Casino Operations Manager Resume Example Penn National Gaming

CASINO OPERATIONS MANAGER

Professional Summary

Accomplished Casino Operations Manager professional with 32 years of career progression in Bingo Operations and Casino Management operations. Proven effective leader skilled in development and oversight of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Focused and meticulous in all financial and regulatory compliance objectives to strategically plan and execute budgets, forecasts, cost-reduction techniques and safety initiatives. Outstanding communicator with English fluency and well-versed in employee, vendor and partner relations.

Skills

Coordinating Site Operations
Managerial Finance
Policies and Procedures Implementation
Cost Reduction Strategies
Budgeting and forecasting
Budgeting
Business Development

Business administration
Financial Management
Staff Management
Work flow planning
Relationship Development
Radio and Scanner Operations

Work History

Casino Operations Manager, 08/2004 to 11/2020
Penn National Gaming – Toledo , OH

Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Partnered with vendors and suppliers to effectively manage and budget for over $500,000.00 in inventory.
Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
Reduced average contract expenses by 65% through aggressive negotiations with vendors.
Implemented policies and standard operating procedures for continuous improvement.
Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 4 Management team members with related direct reports.
Evaluated upcoming program plans to forecast expected resource needs.
Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
Devised, deployed and monitored processes to boost long-term business success and increase profit levels 63%.
Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
Interfaced with 10 department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
Uncovered connections between data elements and processes, employees and business structures.
Reduced receiving dock errors by conducting time analysis and best business practices.
Improved distribution efficiency with design, development and testing of embedded software applications.
Streamlined and enhanced corporate accounting and operations system by initiating key workflows.
Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques.
Planned and resourced personnel and logistics for 15 operations component exercises resulting in 108 personnel trained to act quickly in critical roles.
Monitored employee productivity and optimized procedures to reduce costs 45%.
Advanced productivity KPIs by leading trainings on procedures and safety practices.
Developed strong relations with company associates, reducing turnover by 97% within Four years.
Maintained 95% of equipment at operational readiness annually.
Increased profit margin 74% by successfully negotiating development costs with overseas vendors and supplies.
Managed capital funding requests of up to $7 million from project approval to project closeout.
Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
Directed activities and initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
Merged over 32 acquisitions through effective management of due diligence efforts.
Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages.
Brought in more than 65 new Administrative staff and handled all training, mentoring and direction to maximize productivity.
Forged and cultivated productive relationships with community members and potential partners.
Investigated and resolved departmental non-conformances, reducing total non-conformance traffic by 68%.
Helped build and review master service agreements for work eligibility.
Optimized returns and investments by effectively managing and directing distribution operations.
Verified compliance with best business practices throughout organization.
Built relationships with customers and managed accounts to drive revenue and profit.
Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
Oversaw day-to-day operations, including supervising 108-person team across 2 sites.
Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks.
Accelerated efficiency of operations by controlling budgets, overseeing customer accounts, managing scheduling and driving meetings.
Managed and allocated staff and material resources to meet production goals.
Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
Restocked inventory to sustain par levels and produced quarterly inventory audits and calculated, updated and presented reports.
Organized preventive maintenance to reduce downtime and line shutdown or production delays.
Documented safety action plans, quality initiatives, and team performance in Company built tracking system.
Maximized productivity and management systems by establishing specific goals and managing operations.
Built, supervised and mentored 19 teams and leaders in receiving and inbound operations.
Represented company to vendors, municipal customers and other external guests.
Routinely increased ROI for partnering facilities by using analytics and budgeting processes.
Worked in matrix management environment with oversight of division level Managers, operations, sales, finance, Human Resources, safety and compliance.
Enhanced slot control of freight in warehouse by optimizing organization efforts.
Implemented processes that simplified procedures and reduced average processing time by 1 1/2 hours for 67% of customers annually.
Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
Maintained constructive client and vendor relationships.
Established positive and effective communication among unit staff and organization leadership, reducing misunderstandings and late tasks by 70%.
Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.
Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
Developed project management roadmap to define project objectives, timelines and milestones.
Collaborated with IT and business teams to develop and enhance architecture in order to better track business KPIs.
Spearheaded quality control measures to minimize downtime and propel sales.
Spearheaded department training for appraisals of new components.
Developed organization systems for sales reports and financial records and strengthened operational traceability and operational efficiencies.
Generated comprehensive reports regarding incidents, events and important business matters.
Maximized profits by reducing waste in payroll administration 64% weekly and increased sales 76% with up-selling techniques.
Formulated processes that enabled team to improve assistance to support groups, resulting in reduction of down time and financial loss.
Implemented ticket tracking system and worked with Information Technology team to create customized system for improved tracking and logging of work issues.
Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
Oversaw and improved Operations supply deliveries worth over $300,000.00 Per year through efficient coordination of daily operations.
Executed physical relocation of Slot Operations facility, including design of floorplan, wiring and furnishing placement while maintaining transitional efficiency.
Established operational objectives and work plans and delegated assignments to subordinate Managers.
Increased response to unit reports from 49% to 76% in first year and challenged management to quickly respond to and act on reports.
Responded to events, including network outages and issues related to circuits, websites, vendors and telecoms.
Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 145+-member Management team with related direct reports.
Evaluated upcoming program plans to forecast expected resource needs.
Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Eased team transitions and new employee orientation through effective training and development.
Created and implemented aggressive action plan to address pressing cost control needs.
Drafted invoices for completed work.
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Trained and guided team members to maintain high productivity and performance metrics.
Reduced operational risks while organizing data to forecast performance trends.
Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
Devised processes to boost long-term business success and increase profit levels.
Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
Identified and resolved unauthorized, unsafe or ineffective practices.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
Reviewed shift reports to understand current numbers and trends.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Partnered with vendors and suppliers to effectively manage and budget.
Coordinated leadership workshops to educate team members on best practices to optimize productivity.
Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Directed strategic workforce planning, performance management, and benefits administration.
Raised property accuracy and accountability by creating new automated tracking method.
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Slot Manager, 05/2002 to 08/2004
Tachi Palace Casino – City , STATE

