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High-energy and creative executive with the proven ability to positively impact the experiences of both internal and external stakeholders.Acknowledged by frontline employees and senior management for uniting departments in the spirit of staying true to the property’s vision and achieving its mission.  Leadership was recognized for triggering and maintaining a marked improvement in property morale during periods of hardship and uncertainty, as well as for spearheading initiatives designed to stimulate continuous improvement without incurring additional costs.Performance-driven leader with the talent and passion to inspire and motivate.

Work experience

Jul 2006Dec 2008

Director, Customer Satisfaction Assurance

Harrah's Entertainment | Caesars Palace

Gained distinction as a stalwart professional with the ability to think strategically, identify “waste” in the business, develop solutions to difficult problems, inspire staff at every organizational level (across all functional areas), lead change, and act as advocate to internal and external customers.Selected numerous times to lead task force teams at other Harrah’s Entertainment properties in an effort to help these groups breakthrough performance plateaus.

  • Optimizing the Experience – Responsible for developing, implementing, executing, measuring, and enhancing service culture, service process, and labor effectiveness for the entire property.Achieved success with the use of basic Lean Six Sigma tools, statistical reporting, customer surveys, third party mystery shopping, support from Planning and Analysis, real-time tandem assessments with department leadership, creating service standards, establishing service level agreements, developing union-compliant performance programs, and by engaging teams in interactive training sessions.
  • Creation of Synergies – Acted as a consultant to identify and ensure synergies across operations, marketing, training, and human resources.
  • Training and Internal Communications – Developed training curricula for management and line-level employees.Facilitated training activities for all Harrah’s Entertainment properties in Las Vegas.Redefined internal communications by integrating digital channels into the mix.
  • High Level Management – Reported directly to the President.Member of the Executive Committee (Senior Staff).Involved in dialogue and contributed to decisions concerning capital projects, property staffing, collective bargaining agreements, marketing efforts, policy changes, and strategy in general.

Positions also held: Acting Director of Customer Satisfaction Assurance, Manager of Customer Satisfaction Assurance

Feb 2003Jul 2006

Manager, CSA Shared Services

Harrah's Entertainment | Las Vegas Region

Tapped by the Division VP of CSA to develop and lead a new and unprecedented regional department.From concept to completion, managed every aspect of the department’s creation.CSA Shared Services provides support to eight casino hotels in Las Vegas and three casino hotels in Northern Nevada.Areas of support include but are not limited to full administration of customer email, standard and proprietary data reporting, and training assistance.

  • Innovation – Worked with property management to pioneer practices that are still in use across the company today.

Position also held: CSA Supervisor (in charge of all pre-2005 Las Vegas Region properties)

May 1999Feb 2003

Hotel Manager

Harrah's Entertainment | The Rio All-Suite Hotel and Casino

Began as a Front Desk Agent and, despite no previous experience, quickly achieved mastery of hotel operations.Promoted four times in two years to eventually become Hotel Manager.Responsible for managing the day-to-day operations of the Front Office including Bell, Valet, Baggage, Door, Business Center, Room Inventory, and Phone Center staff.Technical prowess and business acumen garnered recognition from corporate leadership, which led to Super User and Development Team appointments.

  • Productivity Improvement – Increased measured performance by 14% through needs assessments and systematic coaching.
  • Operational Excellence – Maintained ratings for labor effectiveness within the optimal range of 98%-102%.Consistently exceeded budget expectations.
Positions also held: Assistant Hotel Manager, Front Desk Supervisor, Room Inventory Management Clerk, Front Desk Agent


Aug 1995May 2006

Bachelor of Science

University of Nevada | Las Vegas

  • Guest Speaker and Mentor for the UNLV William F. Harrah College of Hotel Administration
  • Actively Participated in Various Recruitment Events


Sarah Cranston

"Radley is a wonderful colleague, manager, resource and, to be fair, an overall joyous personality to have on your team. I worked with him when I was brand new in the industry and needed to come up the learning curve quickly. He took the time to talk to me about the specific project I was working on and then provided me with all the data I needed in order to reach my goal. When I had more questions, he seemingly effortlessly made time in his day, even though I knew he was incredibly busy with his own projects and long hours. I highly recommend Radley as someone you want on your team, and I hope that our paths cross again."


Wanda Chan

"Radley was in charge of Room Inventory in the 2600-room Rio All-Suite Hotel and Casino where I was the Director of Hotel Operations. He diligently worked through the ranks at the Front Office and was later promoted to Hotel Manager. Radley was detail oriented, organized, a quick learner, and a responsible and very dependable team player. He has a bright personality and a positive, can-do attitude. It was a pleasure working with Radley. I have no doubt that he will succeed in whatever he sets his heart to achieve."


Gary Selesner

"Radley is a dedicated leisure industry professional, a tireless worker, well-spoken, and a genuinely caring individual. In his last position at Caesars Palace, he headed customer service for the entire property. In this role he skillfully made presentations about the status of customer service, and worked hand-in- hand with corporate, property department heads, and rank and file employees to improve service processes and scores. He was well-liked and respected, and was highly successful in this job. He was similarly successful at other stages in his career. I personally recommend him as someone who can be counted on to make a difference in an organization."


Dallisa Hocking

"Radley was a creative force at Caesars Palace. He was a great asset (in terms of) assisting me with writing materials for a video show, as well as the actual production, editing, and lighting. He took a vision and made it come to life. Radley's writing skills encompass outstanding creativity, while writing to the audience. It is rare to see someone who is very bright with numbers and analyzing and also able to tap in to creative brilliance."


Michael Karr

"Radley is a focused and highly engaging leader who has shown a keen ability to educate, train, and inspire change in the most challenging organizations. Radley will make any team stronger with his diverse background and knowledge in operations and customer service."