Customer Service Human Resources

Dawn Kempthorne

**** ***** ********** ****** ablzpu@r.postjobfree.com

Home: 702-***-****

Henderson, NV 89044

Cell: 702-***-****

Executive Management ? Business Operations ? Human Resources

Diverse background in operations including strategic development

(operational and capital), financial growth, employee development and world-

class guest service.

. Proven track record in improving performance of business operations to

meet financial, guest service and employee engagement objectives.

. Strong analytic skills for observing, evaluating and implementing

strategies for process improvement and leadership development.

. Inspirational and high-energy leader: Recipient of Harrah's Entertainment

Chairman's Award for "Excellence in Managing People company's highest

leadership award.

. Provided Leadership in corporate-wide human resources team to integrate

Caesar's Entertainment and Harrah's Entertainment for 90,000 world-wide

teammates.

. Co-authored Corporate Hotel Brand Operations Internal Audit Standard

Operating Procedure manual.

. Instrumental Leader in numerous casino and hotel openings.

PROFESSIONAL EXPERIENCE

THE COSMOPOLITAN OF LAS VEGAS, Las Vegas, NV 2008- July

2010

Director, Talent Engagement

Director, Human Resources

. Established HR function for start up of a new casino. Developed policies

and procedures and administered all employee relations, benefits,

recruiting and training elements.

. Led initiative to create a new Talent Center for a branded recruiting

experience for all applicants.

. Member of the implementation team launching a new Applicant Tracking

System for the company.

. Partnered with senior management and marketing to drive a media

recruitment campaign.

Harrah's Entertainment, Inc

1994 - 2008

Corporate Vice President of Training, Las Vegas, NV

2007 - 2008

Led design and implementation of company-wide training programs both

domestic and international for 78,000 employees.

. Designed and implemented new company-wide "New Hire Orientation" on-

boarding training program with focus on innovation and adult-learning.

Benchmarked best in-class. Results showed knowledge and skills

improvement, increased participant satisfaction and improved customer

service readiness.

. Created and executed Senior Executive Training program Legendary

Leadership Macau" focusing learning on innovation, technology and

cultural awareness. Training program included trips to Macau with pre-

work and post-trip deliverables for Enterprise operational

implementation.

. Led requirements definition and business requirements to support the

creation of a company-wide HR portal. Partnered with IT Development to

ensure business and end-user requirements were met.

. Collaborated with Corporate Brand Marketing and outside vendor to develop

and launch a holistic HR branded experience, thus enhancing employee

engagement experience.

Vice President of Operations, Harrah's North Kansas City

2005 - 2007

Directed all casino and non-gaming operations including table games (52

tables), slot operations (1,800 machines), hotel (400 rooms) and convention

center operations, services (security, facilities, environmental services,

sales, retail and valet), customer service and design and construction.

. Delivered 10% YOY growth in casino gross gaming revenue in flat gaming

market (2006). Property held highest market fair-share premium in tables

and slots.

. Analyzed operations and identified areas for improvement to launch

aggressive turnaround program that resulted in moving employee

satisfaction scores from lowest in company to 70th percentile, within a

six-month timeframe. Q4, 2005

DAWN KEMPTHORNE

PAGE TWO

HARRAHS ENTERTAIMENT continued.

. Realized highest customer satisfaction scores in property history.

. Opened $40 million hotel tower resulting in improved growth of gross

gaming revenues with minimized dilution of gaming and hotel revenues per

room. Hotel team realized and maintained highest customer service scores

in Brand post opening.

. Led project management of capital investment for casino and back-of-house

remodels.

Vice President of Human Resources, Harrah's St. Louis

2003- 2005

Led Human Resources function for 2,000+ teammates. Managed recruitment,

training, employee relations, benefits, compensation, communication and

risk/safety.

. Executive Team recognized by HET Corporation for best "turnaround" story

in profitability, market share ownership, customer satisfaction and

employee satisfaction scores.

. Led initiatives to improve employee satisfaction scores from 33% A's to

41% A's resulting in highest improvement in company.

. Improved employee turnover from 28% to 25.65% by implementation of

initiatives in on-boarding, training and employee relations.

. Created a new perfect attendance program that decreased absenteeism by

12% with a minimal $18 cost per teammate annually.

. Implemented a recruitment campaign to hire employees for new hotel tower,

nightclub and five restaurants.

. Developed and implemented coaching training program to improve employee

performance and commitment, with additional focus on mitigating company

risk in performance management.

. Led all employee investigations that resulted in no EEOC charges or

litigation for property during tenure.

Assistant Director of Slots, Harrah's St. Louis

2002 - 2003

. Responsible for service and revenue of slot operations (2500 machines).

Assisted with Master Plan redesign of entire slot floor while installing

"FastCash" hardware on machines.

Director of Services/Hotel Operations Harrah's North Kansas

1994 - 2002

. Managed a 200-room hotel and 10,000 square feet of meeting space, as well

as all hotel and non-gaming operations. Oversaw Front Desk,

Housekeeping, Laundry, PBX, Sales, PBX, Reservations, VIP Reservations,

Front Services, Security, Facilities, Environmental Services, Marine

Operations, Retail and Wardrobe.

. Additional Harrah's positions include Hotel Manager, Guest Services

Manager, and Environmental Services Manager positions.

EDUCATION & PROFESSIONAL DEVELOPMENT

BS, Journalism/Public Relations, University of Kansas Lawrence, Kansas

Kansas Honor Scholar

. Certified Diversity Trainer

. Certified Franklin Covey Trainer, "What Matters Most" and "Great

Leaders, Great Teams, Great Results"

. CEO Marketing Summits

. Slot Analysis Training

. Database Marketing Training

PERSONAL

. Long-distance running, triathlons, spinning, weight-training

. Volunteerism

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