Christopher Hoffman
Ogilvie,MN
Summary
Dynamic Cage Shift Supervisor at Grand Casino Hinckley with proven expertise in cash handling and staff training. Enhanced operational efficiency through process improvements, achieving significant reductions in wait times. Recognized for exceptional customer service and conflict resolution skills, fostering positive guest experiences in high-pressure environments. Committed to regulatory compliance and team development. The MLCV's Core Values have been used by me throughout out my entire life and career and they have shaped me into the man I am today.
Overview
28
28
years of professional experience
Work History
Cage Shift Supervisor
Grand Casino Hinckley
05.1998 - Current
- Supervised daily operations of cage department, ensuring compliance with gaming regulations.
- Trained and mentored team members on cash handling procedures and customer service standards.
- Monitored financial transactions for accuracy, resolving discrepancies efficiently.
- Implemented process improvements to enhance cash flow management and reduce wait times.
- Collaborated with management to develop training materials for new employees.
- Addressed customer inquiries and concerns, fostering positive guest experiences in high-pressure situations.
- Hired, trained, motivated, evaluated and supervised staff and offered guidance and resources to accomplish job and department objectives.
- Monitored and coordinated activities of cage personnel to maintain integrity of cage funds.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
- Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions.
- Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
- Observed and monitored status and cash inventory levels of ticket redemption kiosk machines to support maximum performance and availability to casino guests.
- Reduced errors and discrepancies by regularly conducting audits of cage cashier transactions, records, and reports.
- Established credibility as a reliable point of contact for both senior management and subordinate staff members regarding cage-related queries or concerns.
- Provided comprehensive training for new employees, ensuring consistent adherence to best practices in the cage operations.
- Managed cashiers'' breaks effectively, ensuring adequate coverage during peak hours without compromising efficiency or customer service quality.
- Collaborated closely with other department supervisors to facilitate seamless coordination between various casino operations areas.
- Resolved customer disputes efficiently and professionally, resulting in high levels of customer satisfaction.
- Facilitated smooth shift transitions by effectively managing cage operations during changeover periods.
- Ensured accurate documentation of all transactions by diligently supervising cashiers and verifying cash handling procedures.
- Promoted teamwork among staff members through regular communication, collaboration, and problem-solving initiatives.
- Identified opportunities for improvement in day-to-day operations by proactively seeking feedback from team members and evaluating the effectiveness of current processes.
- Contributed to a positive corporate image by maintaining a professional demeanor at all times, treating customers and staff with respect and courtesy.
- Demonstrated strong attention to detail by meticulously reviewing transactions for accuracy, ensuring compliance with all relevant regulations and policies.
- Contributed to a positive work atmosphere by displaying strong leadership qualities while fostering professional growth within the team.
- Enhanced operational efficiency by implementing and maintaining strict inventory controls for cage cash and assets.
- Streamlined daily processes by developing improved record-keeping systems for financial transactions within the casino environment.
- Maintained a secure environment by enforcing company policies, gaming regulations, and internal controls related to the cage area.
- Reconciled daily summaries of transactions and accurately counted funds to balance books using Software.
- Utilized accurate exchange rates to redeem foreign currencies.
- Assisted guests with credit card advances, chip cash-outs and check cashing.
- Trained, supervised and evaluated workers.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Performed paperwork required for monetary transactions.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
- Handled currency conversions into correct combinations of bills and coins to serve casino patron needs.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Recorded specifics of machine malfunctions for delegation to maintenance and repair personnel.
- Monitored patrons for signs of compulsive gambling.
- Enforced safety rules and reported or remove safety hazards as well as underage, intoxicated or disruptive guests.
- Maintained and updated department SICS.
- Investigated all variances and made attempts to recover funds.
- Worked with Accounting personnel to balance Kiosk's, JP Machines, and Currency Recycler's to ensure accuracy.
- Worked to build strong relationships with other departments throughout the casino.
- Supported fellow Managment within and outside the department.
- Developed many spreadsheets and processes that are still used in the day to day operations in the Cage.
- Actively worked to develope Associates professionally and at times with their personal development when requested.
- Worked with the Cage Mechanic and outside vendors to identify and resolve previously unexperienced machine failures.
- I oversaw the installation and rollout of the Currency Recyclers when they were first purchased by the company.
- Worked to build lasting relationships with our guests.
Education
High School Diploma -
Ogilvie Public Schools
OgilvieSkills
- Motivational skills
- Cash handling expertise
- Banking procedures
- Security protocols
- Policy enforcement
- Cashier supervision
- Casino regulations compliance
- Staff training and development
- Regulatory compliance
- Casino operations
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Team leadership
- Team collaboration
- Team motivation
- Active listening
- Adaptability and flexibility
- Cash handling
- Relationship building
- Employee supervision
- Team building
- Public relations
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Self motivation
- Operations management
- Goal setting
- Customer complaint resolution
- Professionalism
- Staff training
- Continuous improvement
- Adaptability
- Written communication
- Currency exchanges
- Customer retention
- Personnel management
- Project management
- Workflow coordination
- Rules enforcement
- Crisis management
- Professional demeanor
- Problem-solving aptitude
- Employee performance evaluation
- Process improvement
- Operations monitoring
- Currency exchange
- Change management
- Personnel training
- Analytical skills
- Performance evaluation
- Activity monitoring
- Interpersonal communication
- Computer literacy (especially Excel)
- Task prioritization
- Decision-making
- Multitasking Abilities
- Stress management techniques
Accomplishments
I was awarded the Leader of the Year award in 2024.
Timeline
Cage Shift Supervisor
Grand Casino Hinckley
05.1998 - Current
High School Diploma -
Ogilvie Public Schools