Mark Marchand

Assistant Slot Operations Manager

Golden Casino Group

Pahrump, NV

06.2017 - 02.2025

Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Guided employees on understanding and meeting changing customer needs and expectations.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Monitored and improved efficiency of processes, team performance, and customer service.
Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Managed scheduling, training and inventory control.
Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Collaborated with management team on long-term strategic planning initiatives for the organization.
Developed and implemented operational procedures to ensure quality standards are met.
Delegated work to staff, setting priorities and goals.
Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Enforced federal, state, local and company rules for safety and operations.
Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Improved morale and management communication by creating employee recognition and rewards practices.
Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Prepared staff work schedules and assigned team members to specific duties.
Produced SOPs to document workplace procedures and optimize productivity through standardization.
Addressed customer concerns with suitable solutions.