Michael Castanuela
Las Vegas,NV
Summary
Dynamic Table Games Floor Supervisor at Wynn Las Vegas with exceptional leadership and compliance monitoring skills. Proven track record in enhancing guest experiences and training new dealers, resulting in increased operational efficiency. Adept at problem-solving and maintaining a welcoming environment, ensuring adherence to gaming regulations while promoting responsible gaming practices.
Overview
27
27
years of professional experience
Work History
Table Games Floor Supervisor
Wynn Las Vegas
Las Vegas, NV
01.2009 - Current
- Assisted in monitoring table game operations to ensure compliance with policies and procedures.
- Supported dealers by providing guidance on game rules and customer interactions.
- Learned to manage gaming equipment, ensuring proper functionality and safety standards.
- Observed table games for fair play, identifying potential issues or irregularities.
- Facilitated communication between players and floor management to enhance guest experience.
- Participated in training sessions to understand operational protocols and gaming regulations.
- Adapted quickly to various gaming environments, demonstrating flexibility in responsibilities.
- Contributed to maintaining a clean and organized gaming area for optimal player engagement.
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary.
- Enhanced customer experiences by maintaining a professional and welcoming gaming environment.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Ensured compliance with state gaming regulations through vigilant observation of table games and staff performance.
- Developed innovative solutions for common operational challenges, enhancing overall efficiency within the department.
- Optimized scheduling processes to ensure adequate coverage during peak hours without sacrificing employee satisfaction or work-life balance.
- Streamlined dealer rotation schedules for greater efficiency and improved team morale.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Leveraged extensive knowledge of various table games to provide expert guidance on rules, strategies, and proper etiquette to both dealers and patrons alike.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Managed disputes diplomatically, ensuring fair resolutions while maintaining a positive atmosphere for all guests.
- Monitored chips purchases, table inventories, and player win ratios.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Watched closely to catch errors and notified surveillance of irregularities.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Performed paperwork required for monetary transactions.
- Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
- Watched gamblers on floor to isolate cheaters by identifying card counting or marking cards.
Surveillance Operator
Wynn Las Vegas
Las Vegas, NV
01.2006 - 2009
- Monitored live video feeds to ensure compliance with safety protocols.
- Conducted regular inspections of surveillance equipment for optimal performance.
- Collaborated with security teams to address potential security breaches promptly.
- Analyzed recorded footage to gather evidence and support investigations.
- Documented suspicious activity and events through detailed reports, submitting timely updates to supervisor.
- Assisted management in evaluating employee performance through discreet observation and analysis of work habits.
- Reviewed video surveillance footage.
- Monitored gambling activities for compliance with state and local regulations.
- Observed casino or casino hotel operations for cheating or theft by employees or patrons using audio and video equipment and one-way mirrors.
- Observed hotel and gambling floor operations for irregular activities indicative of cheating or illegal behavior.
- Used electronic surveillance cameras to watch tables and other gambling activities on gaming floor, tracking suspicious activities and documenting identified violations.
Table Games Dealer
Silver Legacy Casino
Reno, NV
01.1999 - 01.2005
- Dealt various table games, ensuring adherence to gaming regulations and casino policies.
- Managed game flow efficiently, providing excellent customer service to enhance guest experience.
- Monitored player activity, detecting and addressing irregularities in gameplay promptly.
- Trained new dealers on game rules, procedures, and customer interaction techniques.
- Conducted cash handling processes accurately, maintaining accountability throughout shifts.
- Maintained cleanliness and organization of gaming areas, promoting a welcoming environment for patrons.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Monitored guest behavior for signs of intoxication or disorderly conduct, intervening when necessary to maintain a safe environment for all patrons.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
Education
No Degree - Computer Science
Community College of The Air Force
Beale AFB CASkills
- Exceptional leadership
- Team management
- Guest relations
- Policy enforcement
- Surveillance monitoring
- Employee scheduling
- Game rules
- Table game operation
- Casino regulations
- Leading employees
- Greeting guests
- Training employees
- Resolving complaints
- Compliance monitoring
- Gaming regulations
- Player development
- VIP services
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Cash handling
- Relationship building
- Public relations
- Interpersonal skills
- Conflict resolution
- Computer literacy
- Customer complaint resolution
- Interpersonal communication
- Adaptability
- Customer retention
Languages
English
Native or Bilingual
Timeline
Table Games Floor Supervisor
Wynn Las Vegas
01.2009 - Current
Surveillance Operator
Wynn Las Vegas
01.2006 - 2009
Table Games Dealer
Silver Legacy Casino
01.1999 - 01.2005
No Degree - Computer Science
Community College of The Air Force