Blandin Nardinger
Henderson,Nevada
Summary
Director of Guest Services improving service standards, complaint resolution, and frontline coordination across hotel and casino operations. Leverages guest feedback, training, and process reviews to raise satisfaction and tighten service delivery. Supports leaders with staffing flow, quality checks, and service recovery practices that protect the guest experience.
Overview
17
17
years of professional experience
Work History
Director of Slot Marketing
STATION CASINOS
08.2022 - 05.2026
- Responsible for overseeing the Marketing Department’s day-to-day operations. Directs Rewards Manager, Supervisors, Coordinator, and Slot Ambassadors. Evaluate Marketing Department policies and procedures for efficiencies. Provided actionable feedback to General Manager for departmental improvements. Implemented and monitored changes to enhance operational effectiveness. Reviews all internal controls that exist to control the movement of sensitive items on the Slot floor, including but not limited to, keys and cash. Responsible for reviewing and adjusting departmental scheduling flow. Complies and verifies all signatory controls. Understands the players club rewards program and the CMS tracking system. Develop all future promotions and events.
- Las Vegas, Nevada
- Led strategic initiatives to enhance operational efficiency across multiple casino properties.
- Developed and implemented comprehensive training programs for management staff, improving leadership capabilities.
- Oversaw budget planning and financial forecasting, ensuring alignment with organizational goals.
Director of Loyalty Marketing and Special Events
WESTGATE RESORTS
02.2018 - 08.2022
- Loyalty Marketing Manager, 2/2018 – 2/2021
- Monitored guest services activities and executed development and implementation of performance improvement standards, ensuring adherence to core service policies and brand attributes. Manage the evaluation and implementation of new services, technology, and processes to ensure resort’s competitive position in anticipation of changing guest needs within the industry. Supervise the Player’s Club and Events staff while overseeing marketing initiatives and casino events with emphasis on design and execution of special events, tournaments, and promotions for casino guests.
- Monitor guest services activities and execute the development and implementation of performance improvement standards with adherence to the company's core service policies and brand attributes. Manage the evaluation and implementation of new services, technology, and processes to ensure resort’s competitive position in anticipation of changing guest needs within the industry. Supervise the Player’s Club and Events staff while overseeing marketing initiatives and casino events with emphasis on design and execution of special events, tournaments, and promotions for casino guests.
- Enhanced profitability and maintained market competitiveness through comprehensive analysis of service factors and optimization strategies.
- Las Vegas, Nevada
Guest Services Operations Manager
PINNACLE ENTERTAINMENT
01.2015 - 02.2018
- Oversaw quality assurance, operational efficiency, guest satisfaction, standards compliance, and service and financial measurements. Established Call Center operations strategies for VIP guest services across 13 casino hotels. Managed daily operations of multiple call centers handling 120,000 inbound calls monthly and placing outbound calls to members to assist with new bookings. Trained new hires, led leadership training for supervisors, and provided ongoing policy and procedure training to ensure organizational consistency.
- Developed reporting tools to improve reservation accuracy which reduced error rates from over 3 % to less than .5%
- Increased employee survey results in key areas from 3.02 to 4.4, reflecting enhanced employee engagement and satisfaction.
- Implemented Guest Services Supervisor Certification program, creating clear pathways for career growth and retention of skilled employees.
- Las Vegas, Nevada
Hotel Services Manager
L'AUBERGE CASINO RESORT
07.2012 - 01.2015
- Managed team of 155 employees across hotel operations including front desk, bell, valet, housekeeping, and PBX while developing and overseeing departmental budgets and forecasts, ensuring compliance with procedures for record keeping, billing disputes, and cash handling.
- Implemented process improvement strategies and enhanced service levels to 94% approval rating in Bell and Valet.
- Established service standards that contributed to achieving AAA Four Diamond Rating.
- Developed and implemented text for service initiatives, mobile check-out, and room connect to enhance guest experience.
- Lake Charles, Louisiana
Hotel Operations Manager
BOOMTOWN CASINO & HOTEL
10.2009 - 06.2012
- Led team of 80 employees across front of house operations, front desk, concierge, valet, and housekeeping; ensured adherence to brand standards and exceeded service levels as part of executive committee.
- Boosted average daily rate by 22% through strategic revenue monitoring and control of daily rates on internet bookings.
- Achieved 95% guest service satisfaction through implementation of guest-friendly practices measured by Sterling survey.
- Increased housekeeping satisfaction by 93% with improved measures in guest room standards.
- Reno, Nevada
Education
Certified Guest Services Professional -
American Hotel Lodging Association
Professional Certificate - Hospitality / Airlines
International Air Academy
Vancouver, WashingtonGeneral Studies - undefined
Everett Community College
Everett, WashingtonSkills
- Loyalty program management
- Promotional planning
- Players club management
- Marketing operations
- Department leadership
- Guest experience management
- Service quality management
- Process improvement
- Team training
- Call center operations
Awards
Leader of the Year 2018 – Westgate Casino Las Vegas, Innovation of the Year 2011 – Pinnacle Entertainment, Innovation 3rd quarter 2011 – Pinnacle Entertainment, Leader of the Year 2010 – Pinnacle Entertainment
Timeline
Director of Slot Marketing
STATION CASINOS
08.2022 - 05.2026
Director of Loyalty Marketing and Special Events
WESTGATE RESORTS
02.2018 - 08.2022
Guest Services Operations Manager
PINNACLE ENTERTAINMENT
01.2015 - 02.2018
Hotel Services Manager
L'AUBERGE CASINO RESORT
07.2012 - 01.2015
Hotel Operations Manager
BOOMTOWN CASINO & HOTEL
10.2009 - 06.2012
General Studies - undefined
Everett Community College
Professional Certificate - Hospitality / Airlines
International Air Academy
Certified Guest Services Professional -
American Hotel Lodging Association