Amie Hoffman
Olathe,KS
Summary
Accomplished Table Games Floor Supervisor and Dealer at Sycuan Casino Resort, adept in surveillance monitoring and guest relations. Demonstrated leadership in mentoring new supervisors and enhancing customer experiences, leading to increased repeat business. Skilled in game knowledge and team management, significantly improved operational efficiency and team morale. Hardworking Table Games Supervisor with training in conflict resolution. Skilled at observing operations, coordinating records and satisfying guests. Results-driven and proactive with disciplined and decisive approach.
Overview
23
23
years of professional experience
Work History
Table Games Floor Supervisor
Sycuan Casino Resort
05.2019 - 08.2024
- Streamlined dealer rotation schedules for greater efficiency and improved team morale.
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Increased productivity by implementing time-saving procedures for opening/closing tables and completing necessary paperwork accurately.
- Provided exceptional guest service, resulting in repeat business and positive word-of-mouth referrals.
- Leveraged extensive knowledge of various table games to provide expert guidance on rules, strategies, and proper etiquette to both dealers and patrons alike.
- Conducted regular performance evaluations of table games staff, identifying areas for improvement and providing constructive feedback.
- Enhanced customer experiences by maintaining a professional and welcoming gaming environment.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Collaborated with management to develop floor layouts that optimized table placement and overall flow.
- Contributed to a culture of continuous improvement by regularly participating in meetings and providing valuable input on ways to enhance department operations.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
Dual Rate Table Games Dealer
Sycuan Casino Resort
09.2001 - 12.2012
- Handled high-pressure situations calmly while resolving guest disputes or discrepancies at the table games area.
- Collaborated with fellow dealers, supervisors, and pit managers to maintain seamless operations on the casino floor.
- Assisted in training new dealers to ensure consistent quality of gameplay and customer service across the entire team.
- Developed strong rapport with guests, fostering a welcoming environment and encouraging repeat visits.
- Supported marketing initiatives by participating in special events or promotions aimed at attracting new players or increasing player loyalty.
- Served as a liaison between players and management during tournaments or high-stakes events, addressing any questions or concerns promptly.
- Enhanced gaming experiences by efficiently dealing various table games and maintaining a professional demeanor.
- Contributed to increased revenue for the casino by providing exceptional service, driving positive word-of-mouth referrals among guests.
- Mastered various table games quickly through continuous learning and hands-on experience in a fast-paced gaming environment.
- Maintained an organized workspace by managing chips, cards, and other essential equipment effectively.
- Managed multiple tables simultaneously, balancing guest engagement with accurate game execution.
- Provided valuable feedback to supervisors regarding potential improvements or adjustments needed for game offerings based on guest preferences and experiences.
- Ensured timely payouts for winning bets while accurately collecting losses from losing wagers.
- Monitored game activities closely, identifying irregularities or suspicious behavior and reporting concerns to supervisors as needed.
- Maintained strict adherence to gaming regulations, ensuring fair play and preserving the integrity of each game.
- Aided in risk management efforts by keeping accurate records of substantial buy-ins, wins, and losses during gameplay.
- Adapted communication styles based on diverse guest demographics to provide personalized service within a multicultural setting.
- Promoted responsible gaming practices among guests by monitoring behaviors and intervening appropriately when necessary.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Enforced game rules to maintain fair paly and avoid disputes.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Facilitated smooth transitions between dealer shifts, maintaining uninterrupted gameplay for guests'' enjoyment.
Education
High School Diploma -
El Capitan High School
Lakeside, CASkills
- Exceptional leadership
- Game knowledge
- Team Management
- Surveillance monitoring
- Guest Relations
- Policy Enforcement
- Leading employees
- Training employees
- Recordkeeping skills
- Resolving Complaints
- Coordinating documents
- Security management
Timeline
Table Games Floor Supervisor
Sycuan Casino Resort
05.2019 - 08.2024
Dual Rate Table Games Dealer
Sycuan Casino Resort
09.2001 - 12.2012
High School Diploma -
El Capitan High School