Michael Phan
Summary
Adept at managing high-stakes tables at Harrah's Cherokee Casino Resort, I excelled in creating a positive customer experience and ensuring fair play, significantly increasing table revenue. My strong communication skills and quick decision-making ability fostered a welcoming environment, enhancing player loyalty and engagement. Demonstrated commitment to continuous learning and efficiency in game management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Poker Dealer
Harrah's Cherokee Casino Resort
02.2019 - 02.2024
- Managed poker tables with strong attention to detail, ensuring smooth gameplay for all participants.
- Contributed to a positive gaming atmosphere by providing exceptional customer service to players of all skill levels.
- Enforced casino rules and regulations, promoting fair play among customers.
- Increased table revenue by accurately tracking time played, rake, and tips during each shift.
- Exceeded customer expectations through friendly interactions while maintaining focus on managing game play.
- Reduced errors in card handling by consistently practicing proper shuffling techniques and accurate card distribution.
- Promoted dialogue between players to support positive customer experience and engaged individuals or groups in game-related conversations to verify understanding of rules and player expectations.
Dual Rate Table Games Dealer
Harrah's Cherokee Casino Resort
04.2016 - 02.2019
- Managed multiple tables simultaneously, balancing guest engagement with accurate game execution.
- Maintained an organized workspace by managing chips, cards, and other essential equipment effectively.
- Supported marketing initiatives by participating in special events or promotions aimed at attracting new players or increasing player loyalty.
- Promoted responsible gaming practices among guests by monitoring behaviors and intervening appropriately when necessary.
- Handled high-pressure situations calmly while resolving guest disputes or discrepancies at the table games area.
- Developed strong rapport with guests, fostering a welcoming environment and encouraging repeat visits.
- Collaborated with fellow dealers, supervisors, and pit managers to maintain seamless operations on the casino floor.
- Served as a liaison between players and management during tournaments or high-stakes events, addressing any questions or concerns promptly.
Table Games Dealer
Harrah's Cherokee Casino Resort
08.2009 - 02.2019
- Managed high-stress situations effectively, remaining calm under pressure while maintaining professionalism with guests.
- 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.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Maintained a professional and welcoming atmosphere for players with excellent communication skills.
- Monitored game for potential security risk to protect operation and players.
- Answered players questions and resolved disputes to provide excellent customer service.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
Education
No Degree - Computer Science
Western Carolina University
Cullowhee, NC06.2024
No Degree -
Cross Keys High School
Atlanta, GA1994
Skills
- Strong Communication Skills
- Quick Decision Making
- Reliability and punctuality
- Patience and Persistence
- Positive Customer Experience
- Effective Time Management
- High concentration levels
- Continuous learning mindset
Certification
I have a Georgia Real Estate Salespersons license
Languages
Vietnamese
Native or Bilingual
English
Native or Bilingual
Timeline
Poker Dealer
Harrah's Cherokee Casino Resort
02.2019 - 02.2024
Dual Rate Table Games Dealer
Harrah's Cherokee Casino Resort
04.2016 - 02.2019
Table Games Dealer
Harrah's Cherokee Casino Resort
08.2009 - 02.2019
No Degree - Computer Science
Western Carolina University
No Degree -
Cross Keys High School
I have a Georgia Real Estate Salespersons license
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