Richard Lackey Email & Phone Number

Florida, United States

Miami/Fort Lauderdale Area

With 11+ years in Hotel & Casino Operations Management, I am a dependable employee with a background in leadership, training and hospitality business strategy. I have exemplary customer service, communication and problem-solving skills and proven success in these areas:♦ Ensuring timely resolution of guest issues by implementing effective communication, investigation, resolution and response techniques♦ Developing and maintaining ongoing, interactive working relationships with all departments to ensure full support and collaboration regarding service strategies and objectives♦ Interviewing, hiring, training, coaching and evaluating team members♦ Serving on ethics panel regarding employment issues♦ Managing market segment based on annual room night and revenue targets♦ Using independent discretion to solicit new and existing accounts to meet or exceed revenue goals♦ Insuring the quarterly and annual revenue goals are achievedFor more information on these experiences, feel free to connect with me on LinkedIn or email me directly to request a resume at:✉ rlackey11@ymail.com

Greater Milwaukee Area

Potawatomi Hotel & Casino (PH&C), located in the heart of downtown Milwaukee, serves as Wisconsin’s most popular entertainment destination with more than 6 million visits annually, an average of 14,000 guests daily. When I was promoted to Sales Manager at PH&C, I became responsible for soliciting new accounts and maintaining existing accounts to meet or exceed our revenue goals. I also oversaw management of the market segment based on annual room nights ensuring that the quarterly and annual revenue goals were achieved. For more information on this experience, feel free to connect with me on LinkedIn or email me directly to request a resume at:✉ rlackey11@ymail.com

Greater Milwaukee Area

Potawatomi Hotel & Casino’s (PH&C) 150,000-square foot casino is where the Midwest plays, welcoming over 6 million guests each year. As Senior Guest Relations Specialist, I administered and maintained the Customer Relationship management program to build, support and enhance the company image and initiatives to promote guest loyalty. Ensuring the timely resolution of guest issues by implementing effective communication, investigation, resolution and response techniques, was a part of this role. In addition to guest services, I also developed and maintained ongoing, interactive working relationships with PH&C departments to ensure full support and collaboration regarding service strategies and objectives. As a manager, I was responsible for Interviewing, hiring, training, coaching and evaluating team members. In addition to these duties, I also oversaw special community events, serving as a Team Captain for PH&C’s signature program, Miracle on Canal Street, which contributed millions of dollars to children’s charities across southeastern Wisconsin. Some other highlights of this role were:♦ Receiving the GUEST award, one of four to teach the training program♦ One of five members to train the executive directors♦ Assisted with the expansion and opening of the new 381 room hotelFor more information on these experiences, feel free to connect with me on LinkedIn or email me directly to request a resume at:✉ rlackey11@ymail.com

Greater Milwaukee Area

For more than 150 years, the Milwaukee Y has strengthened the foundations of our community by “Putting Christian principles into practice through programs that build a healthy spirit, mind and body for all.”We believe that lasting personal and social change happens in the places where our members live, work and play. That’s why in addition to our center-based programming, we are committed to being vocal advocates for healthy families and partnering with others to improve the greater good in Milwaukee beyond our four walls.As Retention Specialist, I developed and implemented retention for 4,000+ W2W program participants. I assisted in the outreach, support and coaching, advising, counseling, and advocacy for participants, who were trying to achieve success in the local workforce. In this role, I was responsible for:♦ Supporting individuals in the transition process♦ Promoting educational and employment advancement for disadvantaged/displaced workers♦ Providing timely, ongoing and consistent direction and performance coaching to staff of Retention Specialists♦ Brokering successful relationships between program participants and community partnersFor more information on these experiences, feel free to connect with me on LinkedIn or email me directly to request a resume at:✉ rlackey11@ymail.com