Eliminated customer service issues by quickly resolving disputes and correcting problems.
Boosted customer loyalty by offering consistent gaming standards and closely controlling dealers.
Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
Efficiently managed accurate money transfers and protected transactions with standardized procedures.
Minimized losses by setting and enforcing bank levels and table limits by game type.
Enhanced control systems and monitoring procedures to maintain game compliance with Gaming standards.
Watched gamblers on floor to isolate cheaters by identifying behaviors such as counting or marking cards.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Increased customer satisfaction by resolving concern and disputes issues.
Led Slot team in delivery of System Upgrading project, resulting in less down time.
Handled 10 calls per week to address customer inquiries and concerns.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Maintained excellent attendance record, consistently arriving to work on time.
Monitored social media and online sources for industry trends.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Developed team communications and information for Team Building meetings.
Saved $150,000.00 by implementing cost-saving initiatives that addressed long-standing problems.
Drove operational improvements which resulted in savings and improved profit margins.
Resolved Cash In - Cash Out problems, improved operations and provided exceptional client support.
Worked with Internal customers to understand needs and provide quicker timed service.
Transported Food , Drink and Jackpot Payouts to customer locations with quicker timeframes.
Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Coordinated staff schedules, rotations and breaks.
Maintained customer loyalty to casino with expert and immediate handling of complaints.
Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
Kept games fair by proactively identifying and removing suspected cheaters.
Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
Interpreted and enforced rules for gameplay and betting limits.
Stayed current on changing tricks and techniques used by players of each game.
Monitored expenses, budgets and accounts to identify discrepancies.
Interviewed, hired and trained new gambling floor workers.
Addressed customer behavior or complaints head-on to maintain smooth and professional operations.

City Council Member, 02/2003 to 11/2009
City Of Hanford – City , STATE

Used public gatherings, community events and direct relations to keep constituents happy and informed.
Presented more than 20+ speeches every month, including legislative addresses, group talks and public events.
Obtained over $300,000.00 in funding for City services region over course of 7 years.
Managed office with 7 Director staff, 1,200 fulltime staff and 300 part time and volunteers.
Developed and strengthened political partnerships to further agendas.
Developed team communications and information for City government meetings.
Increased customer satisfaction by resolving City government issues.
Maintained excellent attendance record, consistently arriving to work on time.
Resolved City government problems, improved operations and provided exceptional client support.
Worked with City Directors to understand needs and provide consistent service.
Monitored social media and online sources for industry trends.
Drove operational improvements which resulted in savings and improved profit margins.
Led City Director staff team in delivery Water Park Project project, resulting in improved services to citizens.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Handled 45 calls per month to address customer inquiries and concerns.
Drafted legislation and amendments, wrote government policies and established budgets.
Kept up with news on daily basis to stay informed about local, regional, national and international events.
Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Casino ManagementUniversity Nevada Reno - Oklahoma State University - City

Continuing education in Casino Management
Coursework in Managing Slot Operations, Surveillance Operations and Table Games Operations

Casino ManagementUniversity Nevada Las Vegas - City

Continuing education in Casino Management
Coursework in Slot Performance Analytics, System Technologies and Slot Floor Design

Slot Leadership ProgramUniversity Nevada Las Vegas - City

Continuing education in Slot Management Program
Coursework in Myth and Math of Slot Performance, Game Floor Framework and Theories and Application of Floor Design

Identifying & Preventing Fraud in Slot DepartmentUniversity Nevada Reno - City

Professional development in Slot Management
Coursework in Fraud Prevention, Surveillance and Operations Essential Skills

Casino ManagementUniversity Nevada Reno - City

Continuing education in Casino Management
Coursework in Accounting, Slot Operations and Surveillance.

General Business AdminstrationFred Pryor Seminars - City

Continuing education in Slot Management Business Course
Coursework in Business Writing for Results, Human Resources with New HR Responsibilities and Criticism, Discipline Skills, Management Conference, and Management Leadership Skliis

MIcrosoft - 2007/2010 Basics / Beyond BasicsFred Pryor Seminars - City

Continuing education in Microsoft Suite - Excel 2007 - 2010
Coursework in Basic and Beyond Basic Course, Excel 2007 and Excel 2010

Human Resources With Newly Assigned ResponsibilityFred Pryor Seminars - City

Continuing education in Human Resources - Management Series
Coursework in Code of Ethics, File Keeping and Generalized Responsibilities

High School Diploma: 06/1989
Hanford High School - City, State

Resume Overview

School Attended

University Nevada Reno - Oklahoma State University
University Nevada Las Vegas
University Nevada Reno
Fred Pryor Seminars
Hanford High School

Job Titles Held:

Casino Operations Manager
Slot Manager
City Council Member

Degrees

Casino Management
Casino Management
Slot Leadership Program
Identifying & Preventing Fraud in Slot Department
Casino Management
General Business Adminstration
MIcrosoft - 2007/2010 Basics / Beyond Basics
Human Resources With Newly Assigned Responsibility
High School Diploma : 06/1989

Casino Operations Manager Resume Example

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