Maureen Mulvey
Orland Park,IL
Summary
Confident and decisive leader with great team management, organizational and customer service skills. Attentive Manager experienced in gambling operations. Dedicated to running profitable games in full compliance with commission rules.
Overview
31
31
years of professional experience
Work History
Casino Pit Manager
Hard Rock Casino
02.2021 - Current
- Conducted regular audits of table games inventory, ensuring accurate accounting of chips and cash transactions.
- Cultivated a positive work environment by fostering open communication and encouraging team collaboration among pit staff members.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Interviewed, hired and trained new gambling floor workers.
Sportsbook Supervisor
Hollywood Casino
07.2020 - 02.2021
- Evaluated staff performance and provided coaching to address inefficiencies.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Monitored workflow to improve employee time management and increase productivity.
- Collected, arranged, and input information into database system.
Developmental Casino Manager
Hollywood Casino
12.2019 - 02.2021
- Maintained the shift as the Manager on Duty while fostering a culture of excellent customer, leading by example, and setting proper expectations for staff behavior and performance.
- Collaborated with other department heads to create a seamless guest experience across all areas of the casino.
- Promoted a positive work environment by encouraging teamwork, open communication, and ongoing professional development for staff members.
Table Games Floor Supervisor
Hollywood Casino
03.2016 - 12.2019
- Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
- Monitored chips purchases, table inventories, and player win ratios.
- Established and maintained banks and table bet limits for each supervised game.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
Table Games Supervisor
Harrah’s Casino
11.2013 - 09.2015
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Established strong relationships with players by providing exceptional customer service and promptly resolving disputes.
- Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
- Performed paperwork required for monetary transactions.
- Implemented targeted marketing initiatives aimed at attracting high-value players to the casino, resulting in increased revenues and repeat business.
- Trained, supervised and evaluated workers.
- Enhanced customer satisfaction by efficiently managing table game operations and ensuring a smooth gaming experience.
Casino Pit Manager
Horseshoe Casino
06.1996 - 11.2013
- Cultivated a positive work environment by fostering open communication and encouraging team collaboration among pit staff members.
- Stayed current on changing tricks and techniques used by players of each game.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Monitored table games to identify opportunities for process improvements, increasing overall efficiency.
- Assisted with the implementation of new table games or rule changes, educating staff on proper gameplay and ensuring a smooth transition for guests.
- Interviewed, hired and trained new gambling floor workers.
- Identified and removed players suspected of cheating in cards or other games.
- Collaborated with other departments such as security, surveillance, and marketing to optimize customer experience within the casino.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
Table Games Floor Supervisor
Harrah’s Casino
03.1993 - 06.1996
- Monitored chips purchases, table inventories, and player win ratios.
- Established and maintained banks and table bet limits for each supervised game.
- Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Answered patron queries about machine functions, table parameters and other gambling floor items.
- Oversaw area games to maintain security and compliance.
- Identified issues with malfunctioning slot machines and reported devices to maintenance department for service.
Education
No Degree - Nursing
Joliet Junior College
Joliet, ILSkills
- Technical knowledge
- Policy Enforcement
- Table games expertise
- Staff Scheduling
- Employee Relations
- Employee Scheduling
- Team Management
- Casino operations knowledge
- Customer Service
- Rule Enforcement
- Paperwork management
- Customer Complaint Resolution
- Game protection
- Conflict Resolution
- Time Management
- Computer Skills
- Critical Thinking
- Problem Resolution
Timeline
Casino Pit Manager
Hard Rock Casino
02.2021 - Current
Sportsbook Supervisor
Hollywood Casino
07.2020 - 02.2021
Developmental Casino Manager
Hollywood Casino
12.2019 - 02.2021
Table Games Floor Supervisor
Hollywood Casino
03.2016 - 12.2019
Table Games Supervisor
Harrah’s Casino
11.2013 - 09.2015
Casino Pit Manager
Horseshoe Casino
06.1996 - 11.2013
Table Games Floor Supervisor
Harrah’s Casino
03.1993 - 06.1996
No Degree - Nursing
Joliet Junior College
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