Service Delivery Experts

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About Us

 

Our leadership team has earned a unique reputation from our experience as senior executives within the Gaming & Hospitality Industry over the last 25 years. Results included significantly improving the quality of service delivery for a variety of properties that resulted in higher customer satisfaction, employee retention and overall financial performance.  We focus on the unbroken connection between service-profit chain culture that starts with employee engagement that directly leads to sustainable customer satisfaction.

Frank Oppenheim

Chairman and Chief Executive Officer

Frank Oppenheim has over 25 years in gaming and hospitality experience  in just about every position in the industry —having worked his way from front line employee to general manager. His diverse set of experiences give him a unique understanding of what it takes to deliver exceptional customer experiences.

Frank was a recipient of Harrah’s prestigious “Chairman’s Award for Best Team Results,” for his leadership in exceeding customer satisfaction expectations during his time as property customer satisfaction assurance director at Harrah’s St. Louis.  During his time with Harrah’s Entertainment, Frank created and lead enterprise-level initiatives that included Slot Service Dispatch System, Automated Beverage Delivery System and Marketing at the Slots platform.  In all capacities, both in operations and in advisory roles Frank has worked with over 30 different casino & hospitality properties throughout his career.

A co-founder of Metavallo, Frank utilizes his expansive subject matter expertise to lead a design and development team in creating a suite of powerful solutions which combine best demonstrated practices with cutting edge technology.  

Darrell Luery

Vice Chairman

Darrell Luery is the former president and CEO of the combined Bally’s and Paris Casino Resorts in Las Vegas. He conceived and developed the adjoining Paris Resort, which produced the highest ROI of any new Las Vegas Resort, and became the city’s most visited attraction.  He previously served as the corporate vice president of worldwide marketing for Holiday Inns, Inc., where he achieved a four-fold increase in revenues in three years. He then assumed the position of senior vice president of its Harrah’s gaming division.

It is estimated, in the last decade, he has helped transform at least a dozen businesses into star performers, earning high accolades for the CEO as well as himself. Among them are a Scottsdale-based, national hotel management company, a worldwide online education company, a drive-thru coffee house company, a real estate development company and numerous tribal resorts.

He was educated at The George Washington University and Harvard Business School.

Philippe Khouri

Chief Operating Officer

Philippe Khouri has been a part of the gaming industry for over 18 years.  Starting his career in Las Vegas with Harrah’s Entertainment as a President’s Associate, Philippe moved from Manager through Vice President at several properties including locations in San Diego, St. Louis, and Atlantic City.  In 2008 he took on the role of Vice President of Operations at Harrah’s Joliet where he oversaw all gaming operations as well as Hotel and Food and Beverage. Joining Penn National as the Assistant General Manager at Hollywood Casino Lawrenceburg, Indiana, Philippe was instrumental in bettering customer service and employee engagement while repurposing and downsizing the gaming floor.  Khouri then became General Manger at Argosy Casino Alton (St. Louis area) where he led his property to some of the highest growth figures in customer service and employee engagement throughout Penn National while simultaneously revamping gaming revenue growth through enhanced product merchandizing and marketing initiatives.  In 2015, Philippe went on to become General Manager of the Tropicana on the Las Vegas strip where he successfully executed a $30 million capital spend to revamp restaurants, reconfigure the gaming floor to the Penn Loyalty card system, and upgrade gaming product on the casino floor.

Philippe’s academic credentials include a bachelor’s degree in Arts and Sciences with a major in Economics from Rollins College and a Master of Business Administration from both Cornell University and Queen’s University (Kingston, Ontario).

Louis Rosa

Chief Financial Officer

Lou is a seasoned hospitality executive with 30 years of executive gaming experience in various Finance and Operational capacities.  Lou’s Career has taught him that people drive results.  Accordingly, his strategic business view involves building solid relationships with customers and employees alike.  As a CPA, Lou has strong analytical and control environment skills focusing teams to evaluate the business, solve problems and drive results.  Lou has brought this skill set to Metavallo as a co-founder to create innovative, value-oriented software solutions based on easy to use, efficient, effective web based / smart device applications.  His mission is to make his client’s businesses thrive.

Our Development Team

Metavallo partners with a highly talented team of developers who are closely alligned with our subject matter experts to create The Customer Service Ecosystem. Our technology professionals have extensive experience across many business channels and will coordinate with your team to customize our products to fit your specific needs.