Ana Castro
West Wendover
Summary
Dedicated Slot Shift Manager recognized for effective problem-solving and exceptional customer service. Experienced in employee training and scheduling, ensuring optimal operations and guest satisfaction. Prepared to leverage skills to drive operational excellence.
Overview
8
8
years of professional experience
Work History
Slot Shift Manager
Montego Bay Hotel & Casino
West Wendover
04.2021 - Current
- Supervised slot operations ensuring compliance with gaming regulations.
- Managed staff schedules to maintain optimal coverage on the casino floor.
- Trained new employees on slot machine operations and customer service protocols.
- Resolved guest issues promptly to enhance overall gaming experience.
- Monitored machine performance and reported technical issues for maintenance.
- Resolved customer complaints in a professional manner while adhering to company policies.
- Scheduled, trained and managed staff to ensure adequate shift coverage.
- Ensured that all safety standards were met and enforced safety policies among employees.
- Conducted periodic audits to verify accuracy of money transactions during shifts.
- Provided exceptional customer service by addressing customer complaints and resolving issues promptly.
- Resolved conflicts between patrons or employees in a professional manner.
- Resolved customer complaints and payout errors.
Guest Services Representative
Rainbow Hotel & Casino
West Wendover
08.2018 - 04.2021
- Greeting customers with a friendly welcome.
- Check in guest, verify and confirm information.
- Promptly answer phone calls, emails and any questions guest may have.
- Assisted guests with check-in and check-out processes efficiently.
- Provided information on hotel amenities and local attractions to enhance guest experience.
- Managed guest inquiries and resolved complaints promptly and professionally.
- Coordinated with housekeeping to ensure room readiness for incoming guests.
- Maintained cleanliness and organization of the front desk area at all times.
- Collaborated with team members to ensure smooth operations during peak hours.
- Delivered exceptional customer service, fostering a welcoming environment for all guests.
- Resolved guest complaints in a professional manner.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Facility Attendant
Peppermill Hotel & Casino
West Wendover
06.2017 - 07.2018
- Cleaning and maintaining facility clean.
- Restock and organize supplies.
- Great guest and answer any questions they may have.
Education
High School Diploma -
West Wendover High School
West WendoverSkills
- Bilingual
- Computer Literacy
- Responsible
- Reliable
- Punctual
- Customer complaint resolution
- Team collaboration
- Problem solving
- Effective communication
- Employee training
Timeline
Slot Shift Manager
Montego Bay Hotel & Casino
04.2021 - Current
Guest Services Representative
Rainbow Hotel & Casino
08.2018 - 04.2021
Facility Attendant
Peppermill Hotel & Casino
06.2017 - 07.2018
High School Diploma -
West Wendover High School