ASHLEY ROGERS
Cape Girardeau,MO
Summary
Vigilant and highly skilled gaming professional with strong leadership background and clear understanding of related laws, and best practices. Observe floor operations to minimize house losses, maximize security and profitability. Well-organized in supervising teams and tackling customer service issues.
Overview
19
19
years of professional experience
Work History
Table Games Supervisor
Century Casino
08.2012 - Current
- Pre-opening process
- Completed phone interviews for both experienced and non-experienced potential personnel
- Panel member for group interviews
- Conducted auditions for potential personnel
- Assisted management team with establishing departmental policies and procedures
- Assisted with pit table organization
- Applied table layouts, signage, hardware
- Assisted pit/cage management with initial shipments
- Wrote/carried out/proctored pre-opening mock casino scenarios
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Taught multiple successful dealer training classes and mentored new supervisors.
- Monitored chips purchases, table inventories and player win ratios.
- Oversaw area games to maintain security and compliance.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Trained, supervised and evaluated workers.
- Performed paperwork required for monetary transactions.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Enforced safety rules and reported or remove safety hazards as well as underage, intoxicated or disruptive guests.
- Monitored patrons for signs of compulsive gambling.
- Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
- Monitored game operations to enforce house rules as well as state and federal regulations.
- Established and maintained banks and table bet limits for each supervised game.
- Watched gamblers on floor to isolate cheaters by identifying card counting or marking cards.
- Orchestrated staffing to support adequate disposition of dealers at monitored tables.
- Supervised distribution of complimentary meals, rooms and other discounted bonuses.
Table Games Supervisor
Harrah's Metropolis Casino & Hotel
07.2010 - 06.2012
- Monitor game procedures to ensure that house rules are followed, that state regulations are adhered to, and that employees provide prompt and courteous service.
- Manage daily road maps including opening/closing individual games/pits according to business volumes and staffing levels.
- Observe guests' behavior for signs of cheating; maintaining familiarity with the games offered, and with strategies and tricks used by cheaters at each type of game.
- Perform federal (CTR/SARC) and in-house (MTL) paperwork required for monetary transactions.
- Resolve customer and employee complaints.
- Greet guests and ensure customer service standards are met/exceeded.
- Monitor and verify the counting and distribution of currency and casino cheques.
- Establish and maintain banks and table limits for each game.
- Report customer-related incidents occurring in gaming areas to managers.
- Explain and interpret house rules, such as game rules and betting limits, for patrons.
- Distribute complimentary items given to players based on length of play and amount wagered.
- Evaluate employee performance and prepare written performance evaluations, both weekly and on a bi-annual basis.
- Monitor patrons for signs of compulsive gambling/intoxication and reporting incidents to managers.
- Perform routine table maintenance such as changing table layouts and servicing roulette wheels to ensure adherence to company and state regulations.
- Complete monthly dealer 'spotlights' to assess customer service skills.
- Navigate Table Touch and CMS computer systems to check rated play, comps, credit.
- Issue approved credit to guests upon request.
- Poker room tournament operation.
- Poker cash play supervision/maintenance.
- Daily use of Microsoft Office.
- Trained, supervised and evaluated workers.
Table Games Dual-Rate Dealer
Harrah's Metropolis Casino & Hotel
07.2009 - 07.2010
- Alternate based on business volume/staffing needs between supervisor and dealer.
Table Games Dealer
Harrah's Metropolis Casino & Hotel
03.2005 - 06.2009
- Successfully and proficiently learned to deal and become proficient with craps, roulette, blackjack, poker, and baccarat
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Exchange paper currency for casino cheques
- Distribute cards, and dice to patrons in accordance with game specific rules
- Pay winning or collect losing bets as established by the rules and procedures of each game
- Inspect cards and equipment to be used in games to ensure that they are in good condition
- Open and close game tables
- Complete table fills, credits, markers according to company standards
- Work as a part of a craps crew to guarantee the security, accuracy and flow of a craps game
- Answer questions about game rules, casino policies, daily promotions, and customer incentives.
Education
Art History and Sociology - Specialized course work in Art History and Sociology
Murray State University
General Studies -
Hopkinsville Community College
Skills
- High degree of leadership qualities
- Flexibility to work any shift assigned to include days, swing, grave, weekends, and holidays
- Consistently delivers highest level of customer service to guests, VIP's, and co-workers
- Able to work independently and be proactive with current and future deadlines
- Very strong interpersonal skills with impressive ability to produce results in fast-paced, dynamic environments
- Proficiency with computers/technology
- Advanced problem solving and critical thinking capacity
- Self-Directed
Accomplishments
- Departmental Training (Isle) - Successful instruction of multiple dealer schools.
- Legendary Leadership Experience (Harrah's) - A company specific course designed to prepare a new supervisor for handling employee relations.
- Basic Training Techniques (Harrah's) - A company specific course designed to assist departmental trainers working with new hires.
Career Overview
Ambitious, pragmatic, multi-task oriented leader with ten years of progressive table games experience.
References
- Lorie Cook, Casino Shift Manager, Harrah's Metropolis Casino & Hotel, (270)970-2912
- Ryan Adams, Pit Manager, Century Casino - Cape Girardeau, (660)537-3431
- Kathi Reed, Math Department, Hopkinsville High School, (270)839-1232
Timeline
Table Games Supervisor
Century Casino
08.2012 - Current
Table Games Supervisor
Harrah's Metropolis Casino & Hotel
07.2010 - 06.2012
Table Games Dual-Rate Dealer
Harrah's Metropolis Casino & Hotel
07.2009 - 07.2010
Table Games Dealer
Harrah's Metropolis Casino & Hotel
03.2005 - 06.2009
Art History and Sociology - Specialized course work in Art History and Sociology
Murray State University
General Studies -
Hopkinsville Community College