Ken Janssen Email & Phone Number

Las Vegas, Nevada, Us

Las Vegas, Nv, Us

Oversaw all day-to-day operations of two Las Vegas Strip resorts, including casino, hotel, food and beverage, facilities, and retail operations. Managed total staff of over 2,500 professionals, including up to 14 executive-level direct reports. Held accountability for entire P&L and capital plan, developed five-year strategic master plan, and executed brand positioning of both properties. Operated heavily union-based work environment. Developed relationships with local law enforcement, Nevada Gaming Control Board, and armed security response team. Managed over $10M in tenant leases (Drai’s, Margaritaville, Carlos’n Charlie’s, Stage Door Casino, various retail).• Delivered highest EBITDA performance in 74-year history of Flamingo. • Closed and reopened property during global COVID-19 pandemic with 50% of pre-COVID FTEs.• Achieved business and margins, far exceeding competitors’ performance. Led various large-scale media and entertainment efforts, including housing CBS Network season two production of Love Island at Cromwell in “bubble” during COVID-19 closure.• Implemented change in marketing position, resulting in 17 consecutive quarters of YoY retail table games growth and record EBITDA performance.• Completed design and opening of award-winning food and beverage concept, Bugsy & Meyer’s Steakhouse.• Implemented new guest-facing technologies, including hotel front desk kiosks (achieved utilization of +80%), QSR codes for ordering in restaurants, mobile ordering and in-room delivery, and virtual queuing for high-density areas. • Finished #1 in improvement in guest satisfaction for FY 2019 and achieved top-five ranking in company.• Raised Cromwell Tripadvisor rating to #9 in Las Vegas (#1 in Caesars Las Vegas portfolio) due to internal campaign.

Las Vegas, Nv, Us

Led team responsible for recruitment, hiring, and onboarding of over 800 corporate positions each year. Developed and administered all enterprise-level learning programs, including annual compliance training, new-hire orientation, and professional development coursework. Served on executive committees supporting M&A, international development, and diversity and inclusion. Implemented new talent acquisition software (Taleo) for enterprise. • Reduced time to hire 35% in six months via process engineering and elimination of waste.• Led successful searches for direct reports to CEO, including CMO, CDO, general counsel, and CHRO.• Developed employer value proposition and company marketing strategy to potential candidates to include revamped focus on LinkedIn (followers increased 20% YoY), proactive management and ownership of Glassdoor (3.2 to 4.2 rating, #1 gaming company in U.S.), and launch of caesars.com/careers website (#1 SEO), all resulting in 22% increase in external candidate applications. • Guided annual succession planning for all positions above and including managers, culminating in review with board of directors of top 150.• Deployed multi-million dollar program on company culture, including two-day leadership training for all positions above and including managers, as well as micro-training for 60,000 front-line staff.• Served on HR steering committee for all active projects, including acquisition of Centaur Gaming, Caesars Bluewaters Dubai development, diversity and inclusion committee, and complete HR technology replacement.

Las Vegas, Nv, Us

Selected by Board of Directors to serve as catalyst for change in challenging and hyper-competitive market. Oversaw direct or indirect responsibility for over 5,000 employees and $150M in annual revenues, including management over hotel operations, Caesars Rewards, total service, spa and salon, and centralized scheduling. Performed critical role in union negotiations with Local 54 for four-year contract beginning in 2016. Deployed sales training to entire property staff, resulting in $1M in revenue.• Improved operating profit by $38M (61%) in two years.• Managed renovation of over 400 hotel rooms, resulting in 24% increase in average daily rate.• Ranked #1 and #2 companywide (out of 37) in guest satisfaction improvement.• Earned top-five ranking companywide (out of 37) in employee satisfaction improvement.

Las Vegas, Nv, Us

Designed employee benefit program for FY 2014, which included medical, dental, vision, life, rate premiums, and wellness rewards. Managed communications and process around annual enrollment process, leading open enrollment for over 30,000 covered employees. Administered performance management feedback process for over 25,000 employees. Improved guest and employee experience each year through development of survey, reporting, and ad hoc analytics for guest satisfaction (over 2M annually) and employee feedback (60,000 annually). • Ensured companywide compliance with Affordable Care Act and new work rules governing employers.• Managed unemployment program with Equifax.• Designed and implemented 360 feedback assessment and follow-up activities for top 150 senior executives, including CEO and all members of Senior Management Team.

Las Vegas, Nv, Us

Created guest satisfaction survey and measurement of 2M guests for use as basis to measure voice of customer and key feedback mechanism to drive 12 consecutive years of stretch plan results. Implemented comprehensive changes to Caesars Entertainment customer service strategy, survey design, measurement, reporting, and employee rewards, with changes resulting in 15% increase in overall customer satisfaction, largest levels in company history. Created companywide standard of behavior for 50,000 front-line employees to facilitate employee observations and performance feedback discussions each month, resulting in 10% improvement in mystery shopper observations in first year.• Developed enterprise-level service standards for multiple processes, including slot service response time, hotel check-in wait time, and casino cocktail service wait time.• Awarded companywide Chairman's Award for Internal Service by CEO (one winner per year).

Las Vegas, Nv, Us

Analyzed and implemented labor standards and variable FTE targets for all Caesars Entertainment properties through cross-property benchmarking, resulting in annual labor expense of $200M and subsequent savings for company. Embedded with workstream during McKinsey engagement as expert on market-specific staffing and scheduling requirements. Facilitated implementation strategy sessions with senior- and mid-level management at 31 locations during ten-week period, ensuring 90% compliance to recommendations. Designed and implemented real-time staffing and scheduling models for all key operating departments, including development of tiered forecasting to improve accuracy from 50% to 90%.

Las Vegas, Nv, Us

Oversaw all operations of Customer Satisfaction Center in Las Vegas, managing staff accountable for 50,000 guest emails annually and supporting customer service at 9 Las Vegas properties. Led department ranked in the 99th percentile on 2007 and 2008 Employee Opinion Survey.

Las Vegas, Nv, Us

Created productivity benchmarks and reporting. Prepared competitor balance sheet analysis for CFO during CZR private equity acquisition. Sized staffing requirements for domestic international development and M&A projects.

Dallas-Fort Worth, Texas, Us

Focused on partnerships with operations, created productivity standards that reduced annual expenses $5 million, aligned airport resources in concert with passenger behavior, and deployed automation initiatives. Awarded Customer Service Planning VP's award for outstanding contributions in first year of hire. Mentored and trained new engineers.

Mba, General Management

Bs, Industrial And Manufacturing Systems Engineering