A J Burden
Port Gibson,MS
Summary
Dynamic Operations Manager with a proven track record at Bally's Casino Hotel, excelling in team leadership and problem-solving. Enhanced customer satisfaction through innovative training programs and streamlined workflows, achieving significant operational efficiency. Skilled in managing cross-departmental initiatives and optimizing performance metrics to drive revenue growth and elevate service standards.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
Work History
Operations Manager
Bally's Casino Hotel
02.1996 - Current
- Directed daily operations, ensuring compliance with gaming regulations and customer service standards.
- Implemented training programs for staff to enhance service quality and operational efficiency.
- Analyzed guest feedback and operational metrics to identify areas for improvement.
- Coordinated cross-departmental initiatives, fostering collaboration between gaming, hospitality, and entertainment teams.
- Developed performance evaluation systems to improve staff accountability and operational effectiveness.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Streamlined operational workflows, enhancing efficiency and reducing turnaround time.
Slot Manager
Bally's Casino Hotel
02.1996 - Current
- Oversaw slot operations, ensuring compliance with gaming regulations and company policies.
- Managed scheduling and training for slot floor staff, enhancing team performance and service quality.
- Analyzed slot machine performance data to optimize game placement and increase revenue.
- Developed strategies for guest engagement, improving customer satisfaction on the slot floor.
- Provided exceptional leadership during periods of change or crisis within the department, maintaining stability amidst challenging circumstances.
- Analyzed performance data to identify areas for improvement within the slot department operations.
- Mentored junior staff on operational procedures, fostering a culture of continuous learning and improvement.
- Maintained compliance with local gaming regulations through diligent record keeping practices and adherence to established policies.
- Consistently met or exceeded departmental goals for revenue generation, player satisfaction, and operational efficiency through effective decision-making and strategic planning.
- Interviewed, hired and trained new gambling floor workers.
Beverage Manager
Bally's Hotel & Casino
03.2017 - 01.2020
- Oversaw daily operations of beverage service, ensuring exceptional guest experiences.
- Managed inventory control and ordering processes for optimal product availability.
- Trained and mentored staff on service standards and cocktails preparation techniques.
- Developed and implemented innovative beverage programs to enhance customer engagement.
Education
High School Diploma -
Hammond High School
Hammond, IN 08.1989 - 06.1992
Certificate/CDL - Professional Truck Driving
Delta Technical College
Jackson, MS 04.2023 - 06.2023
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
Accomplishments
- Supervised team of 5 staff members with 456 slot machines during a time period when we where short staffed by covering shifts and giving up my off days to give my team off days.
Languages
English
Full Professional
Timeline
Certificate/CDL - Professional Truck Driving
Delta Technical College
04.2023 - 06.2023
Beverage Manager
Bally's Hotel & Casino
03.2017 - 01.2020
Operations Manager
Bally's Casino Hotel
02.1996 - Current
Slot Manager
Bally's Casino Hotel
02.1996 - Current
High School Diploma -
Hammond High School
08.1989 - 06.1992