James Phung
Sacramento
Summary
Dynamic Executive Casino Host with a proven track record at Hard Rock Hotel & Casino Sacramento, excelling in customer service excellence and relationship management. Achieved over $1.6 million in gaming revenue through strategic guest engagement and effective problem-solving. Multilingual communicator dedicated to enhancing guest satisfaction and operational efficiency.
Overview
18
18
years of professional experience
Work History
Executive Casino Host
Hard Rock Hotel & Casino Sacramento
06.2024 - 05.2025
- Cultivated strong relationships with premium players, delivering exceptional guest service to sustain VIP engagement.
- Structured time for visits with supervisors across gaming and dining areas, addressing issues related to VIP players.
- Maintained in-depth knowledge of high-value players and identified key guests through detailed research.
- Increased visibility on casino floor by meeting guests during individual visits and special events.
- Collaborated with fellow casino hosts to enhance service quality across departmental functions.
- Achieved over $1.6 million in gaming revenue through effective customer reactivation and relationship management.
Casino Assistance Shift Manager
Sky River Casino
Sacramento
05.2022 - 11.2023
- Oversaw all casino activities during assigned shifts, ensuring total customer satisfaction and operational efficiency
- Coordinated with various departments to maintain a smooth gaming experience
- Enforced compliance with federal and state gaming regulations
- Maintained a visible presence on the casino floor to address customer concerns and maintain security
- Managed corrective actions against individuals caught cheating
- Led and supervised subordinate staff, ensuring their day-to-day performance met department milestones and goals
Table Game Supervisor
Cache Creek Casino Resort
01.2007 - 01.2022
- Monitored table games, players, and dealers to maximize game protection (Pai Gow Tiles and Pai Gow Poker)
- Ensured strict adherence to gaming policies, rules, and procedures
- Including overseeing official documents such as W-9 and Casino Transaction Reports in compliance with regulations
- Verified and awarded jackpots and other promotional winners including managed table bankrolls and handled accounting responsibilities
- Accurately tracked the table drop and monitored player wins and table wins/losses
- Focused on providing excellent customer service
- Ensured game and asset protection, resolved conflicts, and conducted employee training
- Received numerous commendations through the 'RICH' program for exceptional work
- Provided translation services to other departments, enhancing guest interactions with Cantonese-speaking patrons
Education
Certified Casino Dealer -
Casino College of Sacramento
Sacramento, CA2000
BA - Business Management
California State University
Sacramento, CA1997
AA - Liberal Arts
Sacramento City College
Sacramento, CA1993
Skills
- Leadership and management
- Customer service excellence
- Regulatory compliance
- Security and protection
- Problem solving
- Data analysis
- Budget oversight
- Conflict resolution
- Adaptability
- Multilingual communication
- Guest satisfaction focus
- Effective communication
- Staff training and development
Languages
- Chinese (Cantonese and Madarine)
- Vietnamese (Manageable)
Timeline
Executive Casino Host
Hard Rock Hotel & Casino Sacramento
06.2024 - 05.2025
Casino Assistance Shift Manager
Sky River Casino
05.2022 - 11.2023
Table Game Supervisor
Cache Creek Casino Resort
01.2007 - 01.2022
Certified Casino Dealer -
Casino College of Sacramento
BA - Business Management
California State University
AA - Liberal Arts
Sacramento City College