Joel David
Ocean Springs,MS
Summary
At Hard Rock Casino, I spearheaded targeted training programs and developed key relationships that significantly enhanced guest loyalty and operational efficiency. My adeptness in conflict resolution and compliance, coupled with exceptional customer service and team leadership skills, led to a noticeable increase in table game revenue. Proficient in surveillance monitoring and staff development, I excel in creating a secure and engaging gaming environment.
Overview
15
15
years of professional experience
Work History
Table Games Pit Manager
Hard Rock Casino
Biloxi, MS
02.2009 - Current
- Implemented targeted training programs for new hires as well as existing employees seeking advancement opportunities within the organization.
- Developed strong relationships with high-value players, resulting in increased loyalty and return visits.
- Reduced disputes with patrons by implementing effective conflict resolution strategies.
- Collaborated with casino security to identify potential risks and ensure a safe gaming environment for all patrons.
- Maintained accurate records of all transactions, adhering to strict audit guidelines and ensuring full compliance with internal controls.
- Enhanced guest experience by providing exceptional customer service and maintaining a professional demeanor.
- Ensured seamless communication between pit staff and other departments, facilitating a coordinated approach to guest services throughout the property.
- Drove compliance with industry regulations by consistently adhering to policies and procedures set forth by gaming authorities.
- Increased table game revenue by effectively managing game pace and ensuring dealer accuracy.
- Maintained gaming integrity by closely monitoring all areas of the pit for suspicious activity and irregularities.
- Achieved operational excellence through rigorous inventory control, minimizing shrinkage within the pit area.
- Managed multiple games concurrently while staying organized under pressure, ensuring smooth casino floor operations.
- Conducted regular evaluations of staff performance, identifying opportunities for professional growth and development.
- Promoted teamwork among staff members, fostering a positive work environment conducive to high-quality service delivery.
- Coached dealers on performance improvement, leading to enhanced productivity and customer satisfaction levels.
- Handled escalated patron issues promptly and professionally, often turning potentially negative situations into positive experiences that fostered ongoing patronage and loyalty.
- Coordinated staff schedules, rotations and breaks.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- 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.
Education
Associate Of Applied Business - Casino Management
Virginia College - Birmingham
Birmingham, AL05.2007
Skills
- Professionalism and Ethics
- Staff Training and Development
- Surveillance monitoring
- Guest Relations
- Shift Scheduling
- Employee Coaching
- Mentoring and Motivation
- Technical knowledge
- Employee Relations
- Customer Service
- Paperwork management
- Customer Complaint Resolution
- Inventory Control
- Staff Scheduling
- Friendly, Positive Attitude
- Rule Enforcement
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking Abilities
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Calm Under Pressure
- Active Listening
- Organization and Time Management
- Decision-Making
- Problem Resolution
- Relationship Building
Timeline
Table Games Pit Manager
Hard Rock Casino
02.2009 - Current
Associate Of Applied Business - Casino Management
Virginia College - Birmingham