Hamlet McNeace
Casino Manager
Henderson ,NV
Summary
Casino Manager with 25+ years of customer service and management experience in casino settings. Attentive Manager experienced in gambling operations. Confident and decisive leader with great team management, organizational and customer service skills. Dedicated to running profitable games in full compliance with commission rules. A manager who takes an proactive approach and always ready to intervene in conflicts and restore order for smooth gaming. Observant in monitoring players and identifying problems.
Overview
36
36
years of professional experience
Work History
Assistant Casino Manager
The Venetian/Palazzo Resort Hotel Casino
04.1999 - 02.2023
- Directly supervised all table games, slot operations, and staff during assigned shifts.
- Proactively worked with other managers to ensure effective productivity during shifts.
- Coordinated staff schedules, rotations, and breaks.
- Identified and removed players suspected of cheating in cards or other games.
- Interpreted and enforced rules for gameplay and betting limits.
- Stayed current on games offered at the establishment and ever-changing techniques used by cheaters.
- Monitored gaming operations continuously to check on dealers and players.
- Stayed current on changing tricks and techniques used by players of each game.
- Checked on staff regularly and adjusted workflows, assignments, and schedules to stay ahead of expected demand.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Interviewed, hired, and trained new gambling floor workers.
- Produced specific reports for General Manager, Director of Table Games, Shift Managers, Slots Manager, and Sales Department to ensure the efficiency and effectiveness of team members.
- Ensure team members' and customers' safety.
- Monitored and guided departmental personnel in the performance of their job assignment, ensuring their adherence to company and company policies and procedures and Federal and State regulations.
- Responsible for controlling labor costs through proper forecasting and scheduling of staff.
- Created reports that outlined shift activity daily and coordinated with other shifts.
- Monitored the flow of Slot Attendants on the floor, ensuring proper coverage in all areas.
- Assisted Casino Operations Managers with implementing policy, setting procedures, and developing personnel to meet departmental objectives.
- Maintained customer loyalty to the casino with expert and immediate handling of complaints.
Floor Supervisor
Flamingo Hilton Hotel & Casino
11.1986 - 04.1999
- Ensure pit team members comply with the rules, regulations and directives of the Nevada Gaming Control Board.
- Supervise pit team members ensuring that they are adhering to company and regulatory policies and procedures.
- Maintain control of cards and dice, ensuring they are accounted for at all times.
- Recognize and respond to any cash transaction requiring Title 31.
- Communicate all pertinent information to the relieving Shift Mgr. and relieving Pit Manager.
- Provide unmatched quality guest service.
- Created employee schedules to align coverage with forecasted demands.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Work as a team with shift manager and pit manager to supervise and ensure casino regulations and policies are followed.
- Issue credit -markers to players. Supervise dealers and the game.
- Provide customer service to all players. Protect the integrity of the game.
- Handle large quantities of currency.
- Monitor and report substantial cash transactions
- Evaluated work of 30 + floor employees to improve performance.
- Supervise the game and dealers.
- Work as team with dealers and supervisors to protect the game and maintain a consistent flow of the game.
- Provide customer service to players while handling large quantities of currency.
- Reduced employee turnover with hands-on leadership and coaching.
- Collaborated with other departments to drive successful completion of assigned tasks.
Education
No Degree - Criminal Justice, Psychology
College of Southern Nevada
Las Vegas, NVSome College (No Degree) - Accounting And Business Management
Ashworth College
Norcross, GASkills
- Continuous Improvement Planning & Time Management
- Special Assignments and VIP Customer Relations
- Complex Problem-Solving & Critical Thinking
- Corporate Communications Strategies
- Customer Relationship Management & Customer Engagement
- Business Analytics & Operational Efficiency
- Performance Management; Performance Monitoring & Problem Analysis
- Preventative Maintenance & Loss Prevention Strategies
- Strategy Management
- Safety Protocols
- Root Cause Analysis
- Management of Personnel Resources
- House Rule Enforcement
- Cultural Awareness
- Team Building
- MS Office
Timeline
Assistant Casino Manager
The Venetian/Palazzo Resort Hotel Casino
04.1999 - 02.2023
Floor Supervisor
Flamingo Hilton Hotel & Casino
11.1986 - 04.1999
No Degree - Criminal Justice, Psychology
College of Southern Nevada
Some College (No Degree) - Accounting And Business Management
Ashworth College
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