EROL GUTIERREZ
Mesa,AZ
Summary
Dedicated casino industry professional with over 25 years of experience, specializing in table games and customer service. Known for fostering positive guest experiences through exceptional rapport-building skills and a friendly demeanor. Proven ability to manage high-pressure situations while ensuring player satisfaction at both casinos and private events. Seeking to leverage extensive expertise in a challenging new role within the gaming sector.
Overview
28
28
years of professional experience
Work History
Table Games Dual Rate Craps Dealer
Desert Diamond Casino
Glendale, AZ
06.2023 - 11.2024
- Dealt craps game according to house rules and regulations.
- Provided patrons with a friendly and entertaining gaming experience.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Verified identification of customers before allowing them to play.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Table Games Instructor
MGM National Harbor
Oxon Hill, MD
11.2020 - 12.2022
- Trained new dealers on major games. Craps, Blackjack, Roulette, Baccarat, and novelty games.
- Delivered expertise and guidance to ensure success as table games dealer.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
- Monitored student behavior in order to maintain an effective teaching environment.
- Developed guides and course materials to reinforce lecture information and help students learn.
- Coordinated and facilitated training, encouraging group participation and ownership.
- Assessed student progress through tests and quizzes in order to evaluate understanding of course material.
- Collaborated with other educators to develop innovative approaches to instruction.
- Managed classroom behavior effectively using positive reinforcement strategies.
- Created a positive learning environment by establishing open communication with students and colleagues.
Table Games Floor Supervisor
MGM National Harbor
Oxon Hill, MD
09.2018 - 11.2020
- Manages table games in line with policies and procedures of the company.
- Maintains positive guest relations by addressing issues efficiently and courteously.
- Created enjoyable and reliable gaming settings to boost customer satisfaction.
- Keeps watch on players to identify any signs of dishonest actions including card tampering.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Developed effective strategies for increasing customer satisfaction levels at table games.
- Delivered outstanding service to guests.
Table Games Asst. Shift Manager
Harrington Raceway and Casino
Harrington, DE
12.2014 - 02.2018
- Coordinated and monitored team activities for efficient table games management throughout assigned hours.
- Maintained strict adherence to management policies.
- Delivered comprehensive information to the Director of Table Games, complete with change recommendations.
- Showcased independence by consistently achieving workflow goals.
- Assisted in the development of daily operational procedures and policies to ensure compliance with gaming regulations.
- Planned and established work schedules, assignments and production sequences to meet production goals.
- Investigated any suspicious activities at assigned tables to maintain the integrity of the casino floor.
- Resolved internal disputes to preserve organizational value and enhance customer satisfaction.
- Coordinated work instructions to meet customer service standards.
- Cooperated across departments to maximize operational effectiveness and achieve customer satisfaction.
- Conducted site assessments.
- Collaborated with team to deliver project requirements.
Table Games Pit Manager
Harrington Raceway and Casino
Harrington, DE
05.2010 - 12.2014
- Oversaw casino table game operations within assigned pits, ensuring compliance with state regulations.
- Circulated gaming tables to monitor dealer operations and player participation.
- Monitored table limits while determining gaming tables to open and scheduling staff.
- Monitored staffing levels for games and tables, arranging staff rotations and breaks.
- Detected and reported suspicious card handling techniques immediately to management.
- Promote positive guest relations by resolving disputes quickly, and offering complimentary services.
- Enhanced customer satisfaction through innovative problem-solving.
- Conducted site evaluations, customer surveys and team audits.
- Verified completeness and accuracy of pit paperwork at the end of each shift.
Table Games Dual-Pit Manager
Mohegan Sun Casino
Uncasville, CT
04.2006 - 05.2010
- Monitored pit operations to ensure compliance with company standards and regulations.
- Assessed staffing levels to verify proper shift coverage, staff rotations and breaks.
- Managed table games personnel by handling scheduling, task delegation and employee relations.
- Acquired in-depth knowledge of table games, rules and strategies.
- Developed strategies for improving efficiency of pit operations through process automation or improved resource utilization.
- Resolved customer complaints in a professional manner while upholding company policies.
- Coordinated with other departments to ensure smooth flow of material from the pits to production areas.
- Scheduled maintenance tasks for pit machinery according to manufacturer specifications.
- Ensured that all workers adhered to safety protocols while working in the pits.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Table Games Dealer
Mohegan Sun Casino
Uncasville, CT
10.1996 - 06.2006
- Dealt table games such as Blackjack, Baccarat, Craps, and Roulette professionally and accurately.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Performed functional game duties quickly by efficiently handling money and chips.
- Maintained a positive attitude and professional demeanor during shifts.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Assisted new players with understanding game rules and procedures.
- Adhered to established policies and procedures while dealing at tables.
- Maintained knowledge of game rules and regulations to ensure compliance with gaming laws.
Table Games Floor Supervisor
Mohegan Sun Casino
Uncasville, CT
06.2004 - 04.2006
- Monitored performance of dealers to ensure accuracy in dealing procedures and adherence to gaming regulations.
- Supervised the day-to-day operations of table games, including scheduling staff, assigning duties, and resolving disputes.
- Developed effective strategies for increasing customer satisfaction levels at table games.
- Provided training for new dealers on game rules and regulations.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Observed gamblers' behavior for signs of cheating and notified security staff.
- Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Coached employees on procedures, compliance requirements and performance strategies.
- Investigated disputes between players or between players and dealers and resolved issues promptly and fairly.
- Ensured compliance with all applicable gaming regulations and laws.
Education
High School Diploma -
Toll Gate High School
Warwick, RISkills
- Table games experience
- Table games management
- Training dealers
- Craps Game Knowledge
- Roulette Game Knowledge
- Blackjack Game knowledge
- Baccarat Game Knowledge
- Familiarity with Novelty Game Trends
- Guest relations
- Conflict resolution
- Basic computer literacy
- Adaptability
- Dependability
- Reliability and punctuality
- Effective teamwork
- Patience and composure
- Adaptable to change
- Attention to detail
- Positive attitude
Timeline
Table Games Dual Rate Craps Dealer
Desert Diamond Casino
06.2023 - 11.2024
Table Games Instructor
MGM National Harbor
11.2020 - 12.2022
Table Games Floor Supervisor
MGM National Harbor
09.2018 - 11.2020
Table Games Asst. Shift Manager
Harrington Raceway and Casino
12.2014 - 02.2018
Table Games Pit Manager
Harrington Raceway and Casino
05.2010 - 12.2014
Table Games Dual-Pit Manager
Mohegan Sun Casino
04.2006 - 05.2010
Table Games Floor Supervisor
Mohegan Sun Casino
06.2004 - 04.2006
Table Games Dealer
Mohegan Sun Casino
10.1996 - 06.2006
High School Diploma -
Toll Gate High School
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