Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Marco Isernia

Montreal

Summary

Dynamic and results-driven professional with a proven track record in sales and customer relations, most notably as an Executive Casino Host at Playground. Expert in cultivating high-value client relationships and delivering exceptional guest experiences, leading to substantial increases in gaming revenue through strategic engagement initiatives. Recognized for collaborative networking, effective communication, and a team-oriented approach that consistently exceeds performance goals and drives measurable results.

Overview

13
13
years of professional experience

Work History

Executive Casino Host

Playground
09.2023 - Current
  • Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
  • Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
  • Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
  • Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
  • Monitored expenses, budgets and accounts to identify discrepancies.
  • Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
  • Interviewed, hired and trained new gambling floor workers.
  • Achieved gaming revenue of $200,000 by effectively reactivating, developing and maintaining customers.
  • Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
  • Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
  • Assisted in the planning and execution of exclusive events for VIP clientele, resulting in increased guest engagement and loyalty.
  • Provided ongoing support and assistance to other casino hosts as required, fostering a collaborative work environment focused on delivering exceptional service quality across all functions within the department.
  • Contributed significantly towards increasing profitability through active participation in the initial planning and execution stages of various revenue-generating initiatives within the department.

Regional Merchandising Manager

Mobilia
08.2019 - 08.2023
  • Provided expert guidance on inventory management, reducing stock discrepancies and enhancing overall stock control across the region.
  • Implemented targeted marketing campaigns within the region, leading to increased brand awareness and consumer interest in featured products.
  • Increased regional sales by implementing effective merchandising strategies and fostering strong relationships with store managers.
  • Leveraged advanced analytics tools to create insightful reports on regional performance metrics that informed future strategy decisions.
  • Developed comprehensive training programs for new hires, ensuring a consistent understanding of company policies and procedures.
  • Managed vendor relationships effectively, negotiating favorable terms that benefited both parties and contributed to long-term partnerships.
  • Assisted underperforming stores by providing hands-on support and tailored action plans, leading to marked improvements in their overall performance.
  • Analyzed sales data regularly to identify opportunities for improvement in merchandise assortment and pricing strategies.
  • Collaborated with cross-functional teams to develop innovative retail solutions, achieving increased sales performance across multiple product categories.
  • Optimized product placement within stores, resulting in enhanced customer experiences and higher conversion rates.

Merchandising Manager

H&M
02.2015 - 08.2019
  • Implemented innovative visual displays that captured attention and boosted sales significantly.
  • Trained and supervised merchandising team members in best practices, improving overall performance.
  • Evaluated merchandise assortment regularly to ensure alignment with consumer preferences and demands.
  • Increased sales by developing and implementing successful merchandising strategies.
  • Collaborated with marketing department to develop effective advertising materials that showcased featured products attractively.
  • Managed inventory levels effectively to minimize stock shortages and overstocks.
  • Established a culture of excellence within the merchandising team through coaching, mentoring, and goal setting.
  • Established monthly goals and communicated performance expectations during team meetings to optimize sales.
  • Completed monthly profit and loss performance reports.
  • Established sales quotas and explained performance expectations in routine meetings to optimize sales and customer service.

Sales Manager

Bestseller
07.2012 - 02.2015
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
  • Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Education

Dec - Sales Operation / Management

Courses
01-2022

DEC - Fashion Marketing

Lasalle College
Montreal
07-2007

High School Diploma -

Lester B. Pearson
Montreal, QC
07-2002

Skills

  • Demonstrated success in sales
  • Experienced in customer relations
  • Consumer engagement initiatives
  • Commitment to guest experience
  • Clear interpersonal communication
  • Collaborative networking abilities

Accomplishments

As a dedicated Casino Host and experienced Sales Professional, I have consistently demonstrated a strong commitment to excellence, customer engagement, and target-driven performance. My passion for hospitality and sales has allowed me to build lasting relationships with clients while exceeding expectations and contributing positively to team goals. Through a focused and strategic approach, I have consistently delivered results while maintaining a strong reputation as a collaborative and dependable team player.


  • Built and maintained strong relationships with high-value players, ensuring a personalized and memorable guest experience that fostered loyalty and repeat business.


Languages

French
Native or Bilingual
English
Native or Bilingual
Italian
Professional Working
Spanish
Professional Working

Timeline

Executive Casino Host

Playground
09.2023 - Current

Regional Merchandising Manager

Mobilia
08.2019 - 08.2023

Merchandising Manager

H&M
02.2015 - 08.2019

Sales Manager

Bestseller
07.2012 - 02.2015

Dec - Sales Operation / Management

Courses

DEC - Fashion Marketing

Lasalle College

High School Diploma -

Lester B. Pearson

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Marco Isernia