Anna Barlow

Experience

• 

  Beau Rivage Resort & Casino

  Aug 2007 - May 2012

  •Must comply with policies,procedures and duties of a front desk agent.•Assist guests with inquiries regarding local and surrounding areas. •Book reservations and follow up with hotel patrons as requested.•Answer inquiries and give proper directions about in house facilities and out of house attractions.•Assist with all Front Desk functions and act as a substitute as needed for VIP, Group Desk, and Back Cashier•Assist with any duties as assigned by management •Check in / Checkout Hotel guests and interacts with all other hotel departments.•Enroll patrons in Mlife promotions club through CLEO as well as view and issue available express comps.•Assist in maintaining in-house credit reports, housekeeping reports, and special room assignments.•Access patron information through Opera and CLEO, using multiple systems at once. •Sell tickets to guests through use of the computerized system.•Take reservations through the use of a phone headset and over the counter.•Stock all office supplies according to business demands

  • Concierge

    Oct 2010 - May 2012

  • Front Desk Agent

    Nov 2010 - Oct 2011

  • Ticket Sales Representative

    Aug 2007 - Nov 2010
• 

  Margaritaville Restaurant & Casino Biloxi

  May 2012 - Aug 2012

  Guest Service Representative

  •Establish quality customer relationships by delivering exceptional customer service. •Research and resolve general and specific play inquiries, including general related inquiries from past trips•Issue any food comps allowed by guest previous play•Assist floor supervisors with Jackpot pay outs•Assist with general Slot department duties

• 

  Beau Rivage Resort & Casino

  Aug 2012 - Oct 2019

  •Execute database marketing campaigns for Beau Rivage, Biloxi, MS and Gold Strike, Tunica, MS through direct mail and email channels•Support property initiatives, especially those that are request and assigned from the marketing department leaders•Responsible for completion of major Database Marketing Initiatives, including but not limited to, the Monthly Newsletter, NOIR Newsletter, Tier Expiration, NOIR Letdown, Vegas to Regional Cross-Property and the National Marketing Air Program•Follow business requirements while utilizing appropriate tools, data application functionality, or other resources as required.•Collaborate with co-workers and management to ensure company loyalty programs provide maximum customer benefit for available feature•Work with Advertising and Casino Marketing teams to build effective campaign creative, specifically as it pertains to M life, loyalty and partnership initiatives.•Develop and maintain a strong and productive relationship with marketing leaders, corporate resources and others as needed.•Support database marketing team members with direct mail segmentation, freeplay loading, and promotion creation as needed. Show less •Assist Director of Database Marketing and Manager CRM in preparation and Monitoring of annual CRM budget, monthly/quarterly projections, and analysis.•Analyze campaign performance and recommend/implement strategic changes in order to continue to improve marketing efforts.•Research marketing trends and develop ways to implement them in the Southern Operations Business practices.•Coordinate and maintain all creative and data approvals•work with Email Design team to build out effective creative for campaigns, specifically as it pertains to digital customer dialogue initiatives.•Develop and maintain a strong and productive relationship with property, information technology, and vendor contracts.•Records and tracks all CRM expenditures. Allocates expenditures to proper budget accounts.•Prepares reports as designated by the Database Marketing Director and CRM Manager•Prepares requisitions and purchase orders for all goods and services purchased by CRM Department•Serves as a liaison to Purchasing Department and Legal Departments; obtains necessary approvals as applicable•Examines for accuracy and prepares for payment all vendor invoices. Audits agency and all other CRM billing and maintains files for all completed jobs•establishes and maintains direct mail traffic schedule; initiates job requests, assigns job request, assigns job number, tracks work in progress to ensure that goods and services are provided in a timely manner.•Performs other tasks directed by the Executive Director of National Marketing or Director of Database Marketing. Show less •Assist any guest that escalates with an issue from the call center and address/investigate all concerns, take immediate action to attempt to resolve and retain our loyal patrons •Assist Casino Host and Executive Hosts in completing hotel reservation and various complimentary considerations.•Assist with event and show reports and compare/analyze all registrants with players club and room reservations to make sure all is correct and prepared to the future events and shows•Provide support and perform as an acting substitute for supervisors as needed in the Customer Care call center Show less

  • Campaign Manager

    Dec 2018 - Oct 2019

  • Customer Relationship Management Specialist

    Feb 2017 - Dec 2018

  • Casino Host Coordinator

    Jun 2015 - Feb 2017

  • Customer Care Host

    Apr 2014 - Feb 2017

  • Customer Care Coordinator

    Aug 2012 - Apr 2014
• 

  MGM Resorts International

  Oct 2019 - now

  •Executes regional campaign operations across designated regional properties coveringgaming and non-gaming customer engagement.•Build data driven personalized campaign segmentations and workflows to fully leverage ourcampaign system functionality. Develop variable content for creative by partnering with emaildesign team.•Enter offer codes into direct marketing systems and uploads offers to player accounts.•Oversees final program deployment to customers and conducts final error checks.•Establishes and fosters best practices that optimize database segmentation and customerengagement processes.•Trains team to ensure accurate and timely codification.•Responsible for spot-checking within campaigns and ensuring rules have been applied.•Builds offer tables for designated regional properties.•Works with designated regional properties to assemble copy & creative for campaigns.•Coaches each employee to identify personal goals and developmental needs, identifiestraining needs as required; ensure each employee completes all required departmental andcompany training, and conduct periodic performance evaluations.•Provides leadership for all reporting department’s Human Resources responsibilities toinclude creating a work environment that promotes teamwork, performance feedback,recognition, mutual respect, and employee satisfaction; quality hiring, training, andsuccession planning processes that encompass the company’s diversity commitment.•Perform other job duties as requested. Show less •Build data driven campaign segmentations to fully leverage system functionality and advanced analytics concepts.•Receive and confirm campaign brief from strategy manager by exercising discretion and utilizing independent judgment.•Leverage independent expertise and insights to decrease campaign cycle time and/or optimization of customer contact strategy through data efficiency.•Responsible for customer segmentation of direct marketing campaigns with high level personalization.•Develop variable content in creative in the campaign management platform and make recommendations to management.•Partner with e-mail design team to build out effective creative for campaigns, specifically as it pertains to digital customer dialogue initiatives•Provide data quality assessment of campaign workflow prior to final deployment for other managers’ campaigns.•Analyze campaign performance, recommend, and implement strategic changes to improve our marketing efforts.•Manage and create campaign workflows in Adobe Campaign.•Manage the vendor relationship with the direct mail vendor•Maintain working knowledge of changing data access techniques and methodologies including any required query languages, computer systems and applications for database marketing.•Advise and provide consultation as a “subject matter expert” to property marketers on campaign operations functionality.•Responsible for participating in achieving Key Performance Indicators: average execution time per campaign, percentage of on-time campaigns, satisfaction scores/internal feedback, delivery rate, spam percentage, and bounce percentage;•Manage leadership for all reporting department’s Human Resources responsibilities to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, and succession planning processes that encompass the company’s diversity commitment; and Perform other job duties as requested. Show less

  • Senior Manager of Campaign Operations

    Dec 2021 - now

  • Campaign Operations Managers

    Oct 2019 - Dec 2021