BRANDI ALBANESE
Jersey City,NJ
Summary
Talented sales and hospitality professional with nearly 10 years of gaming experience. Driven leader and top performer with a consistent track record of meeting and exceeding goals. Well-coordinated in managing VIP accounts and providing superior customer service, event planning and maintaining brand loyalty.
Overview
15
15
years of professional experience
Work History
VIP Account Manager
BET MGM
Jersey City, United States
11.2020 - Current
- Top producer for VIP accounts.
- Plan/arrange VIP events and promotions.
- Drove team and company profits by developing and strengthening relationships with MGM properties to create brand loyalty.
- Managed accounts to retain existing relationships and grow share of business.
- Grew VIP account turnover and active days in MI/NJ in first six months.
- Launched Michigan initiative and assisted with growth of VIP accounts.
- Utilize daily reporting and analysis to generate VIP account productivity.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Implemented new promotional incentives to increase account revenue and online customer engagement.
- Managed nearly 500 customer accounts covering 4 states (WV, NJ, PA, MI).
- Assisted in new hire training .
- Hosted over 30 VIP events in 2021 at various MGM Properties throughout the U.S.
- Traveled to host with VIP events across the country at least twice a month.
Director of Player Development
Wynn Resorts
Everett, MA
04.2019 - Current
- Engaged professionally with customers to build rapport and nurture relationships
- Successfully opened Wynn's first U.S property outside of Las Vegas
- Participated in networking events to establish new business to Wynn Resorts and the Boston Market
- Created casino marketing VIP events to increase gaming revenue and brand loyalty
- Executed departmental revenue performance goals
- Trained new employees on department procedures and systems
- Built and maintained loyal, long-term customer relationships through effective account management and customer service
- Effectively controlled the release of proprietary and confidential information for general client lists
- Managed and maintained client book of nearly 500 VIP guests
- Held weekly one-on-one meetings to review performance, set goals and provide customized coaching
- Answered customer requests with friendly, knowledgeable service and support
Senior Executive Casino Host
Caesars Entertainment- Harrahs/Harvey’s Lake Tahoe
Stateline, NV
04.2017 - 04.2019
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Managed over 1k VIP guest accounts
- Consistently exceeded quarterly benchmark goals
- Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Ability to make credit and TTO decisions for VIP guests per approved limit
- Experience with destination resort property and international guests
- Collaborated with events and promotions department to create unique VIP events and incentives
- Trained VIP team new hires
VIP Host/Executive Casino Host
Caesars Entertainment- Horseshoe Baltimore
Baltimore , MD
06.2014 - 04.2017
- Opened Horseshoe Baltimore property, Caesars first casino in Maryland
- Experience with high frequency/local market guest
- Efficiently managed nearly 700 guests accounts
- Arranged and book travel and accommodations for VIP guests
- Coordinated VIP promotions and special events for high valued guests
- Resolved guest complaints quickly, effectively and tactfully
- Retained premium slot and table players through exceptional customer service
- Monitored incoming calls on a high-volume, multi-line phone using proper telephone etiquette at all time
- Built long-term customer relationships and built brand loyalty
- Helped drive sales goals and achieve monthly/quarterly quotas
- Consistently hit and exceeded benchmark by 20%
- Conducted and scheduled panel interviews for potential new hire employees
- Trained new team members
- Mentored VIP host team
- Created new client contacts through networking events and current guest referrals
- Organizer of large group trips for New Business and cross property guests within the Caesars brand
On-Air Talent/Executive Producer
Radio One - Corporate Head Quarters
Silver Spring, MD
01.2012 - 06.2014
- Hosted only talk radio sports show on the station
- Assisted in obtaining sponsorship for sports show and station
- Executive Producer for sports show, created new segments and show ideas to expand audience
- Produced entertainment and sports segment
- Researched, developed and pitched stories that reflected the unique sensibilities of the Radio One network
- Introduced shows on the air and announced station breaks, commercials and public service information
- Boosted WOL ratings through a targeted social media marketing campaign
- Incorporated advertisers and products into shows in innovative ways
- Developed partnerships with local businesses to secure third party promotions
- Evaluated and followed up on news leads and news tips to develop story ideas
- Delivered live reports from site of event and from the mobile broadcast unit
- Followed through on beat sources, contacts and leads to gather information for stories
- Served as a spokesperson and representative for the station at assigned station events and other community forums
- Arranged and conducted interviews with sports figures, music artist and entertainers
Sales Professional
Ourisman Chrysler Jeep and Dodge
Clarksville, MD
07.2008 - 03.2010
- Answered calls relating to customer inquiries, car service issue and new product information
- Described car product to customers through floor demonstrations and test drives
- Provided an elevated customer experience to generate a loyal clientèle
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered product questions with up-to-date knowledge of sales and store promotions
- Helped drive sales goals and achieve monthly quotas
- Maintained client database to develop promotional sales
- Dedicated to continuously improving sales abilities and product knowledge through corporate sales training
- Assisted in negotiating sales contract between dealership and customer
- Contacted satisfied customers to offer additional services
- Resolved customer concerns promptly to maintain satisfaction
Education
Bachelor of Arts - English Literature/Pre Law-Minor
Central State University
Wilberforce, OH05.2008
Skills
- Team leadership
- Conflict resolution
- Certified in Objection Resolution negotiations
- Strong verbal communication
- Strategic thinker
- Relationship building and rapport
- Proficiency with Salesforce, CMS, LMS, SMART, Opera, CSM, Preports, Backoffice, and Patron
- Oral and written communication
- Skilled negotiator
- Special events planning
- Networking skills
- Natural leader
- Brand management
- Guest experiences
- Casino background/igaming background
- Gaming licensed in MI/NJ/NV/MA/PA/MD
- Sales training
- Client Development
Timeline
VIP Account Manager
BET MGM
11.2020 - Current
Director of Player Development
Wynn Resorts
04.2019 - Current
Senior Executive Casino Host
Caesars Entertainment- Harrahs/Harvey’s Lake Tahoe
04.2017 - 04.2019
VIP Host/Executive Casino Host
Caesars Entertainment- Horseshoe Baltimore
06.2014 - 04.2017
On-Air Talent/Executive Producer
Radio One - Corporate Head Quarters
01.2012 - 06.2014
Sales Professional
Ourisman Chrysler Jeep and Dodge
07.2008 - 03.2010
Bachelor of Arts - English Literature/Pre Law-Minor
Central State University