Guestpath Master Trainer Resume Example Delaware North Companies

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 CompaniesMay 2013 to CurrentGuestPath 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 GamingMarch 2009 to CurrentExecutive 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 HotelDecember 2008 to December 2009Table 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 MetropolisDecember 2007 to December 2008Table 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 LinesDecember 2006 to December 2007Casino 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 TunicaJuly 2006 to December 2006Casino 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 thefloor Trained employees to procedures for dealing craps and roulette.

FedEx ExpressJuly 2004 to July 2006Ramp 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 HotelApril 1999 to November 2003Casino 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 School1994Southaven, 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

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

GuestPath Master Trainer Resume Example

Resume Score: 90%

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