Matthew Honchen
Maricopa,United States
Summary
Skilled Dual Rate Supervisor with background in managing operations and staff across diverse industries. Notable strengths include ability to lead teams, resolve conflicts, and improve operational efficiency. Demonstrated success in fostering employee engagement and enhancing customer satisfaction. Observant and knowledgeable gaming professional with supervisory experience and in-depth understanding of applicable regulations, operational practices and typical cheating behaviors. Monitor floor operations to protect house assets and maintain effective security. Well-coordinated in managing diverse personnel and maximizing customer satisfaction.
Overview
26
26
years of professional experience
Work History
Dual Rate Supervisor
Caesars Entertainment
Maricopa, Arizona
06.2012 - Current
- Assisted inexperienced guests in learning game rules and procedures to enable enjoyable playing experiences.
- Responded promptly to any emergency situations that arose during shift hours.
- Circulated among tables and verified compliance with house, state and federal rules.
- Intervened in client and staff disputes and settled disagreements according to casino standards, resulting in satisfied, loyal clients and engaged staff members.
- Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
- Coached employees on procedures, compliance requirements and performance strategies.
- Observed tables closely to spot errors and irregularities.
- Maintained expert knowledge of casino table games and dealing procedures through study, experience and occasional fill-in duty as dealer.
- Kept all games in compliance with casino and gaming standards.
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Balanced staffing by moving dealers between games and reorganizing flow to cover each table.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Provided coaching and mentoring support to team members on an individual basis.
- Observed gamblers to identify marking, switching and counting cards.
- Resolved customer complaints in a timely manner while ensuring satisfaction levels were met.
- Monitored payment of hand-delivered jackpots to verify promptness.
- Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
Shift Manager
Crazy Moose Casino
Mountlake Terrace, WA
05.2006 - 05.2012
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Helped employees accomplish tasks during peak periods.
- Reviewed security footage regularly for suspicious activities or theft attempts.
- Recommended opportunities for growth and advancement to motivate employees.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Coached employees on interactions with customers to drive exceptional service.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Planned and developed new operation processes to innovate and stay competitive.
- Responded quickly and effectively to emergency situations as they arose.
- Resolved conflicts between staff members in a professional manner.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Managed schedules, accepted time off requests and maintained coverage for shifts.
- Upheld company standards and compliance requirements for operations.
- Prepared detailed incident reports following any incidents that occurred during shifts.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Shift Manager
Silver Dollar Casino
Mountlake Terrace, WA
04.2001 - 05.2006
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Recommended opportunities for growth and advancement to motivate employees.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Enhanced operations and boosted productivity through employee training, coaching and assignments.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Responded quickly and effectively to emergency situations as they arose.
- Resolved conflicts between staff members in a professional manner.
- Assisted in resolving escalated customer service issues in a timely manner.
General Manager
Kenmore Bingo
Kenmore, WA
08.1998 - 03.2001
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Trained employees on duties, policies and procedures.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Analyzed market trends to inform business decisions and strategies.
- Supervised employees through planning, assignments, and direction.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Administered employee discipline through verbal and written warnings.
- Prepared staff work schedules and assigned team members to specific duties.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Guided management and supervisory staff to promote smooth operations.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
Education
High School Diploma -
Edmonds High School
Edmonds, WA06-1990
Business Management
Shoreline Community College
Seattle, WASkills
- Compliance management
- Employee development
- Operational efficiency
- Industry expertise
- Team motivation
- Leading employees
- Game rules
- Guest relations
- Resolving complaints
- Compliance monitoring
- Gaming regulations
- Table game operations
Timeline
Dual Rate Supervisor
Caesars Entertainment
06.2012 - Current
Shift Manager
Crazy Moose Casino
05.2006 - 05.2012
Shift Manager
Silver Dollar Casino
04.2001 - 05.2006
General Manager
Kenmore Bingo
08.1998 - 03.2001
High School Diploma -
Edmonds High School
Business Management
Shoreline Community College
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