Mena Malak
Harrisburg,PA
Summary
Dynamic Player Development Executive with 18 years of experience specializing in high-roller retention in casinos. Expertise in customer needs assessment, promotional program execution, and orchestrating bespoke services to enhance client satisfaction. Recognized for fostering strong relationships that drive company success and committed to thriving in competitive environments. Proven leadership skills with a focus on team performance and continuous process improvement.
Overview
12
12
years of professional experience
Work History
Player Development Executive
Hollywood Casino Grantville
11.2020 - Current
- Cultivated and maintained strong relationships with 500+ high-value players, delivering personalized services to enhance player loyalty and retention
- Drove key VIP sales metrics, significantly contributing to customer engagement, market share growth, and $4 million in quarterly net revenue
- Execute against all VIP policies and guidelines, including responsible gaming policies
- Compile and analyze data to identify trends to maximize player performance
- Participate in the escalation process and work with customers and other internal teams to provide a timely resolution
- Reactivating, developing and maintaining customers
- Analyzed player data to identify trends, preferences, and areas for growth within the high-roller segment
- Maintained strict confidentiality regarding client information, following all relevant privacy laws and policies throughout guest interactions
- Work closely with Analytics teams to monitor reinvestment programs including comps and other earned or reward incentives
International Player Development
MGM National Harbor
Oxon Hill, MD
12.2016 - 02.2019
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation
- Cultivated and maintained strong relationships with 500+ high-value players, delivering personalized services to enhance player loyalty and retention
- Drove key VIP sales metrics, significantly contributing to customer engagement, market share growth, and $5 million in quarterly net revenue
- Develop and maintain strong relationships with premier players through providing services and building player loyalty
Table Games Floor Supervisor
Maryland Live! Casino
Arundel Mill, MD
04.2013 - 12.2016
- Enhanced customer experience by maintaining a professional and welcoming gaming environment
- Streamlined dealer rotation schedules for greater efficiency and improved team morale
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary
- Assisted in the training and developing new dealers, resulting in increased dealer proficiency and game knowledge
- Conducted regular performance evaluations of table games staff, identifying areas for improvement and providing constructive feedback
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into more significant issues
Education
Bachelor of Tourism and Hotel Management -
Cairo, EgyptSkills
- SQL Essential
- Team Management
- Promotions Planning
- Casino Operations
- Marketing Knowledge
- Customer Relationship Management (CRM)
- Problem-solving
- Operational Efficiency
- Revenue Increase
- Expense Control
References
References available upon request.
Timeline
Player Development Executive
Hollywood Casino Grantville
11.2020 - Current
International Player Development
MGM National Harbor
12.2016 - 02.2019
Table Games Floor Supervisor
Maryland Live! Casino
04.2013 - 12.2016
Bachelor of Tourism and Hotel Management -
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