Brett Sarrow

Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships. Utilized floor visits, telemarketing, correspondence, referrals, email, and events to solicit and grow the business. Assisted other departments with guest satisfaction by acting as liaison in providing the benefits of using gaming card and resolving guest questions and complaints.

• Managed 500+ VIPs.
• Gained 15 to 20% average quarterly increase in revenue growth from my assigned VIPs.
• Met departmental goals, including weekly call volumes, guest event attendance, and hotel reservations.

Completed up to 100 outbound calls daily, inviting new, active, and inactive players to participate in contests, giveaways and events for large private gaming company. Monitor and update 400+ top tier guest accounts.in the Casino Marketplace Database. Enroll patrons in player tracking system to collect and analyze data results.

• Spearheaded Delaware North Destinations Program offering top level players free access to various Delaware North Properties including famous parks, resorts, hotels and gaming facilities.

- Identified as one of the leading destination property booker facilities, serving as booking coordinator and liaison between guests and company Reservation Center.

• Built Call Center, conducting in and outbound calls to VIP members to boost guest satisfaction and loyalty while meeting casino goals and deadlines.
• Achieved 20%+ VIP participation in casino promotions/events by conducting phone campaigns to supplement Marketing emails and mailing campaigns as needed.
• Resolved and logged guest concerns within 24 hours by utilizing customer service steps such as acknowledgement, empathy, solution, and follow-up.

Kicked off Ambassador Host Program to maximize guest loyalty and company revenue. This was achieved by signing up players for rewards cards, creating positive rapport with patrons and boosting VIP member visitation. Reported guests' gaming experience feedback to leadership, collaborating on improvements as needed.

• Consistently met departmental weekly player sign up goals through guest visitations on gaming floor, focusing on providing information about player card benefits to patrons.