DOMINIQUE LATNEY
Temple Hills
Summary
Accomplished Executive Host at Maryland Live Casino & MGM National Harbor Casino with a proven track record of exceeding financial goals by 20% and enhancing client engagement by 50%. Expert in high-stakes customer relations and event coordination, leveraging exceptional communication skills and performance analysis acumen to drive brand loyalty and company success.
Overview
14
14
years of professional experience
Work History
Front Desk Supervisor
Churchill Downs
07.2024 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
Celebrity Personal Assistant
Bershan Shaw
10.2021 - Current
- Maintained a well-organized home environment for clients, overseeing housekeeping staff and property maintenance.
- Maintained awareness of current trends and industry news, ensuring clients stayed informed and engaged in relevant discussions.
- Acted as a liaison between clients and their families to maintain healthy relationships despite busy schedules.
- Optimized daily routines for clients by anticipating needs and providing personalized support in all aspects of life.
- Assisted clients during high-profile events, ensuring smooth logistics and seamless execution from start to finish.
- Enhanced client satisfaction by managing schedules, appointments, and travel arrangements.
- Developed strong professional relationships with other assistants in the industry to facilitate collaboration and resource sharing.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Executive Host
Maryland Live Casino
01.2023 - 07.2024
- Built and maintain a customer database of 600+ prospecting high-end players and strengthening their loyalty to the brand
- Exceed quarterly financial goals by 20% that align with company financial goals which directly impacted the company return on investment
- Establish, coordinate, and lead both on and off property VIP events that assist in identifying prospect VIP clientele while promoting the benefits of the Caesars Enterprise
- Develop new ideas and methods to deliver business solutions to positively impact the clients which led to 50% improvement on engagement
- Tracking and analyzing the performance of event activities, linked to clear business metrics
Cage Shift Supervisor
MGM National Harbor
11.2022 - 01.2023
- Supervise and participate in Cage and Credit activities, ensuring count integrity and gaming compliance
- Verified all transactions over $2,500 in order to verify accuracy
- Generated reports for the end of each shift and at the completion of the 24-hour period
- Turn in reports and paperwork to Accounting in a timely manner
- Perform disciplinary functions for each shift personnel
- Maintain attendance records and vacations
- Assist Hosts and Upper Management with needs for high profile players when handling payouts
Poker Host
MGM National Harbor
02.2019 - 10.2022
- Responsible for demonstration, performance and function of Poker games and limits
- Responsible for answering telephone calls in a professional manner with appropriate greeting
- Using Patron and Bravo functions to write comps for guest in a high volume atmosphere
- Provide information to the Poker Players about promotions, tournaments, games and limits
- Responsible for checking in guest using computer system and provided guest with directions to their room
- Provided customer service to include the ability to listen to the needs and request of guest, as well as provide information to guest
- Utilized Opera functions to check in and out guest and assist with write comps for guest staying in the hotel resolve issues
- Handled and resolved guest complaints; and handled invoice and billed guests for their stay and services used
- Ensure the facility is provided with high quality security services to protect guest and property
- Report safety concerns, security breaches and unusual circumstances both verbally and in writing
- Ensured compliance with Hotel regulations and communicated any irregularities with management
- Provided top-quality security while on duty and an orientation toward helping guest
Front Desk Agent
MGM National Harbor
01.2018 - 02.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Security Officer
MGM National Harbor
06.2017 - 01.2018
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
- Ensured compliance with gaming regulations by consistently monitoring operations and reporting any discrepancies observed.
Guest Service Representative
Marriott National Harbor
10.2015 - 06.2017
- Responsible for checking in guest, providing customer service and able to listen and respond to details of guest requirement needs
- Flexibility to work all shifts even Night Auditing, and ability to perform housekeeping boards as required
- Fielded an average of 50 plus calls per shift, providing information or referring guest/callers to the correct department and maintained and average guest satisfaction rating of four out of five stars
Customer Service
Jockey - Tanger Outlets
09.2014 - 10.2015
- Responsible for providing great customer service and making sure customers came first at all times
- Set-up merchandising for storefront windows and register areas
- Responsible for training new employees
Supervisor
Nike - Tanger Outlets
07.2012 - 09.2014
- Responsible for providing profession customer service and making sure guest felt appreciated and were the number one priority
- Maintained appropriate store inventory levels to ensure merchandise was consistently available
- Responsible for training new employees
Supervisor
Family Dollar
01.2011 - 01.2012
- Customer service and cashier duties, and stocking weekly inventory
- Assisted with the return and resale of merchandise
- Responsible for training new employees
Education
High School Diploma -
John T. Hoggard High School
Wilmington, NC06-2011
Skills
- Communicating with employees of all levels
- Organizational skills
- Interpersonal skills
- Customer Service
- Ability to work under pressure
- Proficient in MS Office Suites
- Conflict resolution
- Leadership
- Team building
- Networking
- Time management
- Problem solving
- Social media management
Affiliations
- TRIVERA
Timeline
Front Desk Supervisor
Churchill Downs
07.2024 - Current
Executive Host
Maryland Live Casino
01.2023 - 07.2024
Cage Shift Supervisor
MGM National Harbor
11.2022 - 01.2023
Celebrity Personal Assistant
Bershan Shaw
10.2021 - Current
Poker Host
MGM National Harbor
02.2019 - 10.2022
Front Desk Agent
MGM National Harbor
01.2018 - 02.2019
Security Officer
MGM National Harbor
06.2017 - 01.2018
Guest Service Representative
Marriott National Harbor
10.2015 - 06.2017
Customer Service
Jockey - Tanger Outlets
09.2014 - 10.2015
Supervisor
Nike - Tanger Outlets
07.2012 - 09.2014
Supervisor
Family Dollar
01.2011 - 01.2012
High School Diploma -
John T. Hoggard High School
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