Professional Table Games Floor Supervisor with 33 years of experience. Sound knowledge of table games and slot machines as well as laws and regulations governing gaming operations. Results-oriented, works well under pressure and effectively manages staff. Observant and knowledgeable gaming professional with supervisory experience and in-depth understanding of applicable regulations, operational practices and typical cheating behaviors. Monitor floor operations to protect house assets and maintain effective security. Well-coordinated in managing diverse personnel and maximizing customer satisfaction. Talented with 33-year background in gambling environments. Expert in overseeing monetary transactions, coordinating supporting documentation and submitting timely reports to maintain operational transparency. Devise optimal schedules and assignments to cover all expected demands.
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- Managed overall operation of casino table games in assigned pits, including security of games and data entry of players in accordance with applicable state regulations, company policies and internal controls.
- 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.
- Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
- Promoted positive guest relations by resolving disputes quickly and offering complimentary services.
- Established and maintained banks and table limits for each game.
- Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
- Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- 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.
- Improved customer satisfaction by finding creative solutions to problems.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
- Decreased process lags by training customer service representatives and planning advanced staff development.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Explained rules, took bets, and delivered payouts to facilitate movement of games.
- Performed functional game duties quickly by efficiently handling money and chips.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Management Classes:
1. Excelling as a first time manager or supervisor.
2. Supervisor development course
3. Supervisor listening skills course
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School Attended
- ITT - Las Vegas, Nv
- Granite High School, SLC, Utah
Job Titles Held:
- Table Games Floor Supervisor
- Customer Service Manager
- Table Games Dealer
Degrees
- Some College (No Degree)
- High School Diploma
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