Marcus Alston
Clinton,MD
Summary
Enthusiastic VIP Services Representative that is productive and a team player that is seeking for a position that will provide growth and experience in Casino Marketing & BETMGM Sports Entertainment.
Provide services to players, which include, but are not limited to, solving problems, responding to inquiries, and supporting current promotions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Casino Marketing, VIP Services Representative
MGM National Harbor
09.2022 - Current
- Answer inbound telephone calls in a friendly, timely manner and makes complex hotel, flight, dinning, and sporting events/entertainment reservations where applicable
- Coordinated with Casino Marketing Executives and BETMGM Executives to enhance ticket promotions and sales for sporting events and theater shows
- Posted charges, credits, and complimentary services accurately to individual guest folios
- Acknowledged and rectified concerns raised by customers.
- Provided support to Casino Marketing operations, VIP Guest Services, and assisting BETMGM Executives hosts to drive optimal customer experience and team alignment
- Collaborated with various departments including Transportation, Food & Beverage, Hotel Front desk, and IT.
- Leveraged exceptional brand reputation and success with unique sports knowledge and experience.
- Utilized in-depth understanding of existing offerings to enhance customer experience on the BetMGM platform such as room reservations.
Lead Sales Associate/Store Key Holder
MGM National Harbor SHYFT Retail
04.2021 - 09.2022
- Monitored stock levels, identified discrepancies, and reported them to management.
- Ensured customer satisfaction by assisting them from start to finish in their buying journey
- Provided assistance and support to customers via email, calls, and in-person interactions at the store.
- Delivered remarkable results by boosting company revenue sales by 45% within three months
- Maintained a high standard of customer service in accordance with company policies.
Server/Host/Cook/Assistant Manager
Ruby Tuesday
12.2018 - 03.2020
- Greeted customers and ensure they were seated and served properly
- Promoted alcoholic beverages to help increase bar revenue by 27%
- Managed and supervised shift operations for a team of 15 employees, consistently delivering exceptional performance.
- Aided in supervising daily in house operations.
Education
Business Management
Bowie State University
06.2020
Business Management
Chowan University
05.2018
Skills
- Customer service expertise
- Discretion and Confidentiality
- Reservation Management
- Strong interpersonal skills
- Promotional support
- Customer Relationship Management (CRM)
- Administrative and Office Support
- Remote Office Availability
- Adaptability and Flexibility
- Business development understanding
- MS Office
- Teamwork and Collaboration
- Proactive and Self-Motivated
Certification
Maryland Gaming Registration-2- Gaming Control Board, G-22907, 08/24/2022, 08/23/2027
Volunteer Experience
Department Of Veterans Affairs (Office of Asset Enterprise Management) 06/2014, 06/2017.
Provided upscale clerical assistance in order to ensure copies of important documents were protected, Applied inventorial expertise for IT equipment such as Desktop Support, and laptops and iPhone, Identified Veterans Affairs’ clients in order to fulfill their request and increase proficiency.
Timeline
Casino Marketing, VIP Services Representative
MGM National Harbor
09.2022 - Current
Lead Sales Associate/Store Key Holder
MGM National Harbor SHYFT Retail
04.2021 - 09.2022
Server/Host/Cook/Assistant Manager
Ruby Tuesday
12.2018 - 03.2020
Business Management
Bowie State University
Business Management
Chowan University