Matthew A. Barrow
Cherry Hill,NJ
Summary
Dedicated client relationship and event management professional with extensive experience building loyalty among high-value clients through personalized service, strategic engagement, and targeted marketing initiatives. Skilled in creating memorable experiences, managing loyalty and rewards programs, and driving customer retention across high-touch environments. Proficient in CRM tools such as Salesforce and Casino Insight, with a proven ability to cultivate lasting relationships, coordinate large-scale events, and solve complex client needs with creativity and tact. Passionate about delivering elevated customer experiences that drive organizational growth and brand loyalty.
Overview
16
16
years of professional experience
Work History
Regional Director of Player Development
Penn National Gaming
Cherry Hill, NJ
04.2023 - Current
- Created programs to incentivize employees throughout the region, resulting in improved morale and productivity.
- Developed and executed marketing campaigns tailored to regional preferences and opportunities.
- Fostered relationships with key clients and stakeholders to ensure satisfaction and retention.
Player Development Manager
Hollywood Casino Columbus
Columbus, OH
10.2021 - 04.2023
- Assessed staffing levels to verify proper shift coverage, staff rotations and breaks.
- Used consumer trends and information to arrange data for profit-increasing opportunities.
- Collaborated with marketing personnel to promote casino services and events.
- Conducted regular meetings with individual players to assess their progress and identify areas for improvement.
Executive Casino Host
Hollywood Casino Columbus
Columbus, OH
09.2019 - 10.2021
- Maintained relationships with existing customers through personalized service and follow-up communication.
- Served as a liaison between management and VIP guests by addressing their concerns or requests promptly.
- Monitored player behavior, preferences, and gaming activity to determine appropriate comps and rewards.
- Resolved conflicts with communication skills and use of discounts and complementary offerings.
Casino Host
Hollywood Columbus Casino
Columbus, OH
03.2019 - 09.2019
- Organized special events for high-end customers, including tournaments and VIP parties.
- Exceeded goals for event attendance, hotel reservations, and new player sign-ups.
- Cultivated player relationships through targeted incentives to enhance loyalty.
- Introduced new VIP guests to casino amenities, restaurants, gaming offerings, and entertainment options.
- Encouraged cross-property participation by fostering relationships that attracted patrons to Ohio.
Casino Host
Plainridge Park Casino
Plainville, MA
03.2018 - 02.2019
- Converted non-property players from other casinos through strategic relationship building.
- Expanded database by increasing top tier card holders by 10% through mixers and criteria events.
- Participated in off-property events to enhance patron rapport and engagement.
- Leveraged high limit lounge by organizing gift giveaways and mixers to attract patrons.
- Established patron focus group to gather feedback and improve services.
Senior Casino Host
Empire City Casino Yonkers Raceway
Yonkers, NY
08.2016 - 03.2018
- Administered comprehensive auditing system for compliance with NY state lottery regulations.
- Identified potential players through observation and documentation, fostering relationships accordingly.
- Served as primary contact for auction winners and advertising grand prize winners, coordinating visits and redemption.
- Planned and executed off-property promotional events to attract guests to casino.
- Assisted high-stakes players at virtual table games including Roulette, Blackjack, Baccarat, and Sic Bo.
Casino Host
Empire City Casino Yonkers Raceway
Yonkers, NY
09.2012 - 08.2016
- Maintained and expanded high-value clientele through targeted engagement strategies.
- Cultivated player growth at profitable rates via complimentary services at Empire City Casino.
- Participated in strategic marketing meetings to enhance patron participation in casino activities.
- Resolved guest disputes using effective problem-solving approaches.
- Ensured smooth execution of Elite and Presidents events by coordinating player reservations and communicating promotional details.
- Explained house rules, including game rules and betting limits, to patrons.
- Addressed guest complaints promptly and tactfully, ensuring satisfaction.
Promotion Representative
Empire City Casino Yonkers Raceway
Yonkers, NY
07.2009 - 09.2012
- Developed marketing promotions that increased patron participation.
- Educated patrons on daily promotions to boost awareness.
- Established G.R.E.A.T customer service standards to enhance patron experience.
- Contributed to overall sign-ups, improving casino rankings.
- Provided guidance to coworkers in union position regarding management issues.
Education
Bachelor of Science - Communications, Marketing, Advertisement
University at Buffalo, The State University of NY
Buffalo, NY01.2009
Skills
- MS Windows proficient
- Quick learner
- Employee engagement
- Customer retention
- Strategic planning
- Loyalty programs
- Client relations
- People-oriented
- Goal-oriented
- Organizational skills
- Customer targeting
- Event planning
- Marketing and advertising
- Creative problem solving
- Communication skills
- Time management
- Casino tools and software
- Salesforce proficiency
- OpenTable expertise
Casino Tools
- CMP (Casino Market Place)
- Casino Insight
- Salesforce
- PennGen
- ACSC
- OpenTable
Timeline
Regional Director of Player Development
Penn National Gaming
04.2023 - Current
Player Development Manager
Hollywood Casino Columbus
10.2021 - 04.2023
Executive Casino Host
Hollywood Casino Columbus
09.2019 - 10.2021
Casino Host
Hollywood Columbus Casino
03.2019 - 09.2019
Casino Host
Plainridge Park Casino
03.2018 - 02.2019
Senior Casino Host
Empire City Casino Yonkers Raceway
08.2016 - 03.2018
Casino Host
Empire City Casino Yonkers Raceway
09.2012 - 08.2016
Promotion Representative
Empire City Casino Yonkers Raceway
07.2009 - 09.2012
Bachelor of Science - Communications, Marketing, Advertisement
University at Buffalo, The State University of NY
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