Jeremy Tso
Farmington,NM
Summary
Results-driven professional with over 8 years in the gaming industry. Known for exceptional interpersonal skills, team leadership, and strategic event planning. Committed to driving guest satisfaction and loyalty through tailored experiences and proactive communication.
Dynamic Casino Host with strong guest relations and event planning expertise. Proven track record of enhancing customer loyalty and satisfaction through personalized service and data-driven insights.
Engaging Casino Host drives customer development and retention through planning and executing promotions and VIP events, tournaments and other special functions. Promotes enjoyable and satisfying experience in professional environment by building relationships and developing loyalty with casino guests. Leverages highly effective verbal, written, telemarketing and communication skills to promote excellent guest service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Casino Host
Northern Edge Casino
03.2017 - 12.2025
- Cultivated strong relationships with VIP guests to enhance loyalty and retention.
- Coordinated special events and promotions to increase guest engagement and satisfaction.
- Monitored player activity to identify trends and tailor personalized experiences.
- Collaborated with departments to ensure seamless service delivery for high-profile guests.
- Trained junior hosts on best practices for customer interaction and service excellence.
- Developed strategic initiatives to attract new clientele through targeted outreach efforts.
- Analyzed feedback from guests to implement improvements in service offerings and amenities.
- Led team meetings to align goals, share insights, and foster a positive work environment.
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
- Increased player loyalty by developing personalized relationships and providing exceptional guest service.
- Enhanced communication between shift changes by providing thorough updates on important player activity or issues requiring attention during handoff periods.
- Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue. Collaborated with over many departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings.
- Achieved gaming revenue of in Millions by effectively reactivating, developing and maintaining customers.
- Played an integral role in driving repeat business by promoting upcoming events or attractions specific to each guest''s interests.
- Conducted regular follow-up with guests, addressing concerns or feedback to maintain high satisfaction levels.
- Managed casino reservations for VIP customers, streamlining their visit experience from arrival to departure.
- Negotiated complimentary services such as hotel stays or dining experiences on behalf of guests based on their play history, enhancing overall satisfaction rates among frequent visitors.
- Collaborated with cross-functional teams to enhance the overall guest experience at the casino property.
- Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
Sales Associate Supervisor
Home Depot
06.2012 - 07.2016
- 1Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored new sales associates, enhancing team performance and customer service skills.
- Monitored inventory levels, coordinating with vendors to maintain optimal stock availability.
- Implemented visual merchandising strategies, improving product presentation and customer engagement.
- Enhanced customer satisfaction through personalized service and product recommendations.
- Managed inventory levels to ensure optimal stock availability and reduce shrinkage.
- Trained new sales associates on store policies, procedures, and customer service techniques.
- Collaborated with management to implement process improvements for operational efficiency.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Coordinated schedules for incoming shipments, optimizing dock utilization and minimizing delays.
- Monitored quality control measures to ensure compliance with safety standards during receiving activities.
- Developed and maintained documentation related to inventory discrepancies and corrective actions taken.
- Analyzed data on receiving trends to identify opportunities for process enhancements and cost savings.
- Ensured safe working environment by enforcing safety protocols, leading toolbox talks, and providing necessary personal protective equipment.
- Improved warehouse efficiency by streamlining receiving processes and implementing best practices.
- Provided training to new team members, ensuring quick integration into daily operations and adherence to company policies.
- Increased accuracy in shipments received, verifying quantities against purchase orders and invoices.
- Oversaw returns processing, ensuring accurate documentation and timely return of damaged or incorrect items to suppliers.
- Prepared incident reports and gathered data when accidents occurred on receiving floor.
- Collaborated with procurement department to resolve invoice discrepancies and expedite inbound deliveries.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Inspected work areas to keep free of hazards and maintain proper function of safety equipment.
- Assigned tasks to team members to complete within designated time frames.
- Trained new team members on proper and safe use of tools and equipment.
- Handled day-to-day shipping and receiving overseeing more than 150 packages per day.
Slot Attendant
SunRay Park & Casino
06.2007 - 07.2011
- Monitored gaming machines for proper functionality and compliance with regulations.
- Assisted patrons with inquiries and resolved issues related to slot machine operation.
- Conducted routine maintenance checks on slot machines to ensure optimal performance.
- Collaborated with team members to improve guest satisfaction through enhanced service delivery.
- Managed cash handling responsibilities with accuracy and integrity while issuing payouts to winning patrons.
- Enhanced customer satisfaction by efficiently handling slot machine malfunctions and resolving issues promptly.
- Delivered exceptional customer service through friendly interactions and prompt assistance with guest inquiries or concerns.
- Connected with guests on personal level to build loyalty.
- Provided timely support to other departments as needed, fostering positive working relationships across the casino property.
- Dispensed machine payouts and provided change for players.
- Attended ongoing training sessions to enhance knowledge of industry trends and maintain a high level of expertise in slot attendant responsibilities.
Education
No Degree - Marketing Management
San Juan College
Farmington, NM05-2030
High School Diploma -
Farmington High School
Farmington05-2004
Skills
- Customer service
- Patience and empathy
- Event planning experience
- Detail-oriented
- Customer service expertise
- Guest relations
- Marketing
- Promotional strategies
- Casino logistics
- Strong interpersonal skills
- Reliability
- Team leadership
- Decision-making
- Cash handling
- Networking skills
- Data analysis
Accomplishments
- Achieved Excellent customers service by completing tasks engaging with owners and managers of our community and showing them the most hospitality on and off the casino properties with accuracy and efficiency.
- Documented and resolved issues which led to resolving misunderstood issues with guests and fixing their accounts or amities.
- Used Microsoft Excel to develop inventory tracking spreadsheets. along with Bally's gaming, search and light gaming industries, and konami gaming.
Certification
New Mexico Gaming License certified. though Navajo Gaming and Had License though State of New Mexico Gaming License.
Title 1 Certification for 8 plus years
money laundering and robbery traings.
Timeline
Casino Host
Northern Edge Casino
03.2017 - 12.2025
Sales Associate Supervisor
Home Depot
06.2012 - 07.2016
Slot Attendant
SunRay Park & Casino
06.2007 - 07.2011
No Degree - Marketing Management
San Juan College
High School Diploma -
Farmington High School