Carlos Thornhill
Van Buren Twp,Michigan
Summary
Motivated Casino Host with over 25 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
25
25
years of professional experience
Work History
Casino Host
PENN Entertainment - Hollywood At Greektown Casino
09.2021 - Current
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Analyzed player trends and preferences to better tailor offers and incentives that catered to individual tastes.
- Increased player loyalty by developing personalized relationships and providing exceptional guest service.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Maintain an assigned group of players (425 players) by contacting them each quarter to keep customer loyalty.
- Conducted regular follow-up with guests, addressing concerns or feedback to maintain high satisfaction levels.
Executive Casino Host
MGM Resorts - MGM Grand Detroit Casino
06.1999 - 09.2020
- Exceeded projected sales goal by 38% in 2018 and 49% in 2019 utilizing Richardson training CRM.
- Authorized Credit request up to $25,000.00 based on financial history of guest.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
Education
High School Diploma -
Highland Park Community College
Highland Park, MI1990
Skills
- Customer Service
- Detail Oriented
- Relationship Development
- Customer service expertise
- Exceptional communication
- Sales proficiency
- Marketing knowledge
- Casino game understanding
Timeline
Casino Host
PENN Entertainment - Hollywood At Greektown Casino
09.2021 - Current
Executive Casino Host
MGM Resorts - MGM Grand Detroit Casino
06.1999 - 09.2020
High School Diploma -
Highland Park Community College
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