Jessica Lundgren
Belle Fourche,SD
Summary
Vigilant and highly skilled managerial leader with over 12 years of leadership experience. Seamlessly utilizing a comprehensive understanding of the casino industry to analyze daily operations and financial modeling to ensure maximum productivity and profitability in a fast-paced setting. Emphasis in customer loyalty through exceptional guest services and promotion of high-impact player development programs. Dynamic manager who is adept at hiring and training top-performing teams, drawing out the best in staff members through creative and divergent management techniques. Offering keen observations of daily operations, revenue, and business forecasts to ensure maximum profitability and strategic growth.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director of Operations
Gold Dust Casino and Hotel
11.2023 - Current
- Collaborate with executive management to drive and achieve the overall organizational vision, strategic plans, and financial goals.
- Conduct ROI analysis on potential development projects and KPI evaluations on marketing promotions to forecast their impact on budget.
- Identify emerging trends to anticipate changing customer preferences.
- Provide deep insight into all aspects of gaming financial reports for table games, slot floor, sportsbook, player development, and casino marketing / promotions utilizing Groove BI reporting, and casino marketplace analysis.
- Drive a dynamic vision and strategy for both gaming and non-gaming revenue centers with NOI comparisons.
- Guarantee top performing teams by conducting regular assessments of operational workflows, identifying opportunities for increased productivity, cost savings, and guidance for continuous improvement and professional development.
- Developed performance metrics to identify areas for improvement and implement strategic initiatives.
- Lead cross-departmental initiatives with hotel, maintenance, and F&B teams to elevate guest satisfaction and operational excellence across gaming and hospitality functions.
- Demonstrate a strong leadership presence that promotes excellence and accountability in all areas of resort operations.
- Effectively manage multiple projects with competing priorities in fast-paced and high-pressure environments, consistently meeting deadlines and delivering high-quality results.
- Recruited a high performing team that fosters an atmosphere of integrity, respect, innovation, and active learning.
- Inspire department heads to ensure employees receive proper training, resources, and management support to nurture a productive and engaging work environment.
Casino Operations Manager
Deadwood Gulch Gaming Resort
04.2022 - 02.2023
- Establish and maintain a trendsetting player development program.
- Exceeded budget goals by analyzing KPI's and understanding guest demographics, achieving an increase in quarterly gaming revenue by 20% during the winter.
- Built the AML / Title 31 program due to the increase in gaming revenue.
- Established positive and effective communication among all staff, reducing miscommunications and fostering an atmosphere of caring.
- Identified and resolved unauthorized or inefficient practices.
- Devised processes to boost long-term business success and increase profit margins.
- Developed avant garde promotions that were previously unrepresented in the casino industry drawing in a broader spectrum of customers.
- Developed advertisements to stimulate customer engagement.
- Maintained high level of understanding of industry standards and trends.
- Seamlessly coordinated Casino Management System upgrade.
Assistant Casino Manager
Cadillac Jack's Gaming Resort
07.2021 - 03.2022
- Gained a profound understanding of South Dakota gaming regulations and enforced accordingly.
- Utilized staff schedules to optimize hours of operation and functionality of the gaming floor.
- Built spreadsheets based on a Marketing matrix with segments and created groups in the casino management system to apply promotional items.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Encouraged development of leadership skills among Supervisors to foster a culture of excellence.
- Drove habits of consistent, succinct communication between all team members.
- Interviewed, hired, and trained gaming floor staff.
- Engaged staff regularly and adjusted workflows, assignments and schedules to anticipate business demands.
- Installed, converted, and moved slot machines.
- Performed slot machine troubleshooting to mitigate losses.
- Completed MGM Sportsbook training.
- Compiled and reviewed Sportsbook reports to spot fraud, gaming infractions and verify transactions.
Table Games Assistant Shift Manager
Grand Falls Casino And Golf Resort
03.2005 - 06.2021
- Boosted customer loyalty by implementing player development and closely managing the gaming floor.
- Compiled numbers from the gaming day and communicated them to executive management.
- Enforced IRGC regulations and removed suspected minors, intoxicated individuals, and guests exhibiting undesirable behavior.
- Supervised table games operations, ensuring adherence to regulatory standards and company policies.
- Trained and mentored staff on game rules, customer service excellence, and operational procedures.
- Analyzed game performance data to identify trends and implement strategic improvements in gameplay.
- Improved morale through expert evaluations of employees strengths and weaknesses.
- Minimized losses and optimized gains by ensuring appropriate table limits and bank levels by game type and dealer ability.
- Resolved guest inquiries and conflicts promptly, enhancing overall customer satisfaction in a gaming environment.
- Observed patrons on the floor to isolate advantage players by identifying behaviors such as card counting, daubing cards, or sliding dice.
Education
BFA - Emphasis in Painting
University of South Dakota
Vermillion, SD05.2007
software and Finance Management Skills
Casino Management Software:
- Konami Synkros | IGT | Aristocrat Oasis | Bally
Microsoft Office Suite:
- Excel | Word | Powerpoint | Access DB | Teams
Financial Modeling:
- BI reporting-Groove
- NOI, ROI, and KPI analysis
- Business forecasting
Management Skills
- Interdepartmental business strategizing and goal setting
- Leadership and teamwork cultivation
- Rapport building
- Training and coaching
- Mediation
- Written and verbal communication
- Detail-oriented
- Labor cost control
- P&L management
- Financial acuity and acumen for financial modeling
- Adaptability and flexibility
Casino Industry Skills
- Trendsetting
- Analytical thinking
- Creative problem-solving
- De-escalation
- Surveillance and game security
- Regulatory compliance
- Technical proficiency
People & Culture Skills
- Cultural intelligence
- Creative and divergent thinking
- RACI matrix development
- Agile project management
- Business trend awareness
- Player development
- Strategic hiring and development
- Team work
- Effective communication
- Constructive criticism
- Workload management
Management Skills
- Interdepartmental business strategizing and goal setting
- Leadership cultivation
- Mediation
- Written and verbal communication
- Detail-oriented
- Financial acuity and acumen for financial modeling
Casino Industry Skills
- Analytical thinking
- Creative problem-solving
- Service recovery in a dynamic setting
- Gaming Floor Operations
- Regulatory compliance
- Casino Management Systems
People & Culture Skills
- Strategic hiring and development
- Team work cultivation
- Workload management
- Player development
- Cultural intelligence
- Creative and divergent thinking
- Agile project management
- Business trend awareness
Professional Development
Currently enrolled in Harvard Business School Online to obtain Certificates in the following courses:
- Resilient Leadership
- Business Analytics
- Financial Accounting
- Dynamic Teaming
Timeline
Director of Operations
Gold Dust Casino and Hotel
11.2023 - Current
Casino Operations Manager
Deadwood Gulch Gaming Resort
04.2022 - 02.2023
Assistant Casino Manager
Cadillac Jack's Gaming Resort
07.2021 - 03.2022
Table Games Assistant Shift Manager
Grand Falls Casino And Golf Resort
03.2005 - 06.2021
BFA - Emphasis in Painting
University of South Dakota