Justin Gerardi
Tonawanda,New York
Summary
With a decade of experience in the casino industry, I have honed my skills as a versatile professional adept at marketing, revenue generation, and guest satisfaction. Problem-solving in this dynamic industry has become second nature to me. My commitment to exceptional customer service, efficient time management, and staying updated on industry trends sets me apart. Collaborating with other departments is something I am always happy to do. As a skilled communicator, both written and verbal, I excel at building positive relationships and consistently surpassing goals. Goal-oriented and driven, I thrive on meeting targets and am eager to expand my skill set while contributing to the success of your company. Known for dependability, work ethic, and attention to detail, I am ready for new opportunities.
Overview
25
25
years of professional experience
Work History
Casino Host Shift Manager
Seneca Gaming Corporation
08.2022 - Current
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Informed guests of events and promotions by assisting marketing department.
- Scheduled staff to establish adequate coverage during peak business hours.
- Implemented policies and standard operating procedures for continuous improvement.
- Supervised ongoing daily production phases.
- Looked outside known experience to find solutions and produce results.
- Analyzed and understood situation to develop action plan.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Interviewed, hired and trained new Casino Hosts.
- Read prepared scripts for Casino announcements and Giveaways including cars and cash giveaways.
- Approved guests for hotel rooms to drive revenue Based on play and loss.
Player Development Executive
Seneca Gaming Corperation
06.2018 - 08.2022
- Interacted with top VIP players on daily basis booking rooms, events, and problem solving
- Reached 100% of income goals 5 years straight
- Used GUI and Salesforce to reach out to new and current guests to keep them up to date of offers and events.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Informed guests of events and promotions by assisting marketing department with Salesforce Campaigns.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
- Read prepared scripts for Casino announcements and Giveaways.
Casino Host
Seneca Gaming Corperation
03.2018 - 06.2018
- Maintained detailed familiarity with Local High value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Achieved gaming revenue of 100%+ by effectively reactivating, developing and maintaining customers.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Interpreted and enforced rules for gameplay and betting limits.
- Was tasked with announcing Casino giveaways for Player Development and Promotions department.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
Promotional Representative
Seneca Gaming Corperation
07.2014 - 03.2015
- Made announcements to thousands of casino patrons on casino floor such as prize winners and general information.
- Built interest with engaging presentations and upbeat nature.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Educated customers on how to use, improve and maintain casino points and offers.
Merchandiser
Crossmark
03.2014 - 07.2014
- Would explain merchandise to hundreds of customers daily by answering questions
- Installed booths, exhibits, displays, carpets, and drapes in line with building floor plan or project specifications.
- Inspected merchandise for quality and arranged proper display location on floor.
- Built properly lit and well-maintained displays, creating inviting atmosphere in stores.
- Prepare food for samples to help drive sales.
Sales Associate Key Holder
Family Video
02.2011 - 11.2012
- Met daily business targets by opening and closing store as scheduled
- Filled in for store management on demand, smoothly handling day-to-day operations and maintaining leadership continuity.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Completed point of sale opening and closing procedures.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Provided callers with product and customer service information to foster brand loyalty.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Skilled at working independently and collaboratively in a team environment.
Sales Associate
Dave and Adams Card world
09.1999 - 03.2009
- Helped customers navigate store, complete sales and process returns
- Worked independently but within a team environment.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained up-to-date knowledge current and former products.
- Developed strong rapport with customers and created positive impression of business.
- Interacted with guests in friendly and knowledgeable way.
Education
No Degree - Education
Niagara County Community College
Niagara Falls, New YorkNo Degree - Business Managment
Medaille College
Buffalo, New YorkSkills
- Public speaking
- Announcing
- Strong communication
- Positive and professional
- Follows guidelines
- Problem-solving aptitude
- Customer service
- Sales proficiency
- Marketing knowledge
- Profit maximization
- Relationship Development
- Multitasking
Timeline
Casino Host Shift Manager
Seneca Gaming Corporation
08.2022 - Current
Player Development Executive
Seneca Gaming Corperation
06.2018 - 08.2022
Casino Host
Seneca Gaming Corperation
03.2018 - 06.2018
Promotional Representative
Seneca Gaming Corperation
07.2014 - 03.2015
Merchandiser
Crossmark
03.2014 - 07.2014
Sales Associate Key Holder
Family Video
02.2011 - 11.2012
Sales Associate
Dave and Adams Card world
09.1999 - 03.2009
No Degree - Education
Niagara County Community College
No Degree - Business Managment
Medaille College
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