Amanda Xaso
Executive Host
Kya Sand,GP
Summary
Excellent at maintaining and optimising effective client relationships by providing excellent client services through engagement as well as service supervision. Skilled at conducting one on one job training and well as group training. Excellent written/verbal communication skills. Proficient knowledge of Microsoft Office to include Word, Excel, Access and Power Point and Microsoft Project. Self-motivated with excellent organizational skills, attention to detail and a strong work ethic. Ability to use small electronic hand held device to retrieve work assignments. Strong problem solving and listening skills.Knowledge of customer relationship management (CRM) practices. Work with internal departments to ensure company meets clients’ expectations.
Methodical Host with exceptional knowledge of best-in-class customer service protocols. Personable and proactive worker with history of maintaining professionalism and excellent service in busy, high traffic times.
Promotes customer comfort and enhanced experiences by answering questions and responding to concerns.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
EXECUTIVE HOST
Emperors Palace
01.2022 - Current
- Cultivated a high-end casino guest database by maintaining close ties with target guests through personal contact
- Augmented special events through telephone contact and/or personal communication, attending such events and participating when appropriate
- Coordinated tele-market events and casino promotions to new and inactive customers by mail/email/phone
- Developed relationships with new customers using appropriate recruiting and enrolment procedures and be responsible for incremental player visitation and participating in off-property functions such as dinners, concerts, golf tournaments, etc
- Assisted other departments in their relationship with high-end guests by acting as liaison, participate in special & social events and assisted in the event of collection issues
- Assisted other departments in their relationship with high-end guests by acting as liaison, participate in special & social events and assisted in the event of collection issues
- Coordinated and promoted special events and promotions to attract new guest
- Drove revenue and profits from guests through comping, travel, and various accommodations at all Casino Entertainment properties
- Remained aware of competitor's promotions and offers to ensure retention of loyal guests.
VIP Representative
Monte casino
01.2018 - 12.2021
- Manage the operations of the VIP desk
- Greeted guests in VIP check in and high limit gaming areas
- Interact promptly and politely with guests face to face and telephonically
- Placed telemarketing calls leading to repeat business
- Developed new business by actively prospecting for new clientele
- Ensured VIP guests are informed of special events and offers
- Provide excellent service to guests, addressing all requirements, questions and concerns professionally
- Keep up to date with all areas of the business, service and functions on the casino floor
- Coordinate and host VIP functions and hospitality events
- Supplying prompt and complete information about all service and benefits on property
- Plan and assist with execution of VIP events on and off complex
- Increased Asian clientele traffic in property
- Compile daily shift report
- Managed CRM (Salesforce) database of current and potential clients
- Maintain complete knowledge of and comply with the departmental policies/service procedures/standards relating to the desk and company
- Issue complimentary meal vouchers and hotel stays as per the guidelines set by the company
- Complete return on investment (ROI’s)
- Maintain high standards of performance for self and team
- Maintain personal appearance appropriate to the role
- Exhibit positive attitude and enthusiasm
- Working knowledge of Microsoft Office (Word, Excel and Outlook)
- Exhibit a professional demeanour and willingness to assist all guests whenever possible
- Cultivated new business, recruiting and enrolling new customers
- Liaised between multiple company teams and high-end customers.
Casino Slots Host, Monte casino
01.2018 - 10.2020
- Communicates openly with others to aid in the smooth operation of the gaming facility and maintain all steps of the Red Carpet Customer Service program with each patron and employee you may meet
- Maintains a high level of productivity, other duties may be assigned
- Department related promotions and sales
- Work to build relationships with existing customers and work to foster relationships with new guests
- Perform routine procedures with slot machine printers, bill validators, adding/removing paper and performing minor repairs
- Capacity to work independently with minimal direction
- Monitors the operation of assigned slot machines and participates in playouts of manual jackpots in accordance with policy
- Complete written department forms to document cash transactions, jackpot pay-outs etc., in a legible manner, assists customers on a timely basis with requests for change
- Maintain secure key controls at all times
- Perform minor machine maintenance and reset machines with keys
- Knowledge of local jurisdiction gaming laws and attendant regulations as well as the Company’s internal controls, policies and procedures Promotes departmental and property-wide promotions with all Customers
- Complete and document transactions according to procedures and maintain an accurate wallet
- Maintain clear and open communications with customers and managers/supervisors
- Provide friendly, fast, and helpful customer service, through the consistent practice and delivery of Marquee Customer Service to all guests and team members
- Demonstrates consistent support of Management and Company decisions
- Leading completion of daily tasks within the department or work unit.
Analyse, Cash desk operator
Truworths
01.2012 - 01.2013
- Every aspect of best sellers and worst sellers, stock cover management and in season reactivity and provide necessary recommendations
- Proactively provide relevant in depth analysis to support buying commitment decisions
- Perform such duties as checking date codes, ensuring adherence to approved plan-o-gram
- Commitment to work assigned schedule, ready to work at designated start time
- Build and develop strong relationships/partnerships with Retail Store Management at each account
- Reviewed and resolved differences between accounting information and cash drawer
- Restocked, arrange and organize merchandise in front lanes to drive product sales
- Help customers complete purchases, locate items and join reward program to promote loyalty
- Satisfaction and sale numbers
- Reviewed weekly sales goals.
Education
Matric - undefined
Vosloorus Comprehensive High School
Training: Customer service. - Customer Engagement
Truworths Training Academy
Butterworth 01.2013 - 04.2013
FLDP (Future Leaders Development and Training) - Service Delivery, Supervision, Training And Coaching
Montecasino Training Academy
Fourways 01.2019 - 01.2020
Skills
Customer Relationship management
Service supervisor
Conflict resolution
Event planning / organizing
Fica compliance
Microsoft Office, Word, Excel, Access, power point and Microsoft Project
Verbal and written communication
Management of confidential information
Building and maintaining professional relationships
Staff Management
Customer Relations
Training and mentoring
Schedule Management
Inter-department collaboration
Business administration
Negotiation
Budgeting
Timeline
EXECUTIVE HOST
Emperors Palace
01.2022 - Current
FLDP (Future Leaders Development and Training) - Service Delivery, Supervision, Training And Coaching
Montecasino Training Academy
01.2019 - 01.2020
VIP Representative
Monte casino
01.2018 - 12.2021
Casino Slots Host, Monte casino
01.2018 - 10.2020
Training: Customer service. - Customer Engagement
Truworths Training Academy
01.2013 - 04.2013
Analyse, Cash desk operator
Truworths
01.2012 - 01.2013
Matric - undefined
Vosloorus Comprehensive High School