SEARCH

GuestPath Master Trainer Resume Example

Resume Score: 90%

Love this resume? Build Your Own Now
GUESTPATH MASTER TRAINER
Executive Profile

Ability to lead by example and adapt to a changing gaming market. Customer service background with advanced technical knowledge of casino games security including basic counting skills. Marketing background including the running of promotions and implementation of new games. Able to act and react to situations according to what is positive for business need. Training facilitator experience in: Title 31, Responsible Gaming and Customer Service Training

Skill Highlights
  • Customer service-focused
  • Operations management
  • Training and development
  • Event planning
  • Project management
  • Staff management
  • VIP services
  • Hospitality expertise
  • Operations management
  • Event planning
Professional Experience
Delaware North Companies May 2013 to Current GuestPath Master Trainer
West memp, AR
  • Assist in the roll-out of GuestPath and SERVE programs to various properties
  • Responsible for the training and certification of new facilitators in various programs
  • Mentor, train and develop new facilitators in public speaking
  • Assist in the design and implemenation of new customer service based programs
Delaware North Companies - Southland Park Gaming March 2009 to Current Executive Casino Host
West Memphis, AR
  • Building and maintaining relationships with our high end clientèle
  • Analyze guest play for complementaries in accordance to company policy
  • Getting to know guests special interests in gaming, dining and entertainment
  • Become their point person to make hotel, dinner, transportation, spa and golf reservations
  • Oversee the guest's experience from level of gaming to service level from all departments. Resolve any customer issues through service recovery if needed.
  • Organize and host off-site sporting and concert events (Memphis Grizzlies, Concerts and events at the FedEx Forum and Memphis Botanical Gardens).
  • Off-site marketing trips to establish and build new guest relationships.
MGM Goldstrike Casino and Hotel December 2008 to December 2009 Table Games Supervisor
Robinsville, MS
  • Thorough knowledge of all Pit areas.
  • Responsible for the conduct and protection of all table games in assigned areas.
  • Handling customer complaints and maintained a professional atmosphere for the guest.
  • Extensive knowledge of Title 31 rules and regulations.
  • Held a position on the employee review board.
Harrah's Metropolis December 2007 to December 2008 Table Games Pit Supervisor
Metropolis, IL
  • Held daily pre-shift meeting and conduct buzz sessions.
  • Inform employees of property and company directives.
  • Over see the daily pit operation of the casino and adjust staffing according to business need.
  • Responsible for constructive coaching and progressive discipline of team members under my direction.
  • Created employee actions plans and follow ups.
  • Interviewing and hiring of pit personnel.
Norwegian Cruise Lines December 2006 to December 2007 Casino Training Supervisor
Miami, FL
  • Conduct orientation sessions and arrange on-the-job training for new hires.
  • Conduct or arrange for ongoing technical training and personal development classes for staff.
  • Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
  • Scripted procedures for casino tournaments and trained supervisors how to operate them.
  • Produced and directed the poker room tournament training video.
Resorts Tunica July 2006 to December 2006 Casino Pit Supervisor
Robinsville, MS
  • Resorts Tunica, Tunica MS 662-363-7777 Opened and closed games to business need Maintained schedules for grave, days and swing shifts Responsible for nightly win loss reports for each game on the floor Trained employees to procedures for dealing craps and roulette.
FedEx Express July 2004 to July 2006 Ramp Agent
Memphis, TN
  • Responsible for adhering to FAA guidelines regarding security of my aircraft Calculated weight and balance on a variety of aircraft including feeder A/C Responsible for assigning team members to proper areas Member of the Safety Team Responsible for training new team members.
Horseshoe Casino and Hotel April 1999 to November 2003 Casino Games Supervisor
Robinsville, MS
  • Horseshoe Casino and Hotel, Tunica MS 800-303-7463 Monitor games in assigned area Approve cash transaction and abide by Title 31 laws Assist in ensuring MTL is accurate and complete with all necessary information Handle disputes as they arise in a professional manner.
Education
Southaven High School 1994 Southaven, MS

Element K Online 2003-2010 72 Management Based Certifications


American Council on Education 2009-2010 56 C.E.U. Credits


Graduate of Southland Park Gaming and Racing's "Southland U" Program
Additional Information
  • Employee of the Month for May 2014 with Southland Park Gaming
  • Customer Service Winner" for two quarters while with NCL
  • Supervisor of the Month" winner in Nov 2008 at Harrah's
  • Bravo Zulu Award" on two occasions for superior service at FedEx
Skills
balance, C, handle cash, coaching, Council, customer satisfaction, direction, hiring, instructor, Mentor, win, personnel, public speaking, Safety, staffing, swing, technical training, training programs, video
Build Your Own Now

Resume Overview

Companies Worked For:

  • Delaware North Companies
  • Delaware North Companies - Southland Park Gaming
  • MGM Goldstrike Casino and Hotel
  • Harrah's Metropolis
  • Norwegian Cruise Lines
  • Resorts Tunica
  • FedEx Express
  • Horseshoe Casino and Hotel

School Attended

  • Southaven High School

Job Titles Held:

  • GuestPath Master Trainer
  • Executive Casino Host
  • Table Games Supervisor
  • Table Games Pit Supervisor
  • Casino Training Supervisor
  • Casino Pit Supervisor
  • Ramp Agent
  • Casino Games Supervisor

Degrees


Advertisement

Similar Resumes

View All

Master Trainer

US Army

Homestead, Florida

Posted 1343 days ago