Adeel Hassan
Yonkers,NY
Summary
Dynamic professional with over 19 years of experience managing and serving patrons in a casino environment, specializing as an Senior manager for slot operations. Proven expertise in team management, organization, and customer service, complemented by a confident and assertive leadership style. Committed to overseeing profitable gaming operations while ensuring compliance with all commission regulations. Strong focus on enhancing the patron experience and driving operational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager Slot Operations
MGM Resorts
12.2024 - Current
- Ensured slot operations complied with State Gaming Commission regulations, internal controls, and responsible gaming requirements.
- Supported slot revenue optimization through machine configuration analysis, floor adjustments, and promotional execution.
- Delivered exceptional guest service to all patrons, ensuring a superior experience for both high-profile guests and first-time visitors.
- Designed and implemented a comprehensive Guest Service Training and Rewards Program aimed at elevating customer satisfaction and employee engagement.
- Developed a complete training program for new employees covering departmental policies, procedures, and guest service standards.
- Recruited, trained, and managed a team of 55 slot floor attendants and 11 Shift managers, overseeing all aspects of staffing including interviewing, hiring, and performance management.
- Oversaw machine reconfigurations, renumbering initiatives, and weekly gaming floor updates to maintain operational efficiency and compliance.
- Authored and implemented a formal Policy and Procedure Training Module for new hires and created an ongoing refresher course for current employees.
- Created and managed daily and weekly zone schedules for attendants and supervisory staff to ensure optimal floor coverage.
- Organized and supervised major promotional events, including vehicle and cruise giveaways, slot tournaments, and other large-scale player engagement activities.
- Collaborated with union representatives to negotiate employee disciplinary matters, maintaining fairness and consistency.
- Utilized Microsoft Excel to develop advanced spreadsheets and documentation tools to support accurate data tracking and reporting.
Slot Shift Manager
MGM Resorts International
12.2014 - 12.2024
- Managed daily operations of all slot machines and supervised slot floor staff to ensure efficient and compliant casino operations.
- Reviewed shift performance and operational reports, making recommendations to improve efficiency and enhance customer service.
- Resolved customer disputes related to slot machine functionality and service concerns in a professional and guest-focused manner.
- Provided leadership, direction, and support to the slot operations team to maintain high performance and service standards.
- Assisted in the supervision of overall slot department operations, including staffing, floor coverage, and machine performance.
- Ensured continuous compliance with internal controls, company policies, departmental procedures, and State Gaming Commission regulations.
- Participated in regular management meetings, contributing ideas for continuous improvement across casino operations.
- Increased operational efficiency by monitoring, analyzing, and adjusting the configuration and placement of gaming machines on the casino floor.
Slot Supervisor
MGM Resorts International
10.2010 - 12.2014
- Oversaw the daily operations of all slot machines and supervised slot floor staff to ensure smooth, efficient casino operations.
- Reviewed shift performance and operational reports, identifying opportunities to improve efficiency, machine uptime, and overall guest satisfaction.
- Resolved customer disputes related to slot machine performance and service issues in a professional, guest-focused manner.
- Provided leadership, coaching, and direction to the slot operations team to maintain high service standards and productivity.
- Assisted in the supervision and coordination of overall slot department operations, including staffing and floor coverage.
- Ensured strict compliance with internal controls, company policies, and State Gaming Commission regulations at all times.
- Supported a culture of compliance, accountability, and exceptional customer service across the slot department.
- Managed inventory levels of gaming tokens, cash, and supplies to maintain smooth operations on the casino floor.
- Developed strong working relationships with vendors, suppliers, manufacturers, and industry professionals to stay informed about emerging trends in the gaming sector.
VGM Attendant
Empire City Casino
07.2007 - 10.2010
- Provided attentive guest service on the casino floor by assisting players with slot machine operation, payouts, and general inquiries.
- Monitored slot machines for proper functionality, promptly identifying and reporting malfunctions to minimize downtime.
- Processed jackpots, hand pays, and ticket transactions accurately while following internal controls and gaming regulations.
- Resolved guest concerns and minor disputes in a courteous and professional manner to ensure a positive gaming experience.
- Maintained compliance with company policies, internal controls, and State Gaming Commission regulations at all times.
- Communicated effectively with slot technicians, supervisors, and security to support smooth floor operations.
- Promoted a clean, safe, and welcoming casino environment through consistent floor awareness and guest interaction.
Education
Bachelor of Science - Pre-Medical
City College of New York
New York (City), NY06-2009
Skills
HIGHLIGHTS
Communication Skills
Detail Orientated
Organizational Skills
Team Player
Bilingual: English,Urdu,Punjabi,Hindi
Training
Safety Minded
Observation Skills
Leadership Skills
Customer Service
Microsoft Word
Microsoft Excel
Teams
Accomplishments
Nominated for Manager of the Quarter (2023) in recognition of strong leadership, performance excellence, and positive team impact.
Recipient of the Manager of the Quarter Award (Q2 2025), honoring outstanding leadership, operational excellence, and sustained team performance.
Completed a six-month cross-department program, gaining comprehensive exposure to overall casino operations and strengthening interdepartmental collaboration.
Certification
- GameSense Advisor Certification – MGM Resorts
- TIPS® Certification (Training for Intervention Procedures)
- State Gaming License – Active
- Responsible Gaming Certification.
- Title 31 Anti–Money Laundering (AML) Training
- Slot Systems Operations Training (IGT / Aristocrat / Scientific Games)
- MGM Resorts University Leadership & Compliance Training
Timeline
Senior Manager Slot Operations
MGM Resorts
12.2024 - Current
Slot Shift Manager
MGM Resorts International
12.2014 - 12.2024
Slot Supervisor
MGM Resorts International
10.2010 - 12.2014
VGM Attendant
Empire City Casino
07.2007 - 10.2010
Bachelor of Science - Pre-Medical
City College of New York