Cynthia Winfield
Summary
Player's Club Assistant Manager with 17+ years of experience leading teams, improving performance, identifying opportunities. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Player's Club Assistant Manager
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2021.08 - Current
- Oversee the daily operations of the Player's Club staff to include hiring, training, payroll, development, and scheduling. Provides performance reviews, coaching, etc.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigates issues related to customer service and makes recommendations to improve service.
- Trained staff on operating procedures and company services.
- Maintain accurate and thorough departmental records and reports.
- Attend scheduled meetings with other departments as needed/required.
- Create powerpoint presentation for daily pre-shift.
- Run Pin reports weekly to identify pattern abuse by the same team member.
- Oversees the Plum Lounge, for VIP Services in the High Limit Slot area.
- Placing orders for the department using I-series system.
- Managing Amano system for VIP gates.
- Create ways to improve team member engagement.
- Training and development- create new innovative ways to improve processes and tasks in the department and keep the training manuel updated.
-
Players Club Supervisor
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2008.04 - 2021.08
- Supervising shift operations of the Players Club locations. This included staffing, stocking, providing updated and accurate information to the staff, bus arrivals/departures, match play coupons, logging bus details, monitoring all kiosk on the casino floor.
- Trained, supervised and evaluated team members.
- Executes promotions inside casino hotel, assisting patrons participating in promotions.
- Ensures that promotion/event areas are stocked with necessary supplies, decorations and secures items at conclusion of promotion/event.
- Communicate all events information to operating departments to ensure timely coordination of all promotions.
- Investigating, troubleshooting, and correcting guest issues related to Players Club accounts either in person, email or phone calls.
Player Club Representative/Lead Representative
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2007.05 - 2008.03
- Generating new business by signing up qualified guest for the Player's Club rewards card.
- Greeting and interacting with guests in the casino in a courteous and professional manner.
- Communicating to customers up to date information regarding promotions, events, entertainment and general property information and creating and issuing Player's Club cards.
- Perform other duties as assigned
Education
Bachelor of Science - Elementary Education
Florida Memorial University
Miami, FL05.2017
Skills
- Active listening
- Guest Satisfaction
- Computer Skills
- Project management
- Quality Assurance
- Leadership skills
- Problem solving
- Training
- Teamwork
- Halo
- Cmp
- Communication skills
- Creativity
Accomplishments
- Supervised team of [25+] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Rocker of the nominee 2017 and 2018
- Rocker of the month 2023
- Women in Leadership Mentor-present
Languages
Haitian Creole
Full Professional
Timeline
Player's Club Assistant Manager
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2021.08 - Current
Players Club Supervisor
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2008.04 - 2021.08
Player Club Representative/Lead Representative
Seminole Hard Rock Hotel & Casino - Hollywood, FL
2007.05 - 2008.03
Bachelor of Science - Elementary Education
Florida Memorial University
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