Trevor Lapp
Red Lion,PA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Assistant Slot Manager
Penn National Gaming
York, PA
02.2023 - Current
- Actively participated in industry conferences and professional networks, staying abreast of best practices and innovative approaches to slot management.
- Evaluated emerging trends in the industry, recommending new games and technologies to enhance player experiences at the facility.
- Coordinated promotional events such as slot tournaments, driving higher levels of guest engagement on the casino floor.
- Optimized player satisfaction through regular assessment and adjustment of machine configurations.
- Managed a team of slot technicians, resulting in improved maintenance efficiency and reduced downtime.
Casino Host
Penn National Gaming
York, PA
11.2021 - 02.2023
- Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Increased player loyalty by developing personalized relationships and providing exceptional guest service.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Implemented tailored rewards programs for VIP players, resulting in increased visit frequency and casino spend.
Valet Manager
Sands Casino
Bethlehem, PA
03.2014 - 10.2021
- Reduced wait times for customers by implementing efficient vehicle retrieval systems.
- Ensured timely vehicle retrieval through effective management of traffic flow within the parking area.
- Handled customer complaints professionally, working towards swift resolution and maintaining client satisfaction.
- Oversaw staff scheduling, ensuring adequate coverage during peak periods without sacrificing quality of service.
- Worked closely with hotel management to coordinate special events requiring additional valet support.
- Enhanced overall guest experience by greeting guests warmly upon arrival, assisting with luggage, and providing local information as needed.
- Conducted regular performance evaluations for staff members, providing feedback and coaching as needed to improve overall team performance.
- Trained new team members in proper valet procedures, ensuring consistent high-quality service.
- Developed strong relationships with clients by providing courteous and professional service at all times.
Casino Host
Seminole Gaming
Tampa, FL
10.2019 - 10.2020
- Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
- Showcased expert knowledge of casino offerings, guiding guests towards games and experiences that aligned with their preferences.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Played an integral role in driving repeat business by promoting upcoming events or attractions specific to each guest''s interests.
- Analyzed player trends and preferences to better tailor offers and incentives that catered to individual tastes.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Managed casino reservations for VIP customers, streamlining their visit experience from arrival to departure.
- Acted as an ambassador for the casino brand, ensuring a positive representation in all interactions with clients and industry professionals.
- Conducted regular follow-up with guests, addressing concerns or feedback to maintain high satisfaction levels.
Disney College Program Intern
Walt Disney World Resort
Lake Buena Vista, FL
05.2013 - 01.2014
- Resolved guest concerns or complaints professionally and expediently, upholding Disney''s commitment to excellent service standards.
- Maintained a thorough understanding of Disney brand values while representing the company in an exemplary manner at all times.
- Assisted in creating magical moments for park visitors through engaging interactions and personalized attention.
- Utilized problem-solving skills to address complex guest inquiries or situations, resulting in satisfactory outcomes for both parties.
- Committed to continuous professional development through participation in workshops or seminars relevant to the Disney College Program Intern role.
- Enhanced guest experiences by providing exceptional customer service and maintaining a positive attitude.
Education
Sports Management
East Stroudsburg University of Pennsylvania
East Stroudsburg, PASkills
- Machine Maintenance
- Technical knowledge
- Employee Scheduling
- Slot Performance Analysis
- Employee Training
- Customer Service
Timeline
Assistant Slot Manager
Penn National Gaming
02.2023 - Current
Casino Host
Penn National Gaming
11.2021 - 02.2023
Casino Host
Seminole Gaming
10.2019 - 10.2020
Valet Manager
Sands Casino
03.2014 - 10.2021
Disney College Program Intern
Walt Disney World Resort
05.2013 - 01.2014
Sports Management
East Stroudsburg University of Pennsylvania