Alan Dempsey Jr.
Milwaukee,WI
Summary
Attentive and charismatic manager with 10 years of experience in casino operations, leadership, and customer satisfaction. Well versed in state gaming laws while remaining focused on optimizing and improving the overall guest experience. A true relationship builder that creates exciting, relaxed atmospheres that encourages patrons to return.
Motivated Casino Host with over 10 years of comprehensive experience retaining prestigious, high-roller customers in casinos. Skillful in efficiently responding to customer needs, promoting programs and promotions and organizing and coordinating special services, including cross-property events, transportation and hotel accommodations. Focused and friendly professional comfortable working in competitive, fast-paced environment.
Overview
12
12
years of professional experience
Work History
VIP Services Casino Host
Potawatomi Casino Hotel VIP and Casino
10.2021 - 11.2024
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
Fire Keepers Club Supervisor
Potawatomi Hotel and Casino
08.2017 - 09.2020
- Led the Fire Keepers Club (FKC) team by setting the tone and managing staff
- Managed the Fire Keepers Club program and concierge booths by issuing new and replacement cards, demonstrating card usage, and communicating benefits and amenities
- Carried out supervisory responsibilities, including scheduling and motivating team members, planning, assigning, and directing work, appraising performance, and rewarding and disciplining team members
- Held daily pre-shift stand-ups prior to every shift to update staff on daily promotions, events, and drawings, ensuring team alignment
- Conducted in-person training classes and trained team members on proper machine operation
- Resolved guests' sensitive complaints at the FKC booths, ensuring proper resolution
- Liaised with cross-functional departments to promote flawless execution and ease of operations
- Ensured full compliance with departmental Internal Controls, policies, procedures, and regulations
Fire Keepers Club Host
Potawatomi Hotel and Casino
08.2015 - 07.2017
- Managed quality communication, customer support and product representation for each client
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Resolved product/policy issues and shared benefits of new technology
- Assisted customers with store and product complaints
- Guaranteed positive customer experiences and resolved all customer complaints
- Educated customers on game rules and mathematical probabilities of various wagers
- Increased volume and loyalty to the casino by attracting new players and building one-on-one relationships with guests
- Inspected cards and equipment to be used in games to verify proper functioning
- Communicated with target guests through outbound phone calls, face-to-face meetings, emails and letters
Utility Steward Supervisor
Potawatomi Hotel and Casino
06.2013 - 08.2015
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Scheduled and directed staff in daily work assignments to maximize productivity
- Efficiently resolved problems or concerns to the satisfaction of all involved parties
- Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines
- Ensured proper cleanliness was maintained in all areas of the bar and front of house
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality
Sales Floor Clerk
Toys R Us
10.2012 - 02.2013
- Stocked shelves to match planogram images and instructions.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Noted unsafe components inside packages and discussed concerns with supervisors.
- Checked product levels and recommended new purchases.
- Recorded daily activities for inventory control.
- Supervised and trained new staff in performing census.
Education
High School Diploma -
Truth Institute for Leadership and Service
Milwaukee, Wisconsin01.2008
Skills
- Upselling strategies
- Stock management
- Written communication
- Interpersonal skills
- Organization and categorization
- Regulatory compliance
Timeline
VIP Services Casino Host
Potawatomi Casino Hotel VIP and Casino
10.2021 - 11.2024
Fire Keepers Club Supervisor
Potawatomi Hotel and Casino
08.2017 - 09.2020
Fire Keepers Club Host
Potawatomi Hotel and Casino
08.2015 - 07.2017
Utility Steward Supervisor
Potawatomi Hotel and Casino
06.2013 - 08.2015
Sales Floor Clerk
Toys R Us
10.2012 - 02.2013
High School Diploma -
Truth Institute for Leadership and Service
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