Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Justin Gerardi

Tonawanda

Summary

Dynamic Casino Host Shift Manager at Seneca Gaming Corporation with a proven track record of exceeding service standards and achieving 100% income goals. Expert in public speaking and relationship development, I excel in enhancing guest experiences and resolving issues, driving revenue through exceptional customer service and strategic marketing initiatives.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Casino Host Shift Manager

Seneca Gaming Corporation
Niagara Falls
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.
  • Announced giveaways and drawings on stage with clarity.
  • Voice of Seneca Winner. Was used to voice over commercials and Voice overs for announcements on the casino floor.
  • 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 Corporation
Niagara Falls
06.2018 - 08.2022
  • Achieved 100% of income goals for five consecutive years.
  • Interacted daily with top VIP players to book rooms and events while resolving issues.
  • Organized show reservations, guest accommodations, and meals to enhance guest experience.
  • Planned and executed promotions and special events to foster loyalty among guests.
  • Maintained in-depth knowledge of high-value players to identify key individuals.
  • Developed positive relationships by addressing VIP requests and providing amenities.
  • Utilized GUI and Salesforce to communicate offers and events to guests.
  • Handled customer complaints directly to ensure professional operations.

Casino Host

Seneca Gaming Corporation
Niagara Falls
03.2018 - 06.2018
  • Achieved over 100% gaming revenue through effective customer relationship development and reactivation.
  • Fostered positive relationships with gaming customers by addressing VIP requests and amenities.
  • Coordinated reservations for shows, accommodations, and dining to enhance guest convenience.
  • Maintained visibility on casino floor to greet guests during visits and events.
  • Executed outreach initiatives via phone calls, emails, and mailings to increase casino revenue.
  • Interpreted and enforced gameplay rules and betting limits to ensure compliance.
  • Announced casino giveaways to support Player Development and Promotions initiatives.
  • Maintained comprehensive knowledge of local high-value players and guests across time frames.

Promotional Representative

Seneca Gaming Corporation
Niagara Falls
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
Depew
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
Tonawanda
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
Tonawanda
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 York

No Degree - Business Management

Medaille College
Buffalo, New York

Skills

  • Public speaking
  • Voice Over work
  • Announcing
  • Strong communication
  • Positive and professional
  • Follows guidelines
  • Problem-solving aptitude
  • Customer service
  • Sales proficiency
  • Marketing knowledge
  • Profit maximization
  • Relationship Development
  • Multitasking

Certification

  • UB Center for Leadership and Organizational effectiveness certificate

Accomplishments

  • Voice of Seneca

Timeline

Casino Host Shift Manager

Seneca Gaming Corporation
08.2022 - Current

Player Development Executive

Seneca Gaming Corporation
06.2018 - 08.2022

Casino Host

Seneca Gaming Corporation
03.2018 - 06.2018

Promotional Representative

Seneca Gaming Corporation
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 Management

Medaille College

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