Summary
Overview
Work History
Education
Skills
Timeline
Generic

Annette Downey

BLACKWOOD

Summary

Casino professional with solid track record in guest services and hospitality. Known for delivering personalized experiences that drive customer engagement and satisfaction. Reliable team player who adapts seamlessly to changing priorities and consistently achieves results. Skilled in communication and conflict resolution.

Overview

25
25
years of professional experience

Work History

Casino Host

Live! Casino Hotel Philadelphia
09.2021 - Current
  • Increased player loyalty by developing personalized relationships and providing exceptional guest service.
  • Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
  • Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.

VIP Host

Live! Casino Hotel Philadelphia
01.2021 - 09.2021

Front Desk Shift Manager

Golden Nugget Hotel, Casino & Marina
10.2019 - 12.2020
  • Manage all front office employees including front desk agents, hotel coordinators and bell staff during each shift on duty.
  • Resolve guest complaints to ensure an outstanding experience for each guest.
  • Ensure all employees are properly trained, knowledgeable and provide excellent guest service.
  • Maintain close communication with housekeeping, sales, maintenance, casino marketing and all other departments. Uphold a professional image at all times through appearance and dress

Casino Host

Golden Nugget Hotel, Casino & Marina
06.2018 - 05.2019
  • Marketing and developing new and inactive business, while maintaining strong relationships with customers.
  • Making all accommodations for guest stay, as well as appropriate complimentaries. Promoting special events to customers and taking care of any needs they have.

VIP Agent

Golden Nugget Hotel, Casino & Marina
05.2011 - 06.2018

VIP Services Representative

Trump Marina Hotel & Casino
06.2000 - 05.2011
  • Taking care of guest accommodations. This includes assigning suites, checking guests in and out of the hotel, making gourmet restaurant reservations, spa and salon appointments, limousine reservations as well as booking shows and other special events.
  • Assisting all marketing executives, directors and VP's with various needs to ensure the best experience for VIP customers.
  • Awarded the company's highest honor customer service award, as well as receiving the top award from the secret shopper program on three occasions.
  • Nominated for an Atlantic City Host Award for Best Concierge by the Atlantic City Convention and Visitors Authority.

Education

Bachelor of Arts - Communications Studies

Stockton University
Pomona, NJ
05.2005

Skills

  • Patience and empathy
  • Strong interpersonal skills
  • Relationship development
  • Promotional strategies
  • Problem-solving

Timeline

Casino Host

Live! Casino Hotel Philadelphia
09.2021 - Current

VIP Host

Live! Casino Hotel Philadelphia
01.2021 - 09.2021

Front Desk Shift Manager

Golden Nugget Hotel, Casino & Marina
10.2019 - 12.2020

Casino Host

Golden Nugget Hotel, Casino & Marina
06.2018 - 05.2019

VIP Agent

Golden Nugget Hotel, Casino & Marina
05.2011 - 06.2018

VIP Services Representative

Trump Marina Hotel & Casino
06.2000 - 05.2011

Bachelor of Arts - Communications Studies

Stockton University

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