Stephen Holliday
Memphis
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
20
20
years of professional experience
Work History
Warehouse Associate
Amazon
05.2023 - Current
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Performed inventory control, such as counting, and stocking merchandise.
- Worked safely around moving machinery.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Front Office Manager
The Guesthouse at Graceland
06.2022 - 04.2023
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Created, prepared, and delivered reports to various departments.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Hotel Manager
Sam’s Town Casino
04.2017 - 06.2022
- Managed the daily operations of the Front Desk, Housekeeping, PBX and Bell Services
- Ordered supplies for all departments, monitoring CPOR to ensure profitability margins
- Yielded nightly rates and complimentary qualifications through Rainmaker
- Created, updated, and presented weekly forecasting reports for revenue and expenses to finance and leadership teams
- Responded to guests’ concerns in person, through email and online, offered compensation when necessary
B-Connected Manager
Sam’s Town Casino
09.2015 - 04.2017
- Assisted in preparation and execution of all special events, promotions, database loyalty programs, invitations, analysis and player marketing efforts, while efficiently coordinating and managing all B-Connected operations and Special Event Staff to assist with program execution and daily Player Services activity
- Handle all customer recovery issues that involve Player Services, Promotions and Events, along with any Marketing based decisions
Player Services Manager
Hollywood Casino
01.2014 - 09.2015
- Assumed responsibility of scheduling of Player Services personnel, modifying the schedule to include all three shifts and based on volume
- Assisted in training personnel during player’s club and cage merge with the club functions of reviewing play, issuing a complimentary, navigating and using PUMA, and understanding marketing events and processes
- Currently training in the different areas of the cage and credit while looking for opportunities to improve procedures, service, and profitability
Assistant Player Services Manager
Hollywood Casino
07.2012 - 01.2014
- Assisted in preparation and execution of all special events, promotions, database loyalty programs, invitations, analysis and player marketing efforts, while efficiently coordinating and managing all Player Service operations and Special Event Staff to assist with program execution and daily Player Services activity
- Handle all customer recovery issues that involve Player Services, Promotions and Events, along with any Marketing based decisions
- Identify need, design and develop reporting for all aspects of the property including hotel occupancy, incoming calls, event responses, database analysis or numbers, performance based analysis
- Assist advertising with creative for billboards, mail pieces and PR pieces
- Develop, prioritize and implement tactical project plans, including customer promotions, direct marketing and event meetings
- Responsible for hiring, scheduling and training of Player Services personnel
- Responsible for Hotel yielding and front office guest services
- Assisted with combining six different departments into one, creating a knowledgeable staff in all Marketing areas within two years
- Making Player Services a 'one stop' informational center for the casino
- Assisted the marketing effort for multiple systems upgrades (casino, hotel, point of sale) to advance to a 'one card' system
Player Services Supervisor
Hollywood Casino
12.2010 - 07.2012
- Responsible for the direct supervision, and training of Player Services Personnel
- Supervised Club and Gift Shop operations to include staffing, coaching issues, reporting, player card benefits, and specialty purchasing
- Developed, and implemented all Club and Retail departmental policies, procedures and operational guidelines including training and development
- Supervised Club and Retail Operations to include staffing, coaching issues, reporting, player card benefits and promotional purchases
- Assisted in creation and criteria of promotional pieces with advertising and direct marketing as needed
- Star Leader of the 4th Quarter 2011
- Star Leader of the Year 2011
Executive Casino Host
Hollywood Casino Tunica
08.2006 - 11.2010
- Developed personal relationships with the customers to ensure loyalty, expectation of needs and to help increase the customer’s frequency and spend
- Promoted events to each individuals likes, ensuring the guest has a personalized invitation from their host before the mail piece hits their mailbox
Marketing Analyst
Hollywood Casino
08.2005 - 08.2006
- Processed all mail files monthly using MS Access, FoxPro and Bally Gaming system
- Compiled data for analysis for mail and event performance and profitability
- Handled all customer calls pertaining to Direct Mail and Events/Promotion inquiries
- Tracked Marketing expenses and bill coding for the VP of Marketing
- Proofed and finalized Direct Mail invitations and maintained relationships with each mail house
Education
No Degree - Engineering
Northwest Mississippi Community College
Senatobia, MSSkills
- Customer Service Oriented
- Adaptive Team Player
- Problem Solving
- Self-Directed
- Direct Marketing Campaigns
Accomplishments
- Assisted with combining six different departments into one, creating a knowledgeable staff in all Marketing areas within two years, making Player Services a 'one stop' informational center for the casino.
- Assisted the marketing effort for multiple systems upgrades (casino, hotel, point of sale) to advance to a 'one card' system.
- Star Leader of the 4th Quarter 2011.
- Star Leader of the Year 2011.
Timeline
Warehouse Associate
Amazon
05.2023 - Current
Front Office Manager
The Guesthouse at Graceland
06.2022 - 04.2023
Hotel Manager
Sam’s Town Casino
04.2017 - 06.2022
B-Connected Manager
Sam’s Town Casino
09.2015 - 04.2017
Player Services Manager
Hollywood Casino
01.2014 - 09.2015
Assistant Player Services Manager
Hollywood Casino
07.2012 - 01.2014
Player Services Supervisor
Hollywood Casino
12.2010 - 07.2012
Executive Casino Host
Hollywood Casino Tunica
08.2006 - 11.2010
Marketing Analyst
Hollywood Casino
08.2005 - 08.2006
No Degree - Engineering
Northwest Mississippi Community College
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