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• Developed and delivered insightful presentations and strategies to business units and executive committees• Ensured the integration of business unit marketing functions within that of the greater group and ensured that the business unit optimized its use of shared and support services.• Worked with multiple marketing agencies covering, responsible for more than 200 individual and corporate accounts for marketing, strategic planning, demographic research, quantitative and qualitative studies, conceptual design, scripting, storyboarding, graphic designing, facilities management, social media marketing, and management, video production services and online marketing.• Quickly and effectively solved customer challenges. Maintained quality control/satisfaction records, constantly seeking new ways to improve customer relations.• Develop and implement annual sales and marketing strategy to achieve new business sales goals, including sales training• Lead development of nurture marketing campaigns to engage prospects and improve funnel performance, including email, SMS and social media campaigns• Track and report to daily funnel results/trends and enhancement to assure sales goals are met• Lead brand partnership efforts to raise awareness in targeted communities and audiences

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• Generated casino revenue from an assigned, active database and from new VIP accounts to achieve gaming revenue goals as set by the management team.• Effectively used marketing and upscale sales techniques to develop and maintain relationships with valued VIP customers, to secure their long-term loyalty.• Hosted and greeted guests during individual visits as well as during special events.• Issued complimentary to players under Horseshoe Hammond guidelines while having the correct controls, auditing, surveillance, and coordination in place.• Reviewed comp exception reports for adherence to property standards and policies.• Conducted hosted players reconfirm for hotel, concerts, and event reservations.• Developed relationships and interacted with guests to ensure favorable gaming experiences with personalized guest services.• Provided timely responses and resolutions to guest inquiries and disputes/issues regarding player's accounts, point discrepancies, or related while ensuring guest's satisfaction.• Ensured guests received prompt, efficient, and courteous service.• Prospected new guests through active players and provided them with player benefits information to increase player loyalty.

• Managed the organization’s public relations (PR) team and oversaw all PR related activities• Developed and implemented publicity strategies for company’s products and services, including a crisis management strategy• Developed and implemented organizational publicity strategies for company events• Created and managed a PR plan, including budgets and timelines• Identified new clients and investors (worked with Vina Capital, Guoco Land, Duc Manh Group, Viet fund, HAGL Group, VinGroup)• Managed all media coverage of the organization and drafted appropriate responses• Worked with Social Media team to create a content calendar• Organized promotional events such as press tours andconferences• Worked closely with government representatives to help clients obtain projects.

• Hosted and provided main point of contact/Meet & Greet services to foreign customers/clients• Supervised front office staff and oversaw Quality Control of guest rooms to ensure that rooms were available for welcoming guests.• Responded to questions, needs and desires of guests, and followed up with guests to ensure their requests were met to their satisfaction• Responded to guests needs and anticipate their unstated ones• Expected and reacted promptly to guests’ requirements andinquires• Actively listen and resolved guests’ complaints• Oversaw and coordinate all arrivals and departures of specialguests (VIPs, SAs etc)• Coordinated and manage communication between guestsand staff• Promoted all amenities, conveniences and programs offered• Directed, coached and managed guest relations team toensure all standards and operating procedures were adhered to

• Ensured quality care and hospitality to all VIP guests (Club Floors): Greeted all VIP guests upon check-in.• Worked on behalf of VIP guests to resolve problems and maintain a high level of customer satisfaction and quality.• Facilitated VIP guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts.• Prepared forecasts, reported, and assisted in the development of the Rooms Division budget.• Interviewed, hired, and trained new employees.• Ensured all Front Office quality standards were complied with and were consistently applied.• Coordinated activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.• Developed strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.