Joani Graff
Spokane
Summary
Versatile hospitality and gaming professional with a comprehensive understanding of Northern Quest’s player reward and retention systems. Highly skilled in guest engagement and high-energy entertainment, with a unique ability to personalize the gaming experience for diverse player profiles. Dedicated to fostering a welcoming casino community through proactive guest advocacy and meticulous attention to detail.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Table Games Dealer
Northern Quest Resort & Casino
Airway Heights, WA
07.2024 - Current
- Dealt various table games, ensuring compliance with gaming regulations and internal policies.
- Assisted players in understanding game rules and procedures to enhance customer experience.
- Managed cash transactions accurately while maintaining a secure gaming environment.
Camas Club Representative
Northern Quest Resort & Casino
Airway Heights, WA
02.2024 - 06.2024
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Managed membership records using database software, ensuring accuracy and confidentiality.
- Accurately and effectively signed new members up for the loyalty program.
Hotel Front Desk Agent
Northern Quest Resort & Casino
Airway Heights, WA
08.2023 - 01.2024
- Managed guest check-in and check-out processes efficiently, ensuring smooth arrivals and departures.
- Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Coordinated room assignments and maintained accurate reservations using property management systems.
- Assisted in training new front desk staff on operational procedures and customer service standards.
Barista
Main Street Cafe & Bakery
Ankeny, IA
05.2020 - 06.2023
- Prepared high-quality espresso beverages and specialty drinks, ensuring consistency and customer satisfaction.
- Trained new baristas on coffee preparation techniques, equipment usage, and customer service standards.
- Developed seasonal beverage menu items based on customer feedback and market trends, enhancing cafe offerings.
Education
Integrated Studies
Moody Bible Institue
Online06.2027
Skills
- Excellent customer service
- Patience and composure
- Stress tolerance
- Gaming commission compliance
- Attention to detail
- Team collaboration
Accomplishments
- Exceeded weekly engagement targets by winning a department-wide competition for the highest number of new player sign-ups, demonstrating a proactive approach to expanding the casino’s loyal guest base.
- Spearheaded a large-scale fundraising event as Director of Community Service and Philanthropy, successfully raising $1,300 for Prevent Child Abuse America (PCAA).
Certification
- Table Gaming License
Timeline
Table Games Dealer
Northern Quest Resort & Casino
07.2024 - Current
Camas Club Representative
Northern Quest Resort & Casino
02.2024 - 06.2024
Hotel Front Desk Agent
Northern Quest Resort & Casino
08.2023 - 01.2024
Barista
Main Street Cafe & Bakery
05.2020 - 06.2023
Integrated Studies
Moody Bible Institue