I am a honest, hard working, and dedicated employee with mare than 25 years of experience of customer service in the gaming industry. In these years i have developed skills through training and experience to help communicate with customers both internal and external. I like to take a positive approach in dealing with irregularities and discrepancies for find an amicable solution to most situations. I believe in promoting a positive work environment and try and make others feel they are valued and appreciated for the work that they do. I am proficient in game security and am able determine the proper course in which to take to effective action. I work well under pressure and am able keep a level head in hectic situations.
Skills
Supporting promotions
Coordinating documents
Greeting guests
Supervising chips
Resolving complaints
Problem resolution
Basic math
Communication
People skills
Conflict resolution
Working collaboratively
Organization
Flexible
Experience
04/2004 to 08/2020
Poker Dual Rate SupervisorHard Rock Hotels And Casinos – Pittsburgh, PA,
Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
Kept all games in compliance with casino and gaming standards.
Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
Observed tables closely to spot errors and irregularities.
Coached employees on procedures, compliance requirements and performance strategies.
Moderated floor disputes to protect business assets and resolve customer service issues.
Smoothly oversaw efficient and accurate monetary transactions between house and customers.
Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
Established and enforced banks and table limits for each game type.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Prioritized and organized tasks to efficiently accomplish service goals.
04/1999 to 04/2004
Table Games Floor SupervisorNorthern Quest – Spokane, WA,
Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
Kept all games in compliance with casino and gaming standards.
Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
Observed tables closely to spot errors and irregularities.
Coached employees on procedures, compliance requirements and performance strategies.
Promoted positive guest relations by resolving disputes quickly and offering complimentary services.
Established and maintained banks and table limits for each game.
Managed overall operation of casino table games in assigned pits, including Blackjack and Poker in accordance with applicable state regulations, company policies and internal controls.
Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
Supported confidentiality of all casino trade secrets and proprietary information, including business processes, customer lists and marketing plans.
Determined appropriate number of gaming tables to open each day and scheduled staff accordingly.
Moderated floor disputes to protect business assets and resolve customer service issues.
Smoothly oversaw efficient and accurate monetary transactions between house and customers.
Evaluated workers' performance to write performance reviews.
Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
Balanced staffing by moving dealers between games and reorganizing flow to cover each table.
Established and enforced banks and table limits for each game type.
Strengthened control and monitoring systems to keep games in full compliance with [Type] and [Type] regulations.
Compiled summary sheets for gaming events to record amounts wagered and paid for each shift.
07/1995 to 04/1999
Blackjack DealerHo-Chunk Gaming Wisconsin Dells – City, STATE,
Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
Calmed down angry guests or patrons using skills in active listening and positive engagement.
Explained game and casino rules to guests.
Welcomed customers to blackjack table.
Observed casino floor and blackjack table for suspicious activity.
Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
Explained rules, took bets, and delivered payouts to facilitate movement of games.
Provided gambling chips and coin money in exchange for legal currency for players to join in games.
Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
Achieved minimum complement of players at tables by participating in short-handed games.
Maintained enjoyable environment by entertaining and engaging players at tables.
Performed functional game duties quickly by efficiently handling money and chips.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Prioritized and organized tasks to efficiently accomplish service goals.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Education and Training
Expected in 11/1992
Diploma: Auto And Diesel Mechanics Universal Technical Institute - Glendale Heights, IL, GPA:
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