Juanita Black
Tacoma,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Motivated professional offering Bachelor degree in Business Management Hotel and Casino Management and Administration.
Overview
24
24
years of professional experience
Work History
Player Relation Host
Emerald Queen Casino
Fife , WA
2015.12 - Current
- Provided excellent customer service by anticipating customer needs.
- Answered customer inquiries regarding the menu, restaurant services, and special promotions.
- Contributed to team efforts by accomplishing related tasks as needed.
- Resolved conflicts between customers when necessary.
- Served as point-of-contact for resolving guest complaints or special requests.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Provide personalized service to high valued players.
Relief Manager
Emerald Queen Casino
Fife , WA
2005.12 - 2015.12
- Prepared weekly schedules for employees based on their availability while optimizing labor costs.
- Monitored employee performance, provided feedback and guidance, and addressed any concerns or issues that arose during shifts.
- Ensured compliance with all safety regulations and policies in order to maintain a safe work environment.
- Coordinated with other departments to ensure smooth shift transitions between teams.
- Trained new staff members on company policies and procedures as well as job-specific tasks.
- Conducted regular meetings with staff members to discuss upcoming projects or initiatives.
- Developed strategies for improving customer service standards and increasing efficiency in the workplace.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
Tribal Lottery Lead Supervisor
Emerald Queen Casino
Fife , WA
2002.09 - 2005.01
- Developed and implemented operational plans to ensure efficient workflow of daily tasks.
- Monitored staff performance, providing feedback and coaching employees on their job duties.
- Resolved customer complaints and inquiries promptly and professionally.
- Maintained the main bank balance and issued banks to casino cashiers.
- Checked gaming information on slot machines to ensure correct payouts.
- Processed jackpot paperwork.
- Evaluated existing systems and procedures regularly for effectiveness and accuracy.
- Served as a liaison between management and frontline workers during times of conflict resolution.
- Collaborated with other departments to develop innovative solutions for complex problems.
Table Games Dealer
Emerald Queen Casino
Fife , WA
1999.09 - 2002.09
- Maintained a positive attitude and professional demeanor during shifts.
- Performed functional game duties quickly by efficiently handling money and chips.
- Assisted new players with understanding game rules and procedures.
- Collected losing bets and paid out winnings promptly and accurately.
- Communicated effectively with other members of the table games staff team.
- Maintained knowledge of game rules and regulations to ensure compliance with gaming laws.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Adhered to established policies and procedures while dealing at tables.
- Maintained enjoyable environment by entertaining and engaging players at tables.
Education
Bachelor of Arts - Business Management - Tribal Casino Management
Northwest Indian College
Bellingham, WA2022-06
Bachelor of Arts - Business Management - Administration
Northwest Indian College
Bellingham, WA2022-06
Skills
- Community Engagement
- Constructive Feedback
- Team-Building Activities
- Strong Leadership
Accomplishments
- Award of completion in Tribal Entrepreneurship.
- Certified mixologist
Timeline
Player Relation Host
Emerald Queen Casino
2015.12 - Current
Relief Manager
Emerald Queen Casino
2005.12 - 2015.12
Tribal Lottery Lead Supervisor
Emerald Queen Casino
2002.09 - 2005.01
Table Games Dealer
Emerald Queen Casino
1999.09 - 2002.09
Bachelor of Arts - Business Management - Tribal Casino Management
Northwest Indian College
Bachelor of Arts - Business Management - Administration
Northwest Indian College
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