Serena Garrett

About Serena Garrett

Experienced Manager with a demonstrated history of working in the hospitality industry…

Experience

1. Client Experience Manager

   Caesars Entertainment

   Mar 2024 — Present

   Conduct site inspections for assigned properties or team members including initial communication and planning call with sales person, details associated with ground transportation, hotel accommodations/upgrades, customized amenities, restaurant and show reservations and any other details that would support a competitively differentiated experience for the customer(s) to help win the business. Document all aspects of the customer’s experience in Salesforce including feedback and follow up steps for the respective sales person.• Create opportunities to build stronger relationships with meetings customers by entertaining them when they are in Las Vegas on business and not necessarily tied to a site inspection. Opportunities may include hosting the guests at a meal or show • Work in conjunction with Meeting Operations to attend pre-cons, plan daily meet and greets and entertainment of customers while on-site for their programs to ensure customer expectations are exceeded in order to secure the next opportunity. Communicate feedback and follow up to the sales person in a timely manner• Assist in development and execution of key customer and industry events as assigned that take place in Las Vegas, such as IMEX, CVENT Connect and more• Effectively communicate property, competitive market and destination updates to the In-Market, Enterprise Sales and Key Accounts teams in order to drive knowledge for those representing and selling Las Vegas to meetings customers. This includes updating all resources to ensure they are easily accessible by the teams• Build strong relationships with meeting operations in order to further build knowledge of property details and deliver on customer commitments.• Utilize the CRM (Salesforce) to document all aspects of communication with the customers including site inspection plans, feedback and follow up steps from on-site experiences, preferences and more• Ensure expense reports are completed and submitted by the specific due dates

Education

• Liberty High School

  Diploma, General Education

  2007 — 2009