Fertuna Kidane
Summary
Results-driven Players Club Manager with a proven track record of increasing customer engagement and satisfaction. Skilled in developing enhancing member experience.
Overview
1
1
Certification
Work History
Players Club Manager
The Big Easy Casino
Hallandale Beach
2018 - Current
- Oversee a team of staff to deliver exceptional customer service and resolve guests concerns.
- Develop and implement promotional marketing plans to attract, maintain and increase Casino membership.
- Responsible for coordinating and executing promotional activities.
- Research local competitors and create monthly analysis.
- Create all spreadsheets using Excel for promotional inventory logs along with free play distributions.
- Hire and train new hires.
- Monitor daily all membership accounts created by staff for accuracy.
- Organize and update all files in the database to ensure it is user friendly.
- Add developed Policies and Procedures to the employee handbook.
- Led team in optimizing player engagement, retention, and satisfaction through targeted initiatives.
- Managed player database and analyzed data to inform personalized incentive strategies.
- Collaborated with marketing to develop promotional events and campaigns to drive player acquisition.
- Resolved player concerns promptly, ensuring high-quality customer service and satisfaction.
- Team management skills, coaching staff to achieve goals and exceed expectations.
- Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
Casino Host
The Big Easy Casino(Formerly known as Mardi Gras)
Hallandale, FL
2015 - 2018
- Effectively resolved customer concerns and complaints to maintain a positive gaming atmosphere.
- Developed strong relationships with VIP players to ensure exceptional service and retention.
- Provide personalized service to VIP players, ensuring their needs are met.
- Foster positive relationships with high rollers, enhancing their loyalty to the casino.
- Coordinate exclusive events and promotions, enhancing the gaming experience for guests.
- Strive to exceed revenue goals through effective customer relationship management strategies.
- Managed high roller guest accounts, monitoring play, and providing personalized service.
- Resolved guest issues promptly and professionally, ensuring a positive guest experience.
- Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with highest levels of integrity and honesty
- Assisted in organizing special events for high-end customers such as tournaments and VIP parties.
Players Club Representative
The Big Easy Casino (Formerly known as Mardi Gras)
Hallandale, Florida
2014 - 2015
- Greeted guests upon arrival and provided them with information about the Player's Club benefits and services.
- Processed guest accounts, verified accuracy of information, and updated records accordingly.
- Assisted guests in signing up for the Player's Club membership and explained the various membership tiers.
- Explained rules, regulations, and procedures to new members regarding usage of their club cards.
- Provided customer service by responding to inquiries from existing members concerning their accounts.
- Educated existing members on additional benefits they may be eligible for based on their tier level status.
Education
Hospitality and Tourism Management -
Broward College
05.2018
Skills
- Microsoft Office
- Team motivation
- Staff Scheduling
- Excellent Communication
- Continuous Improvement
- Team building
- Active Listening
- Decision-Making
- Time Management
- Professionalism
Certification
- Guest Services Specialist
- Event Management
- Business Operations
Languages
- English
- German
Timeline
Players Club Manager
The Big Easy Casino
2018 - Current
Casino Host
The Big Easy Casino(Formerly known as Mardi Gras)
2015 - 2018
Players Club Representative
The Big Easy Casino (Formerly known as Mardi Gras)
2014 - 2015
Hospitality and Tourism Management -
Broward College
- Guest Services Specialist
- Event Management
- Business Operations
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