Notably, led successful efforts to retain 7 high-performing employees during transition to new ownership.Organizational Leadership and Business Strategy: Served in leading role on committees, operationalizing guest program strategies and advancing revenue goals. New Business Procurement, Creative Strategy, and Growth Strategies: Led the implementation of new business procurement strategies through creative marketing promotions and business intelligence reporting, resulting in a YOY increase in guest trip frequency and gaming wins. Strategic Partnerships and Guest Satisfaction: Fostered strategic connections with clientele and VIP guests, leading to improved service and guest satisfaction.Metric Management, Performance Metrics, and Revenue & Profit Growth: Harnessed comprehensive understanding of 1,000 active player ratings, as well as performance metrics, to identify and capitalize on player revenue opportunities. Revenue Analysis, Growth Factors, and Revenue Forecasting: Analyzed multiple factors affecting revenue—including company vision, strategic planning, events, staff development, casino trips, customer acquisition, and customer retention—to drive continuous improvements. Show less

Team Leadership, Customer Experience Management, and Customer Loyalty: Directed a team of 7–9 executive casino hosts, casino hosts, and casino services representatives to enhance customer loyalty and increase frequency of guest visits. Department Management, Operational Excellence, and Positive Work Environment: Led daily and long-term departmental operations, fostering an environment of diversity, inclusivity, and respect.Marketing Strategy and Forecasting: Developed and… Show more Team Leadership, Customer Experience Management, and Customer Loyalty: Directed a team of 7–9 executive casino hosts, casino hosts, and casino services representatives to enhance customer loyalty and increase frequency of guest visits. Department Management, Operational Excellence, and Positive Work Environment: Led daily and long-term departmental operations, fostering an environment of diversity, inclusivity, and respect.Marketing Strategy and Forecasting: Developed and implemented marketing plans, established marketing and sales objectives, and prepared detailed forecasts to provide a clear picture of projected results. Service Redesign, Loyalty Programs, and Customer Satisfaction: Enhanced customer loyalty by creating a non-tiered program, which accommodated guests on lower budgets and provided unique experiences to guests with high levels of revenue.Operational Strategy and Operational Planning: Monitored and evaluated departments to ensure proper planning of short- and long-term strategies and achievement of established goals and objectives.SWOT analysis and Operations Improvement: Reviewed strengths and weaknesses of all department programs to implement necessary changes, improve operations, and effectively allocate resources.Business Operations, Entertainment Services, and Guest Satisfaction: Approved, implemented, and evaluated policies, campaigns, programs, entertainment activities, and marketing expenditures to bolster program efficacy. Crafted strategies focused on maximizing guest satisfaction.Logistics Management and Cost Control: Managed 34 charter flights to 5 cities, supporting cost control measures for the JANuggetAir program. Business Strategy and Revenue Generation: Implemented targeted strategies using Casino Market Place and NList Event Management software, resulting in an additional $500K to help achieve revenue targets. Show less

Sponsorship Generation and VIP Services: Secured $20K sponsorship to support the Parasol Community Foundation celebrity golf event and directed exclusive attendee participation.Recruiting, Team Mentoring, and Training & Development: Recruited, trained, mentored, and developed 9 employees.Time Management, Business Process Improvement, and Customer Experience: Balanced job duties as a casino host with full-time academic course load. Learned and incorporated cross-industry business… Show more Sponsorship Generation and VIP Services: Secured $20K sponsorship to support the Parasol Community Foundation celebrity golf event and directed exclusive attendee participation.Recruiting, Team Mentoring, and Training & Development: Recruited, trained, mentored, and developed 9 employees.Time Management, Business Process Improvement, and Customer Experience: Balanced job duties as a casino host with full-time academic course load. Learned and incorporated cross-industry business insights to bolster production numbers and continuously improve the guest experience. Show less

Additional experience: John Ascuaga’s Nugget Hotel/Casino, Casino Host (1996 to 1997), Slots Key Person (1995 to 1996), Senior Buyer (1991 to 1995), Day & Zimmerman Structural Planner & Estimator (1984 to 1991), a large regional engineering firm.

Structural Planner and Estimator for Day & Zimmerman, a large engineering firm. Crafted detailed job assignments, conforming to Engineered Performance Standards (EPS), for 16-trades on a strict budget, servicing 300 square miles of facilities on a secure military installation.