Resort Casino Customer Service

ROBERT A BROOKER, CPA

**** **** *** *** ***** NV 89146

702-***-**** ****************@*****.***

I will improve operations, train, and develop team members, improve guest services, and increase ROI for owners. I am an innovative and articulate team leader, who leads by example, inspires others through articulation of shared visions. A top achiever who revitalizes operations through outstanding customer service, innovative marketing, and staff training.

QUALIFICATIONS

Improved EBITDA of this tribal casino by 25% after 3 years of realigning operations.

Reversed inherited 5-year loss in six months, increased revenues 35% and secured 25% year-over-year EBITDA upswing for four consecutive years.

Planned and executed $24M renovation project on time and on budget; directed reopening campaign.

Ignited $15M annual revenue increase and introduced benchmark products/services adopted industry wide. Pioneered, designed rollout innovative VIP programs and gaming options modeled by major strip properties.

Slashed employee turnover from 98% to 25%; restructured staff, instituted cost-effective HR programs and improved morale.

Reduced insurance liability claims by 45%; established insurance settlement review and implemented preventive controls.

Creator of video poker tournaments.

EXPERIENCE

Bluewater Resort Casino-Parker AZ 06/18-2/2020

General Manager/Director of Operations

575 slots, 9 table games, 300 seat bingo hall, 200 rooms, 4 restaurants, 3 bars, Amphitheater and 435 employees

Supervisor the daily operations of this casino resort.

Took over all food and beverage operations previously operated by outside contractor reducing losses by 25%.

Increased slot revenue nine months over the previous year.

Increased EBITDA by 9% in first full year of managing operations. Best year in history of property.

Ute Mountain Casino Resort -Towaoc CO 04/2012 – 06/2018

General Manager

780 slots, 11 table games, 400 seat bingo, 90 hotel rooms 1 restaurant, 2 snack bars, 1 entertainment venue, RV park, 2 travel centers and 430 employees

Oversee operational activities in accordance with long-short term strategic planning.

Provide direction and support for all managers.

Improved EBITDA by 25% by reorganizing marketing programs and restructuring operations.

Upgraded all kitchen equipment and remodeled restaurant to improve service and quality of food to achieve outstanding customer satisfaction.

Instituted a monthly training program for all management personnel and quarterly customer satisfaction training for all employees to improve customer service and management skills.

Improved image of property by redesigning exterior of all buildings, upgrading landscaping and resurfaced parking lots, remodeled restaurant and casino. Currently remodeling two floors of hotel to improve customer satisfaction.

Taos Mountain Casino, Taos, NM 01/2011 - 03/2012

General Manager

Directed, administered, and coordinated the daily activities of this tribal casino in accordance with policies, goals and objectives of the Board of Operations and Tribal Council.

Increased slot revenue by 4% in first 90 days.

Reduced slot hold percentages to bring in line with competition.

Revamped all promotions increasing headcounts by 20%.

Imperial Gaming Corporation - Cripple Creek, CO 05/1997 - 04/2010

DBA Imperial Casino Hotel

President/General Manager

Lead the financial turnaround of this struggling hotel casino resort with declining revenues, consistent losses, and poor employee morale.

Managed and coordinated all areas to enhance productivity, performance and facility upgrades with emphasis on customer service.

Increased revenue by $35% in six months. First profitable year in history of the company. Recorded 25% EBITDA increases for four consecutive years.

Accelerated slot revenue and optimized player loyalty by launching three-tier player rewards program, VIP list, monthly newsletter, special promotions and parties.

ADDITIONAL POSITIONS

Showboat Hotel Casino - General Manager/Chief Financial Officer - 500 rooms,2500 slots,45 table games, race and sports book, 101 bowling lanes, 5 restaurants, 6 bars

Celebration Cruise Lines - Consultant

Landmark Hotel Casino - General Manager - 400 rooms, 850 slots, 35 table games, 4 restaurants, 3 bars, showroom.

Marina Casino Hotel - Executive Vice President, Chief Operations Officer- 1,000 rooms, 850 slots, 45 table games, race, and sports book, 3 restaurants, 2 bars,showroom.

Marina Casino Hotel - Chief Financial Officer-

EDUCATION

Bachelor of Science- Business Administration - University Nevada-Las Vegas

LICENSES

CPA - State of California - Inactive

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