Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Heidemarie Smith

Las Vegas,NV

Summary

Highly-motivated, personable Hospitality Specialist with over 35 years of success in guaranteeing customer satisfaction through personable service and attendance to guests' Hotel and Casino needs. Passionate about providing upbeat and friendly service, resulting in consistent return guests.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant Hotel Manager, Horseshoe Hotel & Casino

Caesars Entertainment
Las Vegas, NV
05.2021 - Current
  • Coordinated daily activities of front desk personnel to ensure smooth check-in and check-out processes for guests.
  • Created a welcoming atmosphere by greeting guests upon arrival at the hotel premises.
  • Responded to customer inquiries about services, facilities, rates, and availability.
  • Implemented operational changes as needed in order to maximize efficiency of hotel operations.
  • Prepared reports on occupancy levels, revenue projections, staffing needs.
  • Resolved customer complaints in an efficient manner in order to maintain high standards of hospitality services.

VIP Hospitality Host / Bally's Hotel & Casino

Caesars Entertainment
Las Vegas, NV
09.2018 - 10.2020
  • Greeted and welcomed VIP guests upon arrival to the venue.
  • Evaluated Guest play and comped accordingly.
  • Secured Hotel and Offer reservations by phone and on site for guests.
  • Assist Executive Host guests when they are not available.
  • Handled confidential information regarding upcoming events and activities of the VIPs in a secure manner.
  • Handle difficult situations and guests in a calm and professional manner.
  • Collaborated with various team members to meet guests' requests.

Casino Inside Sales, Caesars Palace & Planet Holly

Caesars Entertainment
Las Vegas, NV
04.2009 - 08.2016
  • Accountable for Data Base of 2800 Casino guests, marketed offers to drive incremental trips for hotel reservations and casino promotions for 38 Casino properties.
  • Accommodated guest requests for rooms and all aspects to enhance the guest experience.
  • Met benchmarks and tasks that were set within the Department.
  • in the top 5 for Hotel booking for the Department for over 8 years.

Casino Host, Harrah's Casino and Casino

Caesars Entertainment
Las Vegas, NV
04.2007 - 04.2009
  • Accountable for assigned Casino guests to market and drive incremental trips to the Casino.
  • Greeted guests upon their arrival to the casino and provided them with information about services, promotions, and events.
  • Promoted players' club by walking casino floor and signing up new guests.
  • Used player tracking system to determine eligibility for complementary services and prizes.
  • Provided a variety of customer service functions including answering questions, resolving complaints, and responding to inquiries.
  • Responded promptly to emails from customers inquiring about services or requesting assistance with issues related to their visit or stay at the casino.

Education

High School Diploma -

Chaparral High School
Las Vegas, NV
06-1978

Skills

  • Property Management Systems LMS/CMS
  • Revenue generation and management
  • Hospitality Industry experience
  • VIP services
  • Networking and relationship building
  • Complaint Handling and Resolution
  • Marketing

Certification

  • Realtor

Timeline

Assistant Hotel Manager, Horseshoe Hotel & Casino

Caesars Entertainment
05.2021 - Current

VIP Hospitality Host / Bally's Hotel & Casino

Caesars Entertainment
09.2018 - 10.2020

Casino Inside Sales, Caesars Palace & Planet Holly

Caesars Entertainment
04.2009 - 08.2016

Casino Host, Harrah's Casino and Casino

Caesars Entertainment
04.2007 - 04.2009

High School Diploma -

Chaparral High School

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Heidemarie Smith