Graciel Jacquez
Kennewick,WA
Summary
Versatile Assistant General Manager with 17 years of experience overseeing daily casino operations and customer service. Problem solver with skills in managing teams to meet stringent objectives. Personable and collaborative demeanor demonstrated through polished communication and willingness to apply team feedback to resolve challenges.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Crazy Moose Casino / Maverick Gaming
11.2005 - 07.2023
- Trained new employees on proper protocols and customer service standards.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to corporate with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets with new promos.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Created exciting merchandise/prize displays to catch attention of customers.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients while maintaining excellent customer service.
- Recruited, hired, and trained personnel.
- Motivated, trained, disciplined employees to maximize performance and well being.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations with union.
- Collaborated with other departments to establish productive and timely completion of projects.
- Negotiated contracts with vendors to acquire competitive prices and quality products.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals during challenging times.
- Analyzed customer feedback data to identify areas of improvement to develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Raised property accuracy and accountability by creating new automated tracking method with Sonoma.
Education
High School Diploma -
Sunnyside High School
Sunnyside, WAU.S. Army
Skills
- Hiring and Recruitment
- Operations Management
- Training and Development Background
- Strategic Planning Skill
- Employee Scheduling
- Employee Relations
- Business Operations Knowledge
- Staff Management
- Operations Oversight
- Customer Retention
- Google Drive
- Customer Relationship Management (CRM)
- Food Safety and Sanitation
- Menu Development
- Process Improvement
- Business Development
- Workflow Coordination
Accomplishments
- Supervised team of 150+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved higher customer base by completing loyalty program with accuracy and efficiency.
- Documented and resolved costumer issues which led to better customer engagement.
Certification
- Washington State Gaming License - Nov 2005-2023
- 1st Aid Training - Once a year
- Food Handlers card
- MAST permit
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Assistant General Manager
Crazy Moose Casino / Maverick Gaming
11.2005 - 07.2023
High School Diploma -
Sunnyside High School
U.S. Army
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