Christy Payne
Clyde,NC
Summary
Proven leader at Harrah's Cherokee Casino Resort, adept in enhancing guest satisfaction and streamlining operations. Skilled in problem-solving and customer service, significantly improved team productivity and reduced wait times. Demonstrates exceptional organizational skills and stress tolerance, ensuring compliance with all gaming regulations. Have been able to execute additional tasks and responsibilities assigned to me.
Overview
26
26
years of professional experience
Work History
Table Games Dealer
Harrah's Cherokee Casino Resort
09.2002 - Current
- Managed high-stress situations effectively, remaining calm under pressure while maintaining professionalism with guests.
- 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.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Monitored guest behavior for signs of intoxication or disorderly conduct, intervening when necessary to maintain a safe environment for all patrons.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Monitored game for potential security risk to protect operation and players.
- Answered players questions and resolved disputes to provide excellent customer service.
- Learned and followed company procedures to maintain consistency and standards.
- Assisted in training new dealers, sharing expert knowledge of game rules and best practices for customer service.
- Adhered to all Tribal, State and Federal gaming laws, rules and regulations
Table Games Supervisor
Harrah's Cherokee Casino Resort
10.2014 - 11.2016
- Monitored chips purchases, table inventories, and player win ratios.
- Oversaw area games to maintain security and compliance.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Trained new table games dealers for improved performance and adherence to casino policies.
- Watched closely to catch errors and notified surveillance of irregularities.
- Contributed to a positive work environment by promoting teamwork, celebrating team successes, and providing support to colleagues as needed.
- Ensured compliance with gaming regulations through vigilant supervision of dealer actions on the floor.
- Conducted regular performance evaluations of dealers, identifying areas for growth and providing constructive feedback.
- Handled escalated customer issues professionally, achieving satisfactory resolutions for all parties involved.
- Exhibited strong leadership qualities while supervising team members during busy shifts, maintaining high morale among staff members.
- Provided ongoing coaching to dealers for continuous improvement of skills and knowledge of game rules.
- 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.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
Dual Rate Operations Supervisor
Harrahs Cherokee Casino and Resort
04.2002 - 09.2002
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Ensured adequate staffing levels during peak periods by adjusting schedules as needed based on business demands.
- Resolved minor technical problems with gaming machines.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
- Patrolled slot machine areas to identify patrons not complying with gaming rules and resolve concerns through prompt correction or removal.
- Responded to patron questions about functions of slot machines and explained how to use devices.
Casino Gaming Host
Harrah's Cherokee Casino Resort
07.1998 - 04.2002
- Streamlined guest registration process, resulting in shorter wait times and increased satisfaction rate
- Collaborated with other departments to deliver seamless guest experiences across all touchpoints within the casino property.
- Conducted regular walkthroughs of the gaming floor area, proactively identifying opportunities for improvement or areas requiring attention.
- Utilized interpersonal skills to establish rapport with diverse clientele while creating a welcoming environment conducive to enjoyable gaming experiences.
- Monitored gaming floor activity for compliance with all regulatory guidelines, safeguarding the integrity of casino operations.
- Resolved customer disputes quickly and professionally, maintaining a positive gaming atmosphere for all guests.
- Maintained detailed knowledge of current promotions, events, and offerings in order to provide relevant information to guests during their visits.
- Assisted in training new team members on casino policies, procedures, and guest service standards.
- Refilled gaming machines with coin when empty
- Paid jackpots and handpays fast and efficiently with required paperwork
- Adhered to all Tribal, State and Federal gaming laws, rules and regulations
Education
Bachelor of Science - Biology
Western Carolina University
Cullowhee, NC05.2000
Skills
- Reliability and punctuality
- Excellent customer service
- Patience and composure
- Quick Decision Making
- Memory retention
- Stress Tolerance
- Strong mathematical skills
- Guest service
- Problem-Solving
- Time Management
- Multitasking Abilities
- Organizational Skills
Timeline
Table Games Supervisor
Harrah's Cherokee Casino Resort
10.2014 - 11.2016
Table Games Dealer
Harrah's Cherokee Casino Resort
09.2002 - Current
Dual Rate Operations Supervisor
Harrahs Cherokee Casino and Resort
04.2002 - 09.2002
Casino Gaming Host
Harrah's Cherokee Casino Resort
07.1998 - 04.2002
Bachelor of Science - Biology
Western Carolina University
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