Cathy Riedel

Beau Rivage Casino and Resort | January 2020 - Present | 5 years 3 months | Beau Rivage

• Highly organized, detail-oriented, and thrives in a fast-paced environment
• I am able to work independently while also collaborating effectively with teams
•Assist customers' in planning trip itineraries and coordinating reservations (i.e. hotel, flights/charters, transportation, dinner, tournaments, concerts, special events, and/or private functions).
•Evaluate customers’ casino gaming activity to provide corresponding comps and discounts (i.e. room, food and beverage, event tickets, airfare, Freeplay/Tableplay).
•Provide personalized customer service throughout trip to continually develop property’s customer base through friendly and professional guest interactions.
•Ensure customers’ information profiles are accurate and up-to-date (i.e. address, contact information, preferences).
•Coordinate special event functions and attend when appropriate to meet customers and develop a rapport to build customer loyalty to MGM brand.
•Evaluate customers’ gaming and credit history to authorize casino credit lines to qualifying customers.
•Resolve guest complaints through service recovery to ensure guest satisfaction in accordance with company guidelines.

2022 Chair for SIS Council
LGBT ENG Member
Veterans ENG Member
Emerging Leaders Member
2023 SIS Council Advisor
2023 AAPI Co-Chair

2023 Accomplishments:
Top 5 Host for Cross Property Trips bookings
Top 5 Host for Charter flight bookings
Top 5 Host for Inactive/New 2023 Results
Top 100 Host in the company for 2023

•Assist customers' in planning trip itineraries and coordinating reservations (i.e. hotel, flights/charters, transportation, dinner, tournaments, concerts, special events, and/or private functions).
•Evaluate customers’ casino gaming activity to provide corresponding comps and discounts (i.e. room, food and beverage, event tickets, airfare, Freeplay/Tableplay).
•Provide personalized customer service throughout trip to continually develop property’s customer base through friendly and professional guest interactions.
•Ensure customers’ information profiles are accurate and up-to-date (i.e. address, contact information, preferences).
•Coordinate special event functions and attend when appropriate to meet customers and develop a rapport to build customer loyalty to MGM brand.
•Evaluate customers’ gaming and credit history to authorize casino credit lines to qualifying customers.
•Generate $4M in casino gaming theoretical yearly.
•Resolve guest complaints through service recovery to ensure guest satisfaction in accordance with company guidelines.

∙ Liaison for third parties to develop growing relations with new guests by evaluating patron worth and make comprehensive decisions on future reservations
∙ Regularly lead weekly flight yield meetings, monthly pricing meetings, and quarterly scheduling meetings
∙ Collaborate with the development team to create and enhance the flight manager system and reporting
∙ Strategically collaborate with yield managers to create pricing for the flight markets
∙ Conduct independent analysis and research of charter occupancy based on yield and pacing data for regional flight program to provide data to stakeholders
∙ Maintain historical tracking on all markets regarding performance, direct mail criteria, e-marketing criteria, fulfillment, and regrets and denials
∙ Build and maintain flights in multiple supporting operational systems for regional flight program
∙ Responsible for initiating customer segmentation of direct marketing campaigns with high level personalization
∙ Assisted in regional expansion of charter air program resulting in $2.9M Gross Operating Revenue within inaugural month by assisting with the user interface design, reporting tools and training of regional departments
∙ Addressed cross-departmental operational inefficiencies through holistic application design and development
∙ Streamline tasks using Excel, Visual Basics, SQL, SharePoint, or Power BI
∙ Lead training sessions for other departments



Additional Roles worked while a Coordinator:
CSR Representative for the department
Voluntary Beau Rivage Shuckers suite Host Representative
Active member of Emerging Leaders

Responsible for grave shift operations in a 24 hour casino call center environment. Checking Reports are accurate for incoming room and entertainment reservations, and inputting guest information in Rooming Lists for flights and bus tours.

Assists coordinators with reservations, answering questions about policies and procedures, working with other departments to ensure reservation accuracy, inputting coaching opportunities for coordinators, working with management to ensure all information is passed out accordingly, Updating Pre-Shift and CSI to communicate information throughout the department, Ensuring reports are completed in a timely manner.

Knowledgeable in Tour Partner, OPERA, Patron Management, VIPR, EZ LINKS and CSI: SharePoint, IEX (Agent scheduling system), Archtics (Show tickets), IBS TSheet (Golf),GB Anywhere (Dining Reservation), Microsoft Office Access 2007 & Microsoft Office Excel 2007 (VIP Reports)

-Analyzed guest play and utilized various software applications to book complimentary and transient reservations for casino and hotel guests.
-Comped off rooms, F&B, flights, golf, transportation, and entertainment for guests based on casino play.
-Assist Customers in booking restaurant, casino, transient, and convention room reservations along with
offering information about the hotel and Gulf Coast area.
-Assist Slot and Casino Executive Hosts, Slot Hosts, Table Games Hosts in completing hotel reservation and
various complimentary considerations.
-Make complimentary decisions based upon evaluation of customers gaming play using predetermined
guidelines, issue complimentaries sent by Database Marketing via mail, email, or outbound telemarketing.
-Perform duties and responsibilities as directed by Supervisors and Managers.

Knowledgeable in Tour Partner, OPERA, Patron Management, VIPR, EZ LINKS and CSI: SharePoint, IBS TSheet (Golf)