Rita Patrick
Atmore,AL
Summary
Customer-savvy Casino Host bringing expertise in service, sales and conflict resolution casino environments. Expert in resolving situations and promoting loyalty. Well-versed in casino regulations and security protocols. Motivated Casino Host with over 5 years of comprehensive experience retaining prestigious, high-roller customers in casinos. Skillful in efficiently responding to customer needs, promoting programs and promotions and organizing and coordinating special services, including cross-property events, transportation and hotel accommodations. Focused and friendly professional comfortable working in competitive, fast-paced environment.
Overview
10
10
years of professional experience
Work History
Casino Host
Wind Creek Atmore
Atmore, AL
03.2019 - Current
- 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 customer issues quickly and professionally by taking ownership of the situation.
- Provided guidance on gaming regulations and policies while ensuring compliance with local laws.
- Maintained relationships with existing customers through personalized service and follow-up communication.
- Actively sought feedback from customers regarding their experiences at the casino.
- Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.
- Advised guests and employees on current and upcoming events, festivals, concerts, and special guest appearances to facilitate interest.
- Used player tracking system to determine eligibility for complementary services and prizes.
- Exceeded pre-determined goals for special event attendance, advance hotel reservations and new player sign-ups.
- Introduced new VIP guests to casino property and discussed available amenities, pools, restaurants, gaming offerings and entertainment.
- Issued rewards to guests to encourage continued play and high-dollar spending.
- Resolved conflicts with communication skills and use of discounts and complementary offerings.
- Verified and maintained compliance with applicable gaming regulations and laws as well as internal casino policies, procedures and controls.
- Explained club to guests and assisted with service needs to maintain high satisfaction and brand loyalty.
- Distributed complimentary hotel rooms, meals and discounts to players based on cash buy in totals.
High Limits Concierge
Wind Creek Casino Atmore
Atmore, AL
05.2017 - 03.2019
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Ensured that all customer complaints were addressed in a timely fashion.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Maintained guest privacy and building reputation by keeping information confidential.
- Monitored guest feedback to identify areas for improvement in services offered.
- Maintained knowledge of local attractions, events, and nightlife to offer current advice.
- Maintained confidentiality of guest information and transactions.
- Handled guest inquiries and resolved issues promptly to ensure satisfaction.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Directed incoming calls and messages to appropriate staff or residents.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Handled mail and package deliveries, keeping items secure.
- Answered guest questions regarding local area, facilities and amenities.
- Trained new concierge staff on best practices and hotel policies.
- Retained knowledge of local events to offer recommendations and personal services.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Built and maintained productive relationships with employees.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Player Services Representative
Wind Creek Casino Atmore
Atmore, AL
02.2014 - 06.2017
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
Main Banker with Wind Creek Casino
Wind Creek Casino Atmore
Atmore, AL
04.2014 - 03.2015
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Provided professional services and support in a dynamic work environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
High School Diploma -
Selma High School
Selma, AL05-1975
Skills
- Financial Acumen
- Loyalty Programs
- Marketing knowledge
- Marketing
- Sales proficiency
- Customer Service
- Relationship Development
- Customer service expertise
- Guest Relations
- Strong interpersonal skills
- Communication
- Adaptability and Flexibility
- Problem-solving abilities
- Relationship Building
- Professional Demeanor
- Problem-Solving
- Effective Communication
- Interpersonal Skills
- Time Management
- Continuous Improvement
- Rule Enforcement
- Professionalism
- Customer Complaint Resolution
Timeline
Casino Host
Wind Creek Atmore
03.2019 - Current
High Limits Concierge
Wind Creek Casino Atmore
05.2017 - 03.2019
Main Banker with Wind Creek Casino
Wind Creek Casino Atmore
04.2014 - 03.2015
Player Services Representative
Wind Creek Casino Atmore
02.2014 - 06.2017
High School Diploma -
Selma High School
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