CUNLIFFE MCBEE
Lake Charles,LA
Summary
Dynamic Casino Player Development Manager with a proven track record of enhancing player relationships and generating revenue growth. Expert in personalized guest relationship management, staff development, and achieving significant customer satisfaction. I have been able to use strategic marketing to attract and retain high-value VIP players. Skilled in leveraging company assets to maximize profitability.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Executive Casino Host
Golden Nugget Lake Charles Hotel & Casino
01.2024 - Current
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Enhanced guest experience by providing personalized service and tailored gaming recommendations.
- Achieved gaming revenue by effectively reactivating, developing and maintaining customers.
Licensed Insurance Producer
State Farm
09.2020 - 01.2024
- Organized community outreach events to increase brand awareness and generate new leads for the agency.
- Provided coverage option information to assist clients in protecting assets.
- Exceeded corporate quotas for monthly policy sales.
- Built strong relationships with clients, leading to increased referrals and business growth.
- Delivered exceptional service during high-pressure situations, such as addressing urgent client concerns or managing large-scale emergencies, maintaining a calm and professional demeanor throughout.
- Analyzed risk factors to recommend appropriate coverage levels.
- Generated leads through cold-calling, networking and other outreach methods.
Casino Player Development Manager
Hard Rock Hotel and Casino Sacramento
07.2019 - 03.2020
- Developed marketing strategies to attract new patrons and retain existing customers.
- Establish and maintain strong relationships with high-value players
- Promoted a positive work environment by encouraging teamwork, open communication, and ongoing professional development for staff members.
- Increased customer satisfaction through attentive service and quick resolution of concerns.
- Lead and managed a team of 8 casino hosts, assigning guests, setting performance goals, and providing ongoing training on guest service standards.
Executive Casino Host
Thunder Valley Casino
09.2016 - 07.2019
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Established strong relationships with high-value clients, resulting in increased loyalty and repeat visits.
- Managed conflict resolution between guests and staff members, maintaining a calm and professional demeanor during difficult situations.
Executive Casino Host
Golden Nugget Lake Charles Hotel & Casino
08.2014 - 09.2016
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Enhanced guest experience by providing personalized service and tailored gaming recommendations.
- Conducted regular client outreach to maintain relationships and encourage repeat visits from top players.
- Streamlined communication between casino departments, ensuring seamless guest experiences during visits.
Casino Player Development Manager
Tunica Resorts
05.2011 - 08.2014
- Established strong relationships with VIP guests through personalized service, leading to high levels of customer retention.
- Developed marketing strategies to attract new patrons and retain existing customers.
- Maintained customer loyalty and satisfaction with expert and immediate handling of guests concerns.
- Collaborated with marketing team to develop targeted promotions for specific customer segments.
- Mentored and trained junior casino hosts, promoting a culture of exceptional customer service within the team.
- Insured the host exceeded financial goals set by management.
Executive Casino Host
Harrah's Tunica
08.2007 - 05.2011
- Developed one-on-one relationships with VIP players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Enhanced guest experience by providing personalized service and tailored gaming recommendations.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and issues.
- Streamlined communication between casino departments, ensuring seamless guest experiences during visits.
Executive Casino Host
Mohegan Sun Casino And Resort
04.2006 - 08.2007
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Enhanced guest experience by providing personalized service and tailored gaming recommendations.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and issues.
- Streamlined communication between casino departments, ensuring seamless guest experiences during visits.
- Increased player loyalty through the development of strong relationships with high-value clients.
Education
BBA - Business Administration And Management
Delta State University
Cleveland, MS12.2003
Skills
- Guest satisfaction focus
- Player evaluation
- Exceptional communication
- Team management
- Relationship development
- Business ethics
- Teamwork and collaboration
- Excellent communication
- CRM tracking
- Loyalty programs
Certification
- Property and Casualty License - Louisiana Department of Insurance.
- Life and Health Insurance License - Louisiana Department of Insurance.
Timeline
Executive Casino Host
Golden Nugget Lake Charles Hotel & Casino
01.2024 - Current
Licensed Insurance Producer
State Farm
09.2020 - 01.2024
Casino Player Development Manager
Hard Rock Hotel and Casino Sacramento
07.2019 - 03.2020
Executive Casino Host
Thunder Valley Casino
09.2016 - 07.2019
Executive Casino Host
Golden Nugget Lake Charles Hotel & Casino
08.2014 - 09.2016
Casino Player Development Manager
Tunica Resorts
05.2011 - 08.2014
Executive Casino Host
Harrah's Tunica
08.2007 - 05.2011
Executive Casino Host
Mohegan Sun Casino And Resort
04.2006 - 08.2007
- Property and Casualty License - Louisiana Department of Insurance.
- Life and Health Insurance License - Louisiana Department of Insurance.
BBA - Business Administration And Management
Delta State University
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