David Daniel Gutierrez
Vacaville,CA
Summary
Proven leader in the gaming industry, adept at enhancing customer satisfaction and team performance at Capital Casino. Excelled in operations management and conflict resolution, significantly improving service delivery and staff productivity. Skilled in customer relations and policy enforcement, fostering a secure and efficient gaming environment. Floor Manager successful at building positive relationships with staff and casino guests. Former security professional with expertise in conflict resolution and operations management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Floor Manager
Capital Casino
09.2017 - Current
- Enhanced customer satisfaction by effectively managing casino floor operations and addressing guest concerns promptly.
- Managed high-stakes table games, ensuring accurate payouts and adherence to gaming regulations.
- Supported smooth transitions during shift changes by effectively communicating pertinent information to incoming supervisors.
- Ensured a secure gaming environment by monitoring surveillance cameras and collaborating with the security team to resolve issues
- Conducted thorough evaluations of dealer performance levels, providing constructive feedback to help improve overall skill sets.
- Assisted in resolving disputes between players and dealers, ensuring fair play standards were upheld at all times.
- Optimized staffing levels according to fluctuating business needs, minimizing labor costs without sacrificing quality service delivery.
- 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.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
Poker Dealer
Capital Casino
09.2016 - Current
- Managed poker tables with strong attention to detail, ensuring smooth gameplay for all participants.
- Contributed to a positive gaming atmosphere by providing exceptional customer service to players of all skill levels.
- Enforced casino rules and regulations, promoting fair play among customers.
- Maintained a high level of concentration while multitasking in a fast-paced environment, ensuring seamless gameplay for patrons.
- Increased table revenue by accurately tracking time played, rake, and tips during each shift.
- Exceeded customer expectations through friendly interactions while maintaining focus on managing game play.
- Provided crucial support during large-scale poker tournaments by assisting with registration, table assignments, and event logistics.
- Improved customer relations by effectively addressing player concerns and resolving disputes promptly.
Poker Trainer
Casino Dealer Training School
07.2016 - 08.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Education
WSOP Poker Dealer Certification - Casino Gaming/Poker
Casino Dealer Training
Sacramento, CA04.2016
Poker Certification - Casino Dealer/ Poker
Casino College
Sacramento, CA06.2015
Skills
Customer Relations
Policy Enforcement
Operations Management
Team training and development
Conflict Resolution
Complaint resolution
Customer Service
Timeline
Floor Manager
Capital Casino
09.2017 - Current
Poker Dealer
Capital Casino
09.2016 - Current
Poker Trainer
Casino Dealer Training School
07.2016 - 08.2019
WSOP Poker Dealer Certification - Casino Gaming/Poker
Casino Dealer Training
Poker Certification - Casino Dealer/ Poker
Casino College
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