Juan Carlos Montoya
Everett,MA
Summary
Dynamic leader with a proven track record at ENCORE HARBOR, enhancing guest relations and team performance. Expert in policy enforcement and employee training, I excel in creating memorable experiences while ensuring operational excellence. Skilled in multitasking and problem-solving, I've significantly improved compliance and customer satisfaction.
Overview
15
15
years of professional experience
Work History
CASINO SERVICE/Table Games Floor Supervisor
ENCORE HARBOR
06.2019 - Current
- Responsible to managing the daily operations of the table games department on the casino floor. Oversaw area games to maintain security and compliance.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives, supervising dealer, resolving mistakes when they arise.
- Ensuring equipment is working properly and games are dealt according to the house polices and procedure.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck and providing assistance to guest whenever needed always following the Wynn values/standards creating moments of magic and establishing good relationships.
- Ensuring all paperwork is filled out correctly such as table games inventory slips, fills and credits.
- Protecting the companies assets by verifying money transactions, verifying bankrolls and tracking suspicious activity, CTR compliance.
Table Games Dealer
MGM Springfield
08.2018 - 06.2019
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Responsible for operating and managing assigned gaming tables such as Roulette, Craps, Blackjack and Novelties.
Table Games Dealer
Twin River Casino
03.2015 - 08.2018
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Monitored players behavior, taking appropriate action against rule violations.
- Responsible for operating and managing assigned gaming tables such as Roulette, Craps, Blackjack and Novelties.
- Answered players questions and resolved disputes to provide excellent customer service.
- Assisted players with placing bets, educating on game rules to increase understanding.
Table Games Dealer
Foxwoods Resort and Casino
07.2009 - 12.2016
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Learned and followed company procedures to maintain consistency and standards.
- Responsible for operating and managing assigned gaming tables such as Roulette, Craps, Blackjack and Novelties.
- Answered players questions and resolved disputes to provide excellent customer service.
- Assisted players with placing bets, educating on game rules to increase understanding.
Education
Business Management
Three Rivers Community College
Norwich, CTElectrical Engineering
Three Rivers Community College
Norwich, CTHigh School Diploma -
Norwich Free Academy
Norwich, CT06.2006
Skills
- Promotions coordination
- Team Management
- Employee Scheduling
- Guest Relations
- Policy Enforcement
- Coordinating documents
- Recordkeeping skills
- Training employees
- Organizational Skills
- Problem-Solving
- Analytical Skills
- Multitasking
- Attention to Detail
- Team motivation
Languages
Spanish
Native or Bilingual
Timeline
CASINO SERVICE/Table Games Floor Supervisor
ENCORE HARBOR
06.2019 - Current
Table Games Dealer
MGM Springfield
08.2018 - 06.2019
Table Games Dealer
Twin River Casino
03.2015 - 08.2018
Table Games Dealer
Foxwoods Resort and Casino
07.2009 - 12.2016
Business Management
Three Rivers Community College
Electrical Engineering
Three Rivers Community College
High School Diploma -
Norwich Free Academy
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