Open To Work
Michelle Hansmann
Mesa,AZ
Summary
Dynamic professional specializing in guest experience management, VIP services, and event coordination. Proven ability to enhance loyalty and satisfaction through personalized service and conflict resolution.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Player Developement
Gila River Gaming Enterprises Inc.
Chandler
09.2024 - 02.2026
- Coordinated guest experiences to enhance loyalty and satisfaction.
- Managed reservations and VIP guest services efficiently.
- Developed personalized service plans for frequent visitors.
- Organized special events and promotions to drive guest engagement and enhance overall experience.
- Issued rewards to guests, fostering loyalty and incentivizing high-dollar spending.
- Used player tracking system to determine eligibility for complementary services and prizes.
- Compiled reports, tracking responses to casino marketing initiatives to target qualified players.
- Developed customer relationships through personalized service and targeted incentives, encouraging repeat visits.
Cage Kiosk Attendant
Gila River Gaming Enterprises Inc.
Chandler
08.2023 - 09.2024
- maintains, troubleshoots, repairs, and replenishes cash in gaming kiosks, ATMs and ticket redemption machines
- ensured operational status of machines through minor repairs, cash balancing, and adherence to regulatory compliance procedures
- provided customer support by assisting with guest service inquiries and resolving issues
- Assisted guests with gaming inquiries and provided exceptional customer service.
- Operated and monitored gaming machines, ensuring compliance with regulations.
- Collaborated with team members to address guest needs and resolve issues promptly.
- conducted inventory checks on supplies and materials to maintain efficient kiosk operations
- Reported technical issues with machines to ensure swift repairs and minimal downtime.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Customer Service Associate
Lowes Home Improvment
Gilbert
01.2023 - 08.2023
- Guided customers in product selections, enhancing their shopping experience with knowledgeable recommendations.
- Addressed customer inquiries and resolved issues promptly, contributing to customer satisfaction.
- Processed returns and exchanges while ensuring compliance with company policies.
- Utilized point-of-sale systems to process transactions accurately and efficiently.
- Welcomed customers and assessed their needs to provide tailored assistance.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
Slot Floor Person
Gila River Gaming Enterprises Inc.
Laveen
01.2020 - 01.2023
- Supported players with machine operations and addressed gaming inquiries to enhance their experience.
- Handled cash transactions and ensured accurate payouts to maintain trust and compliance.
- Reported equipment malfunctions and escalated issues to supervisors promptly.
- Maintained cleanliness and organization of the gaming floor environment.
- Fostered positive relationships with customers through engaging interactions to promote a welcoming atmosphere.
- Utilized effective communication skills when interacting with customers or fellow team members.
- Reported any suspicious behavior or violations of gaming regulations to management immediately.
- Ensured that all gaming regulations were followed while performing duties on the casino floor.
- Verified payout amounts for winners on the casino floor.
Bingo Floor Clerk
Gila River Gaming Enterprises Inc.
Laveen
05.2019 - 01.2020
- Enforced gaming regulations, ensuring compliance among guests and staff to maintain a fair gaming environment.
- Processed cash transactions efficiently during bingo games.
- Maintained accurate records of cash flow and payouts, supporting financial integrity and transparency.
- Monitored gaming areas for compliance with regulations.
- Assisted customers with purchasing bingo cards and verifying payment methods.
- Delivered exceptional customer service while assisting guests in person and over the phone, enhancing overall guest experience.
- Adhered to all safety protocols established by company policies and government regulations.
- Greeted customers and provided information regarding bingo rules and regulations.
- Performed daily cash drawer balancing procedures at beginning and end of shift.
Slot key person
Casino Arizona at Talking Stick Resort
Scottsdale
10.2016 - 04.2019
- Managed cash handling processes, ensuring transaction accuracy and security.
- Monitored gaming areas for adherence to safety protocols and operational standards.
- Assisted in resolving guest complaints promptly and effectively to maintain service quality.
- Ensured compliance with gaming regulations and internal policies consistently.
- Delivered exceptional customer service, enhancing guest experiences on the gaming floor.
- Processed cash and ticket transactions accurately at the slot machine area.
- Provided cash payouts for jackpots and change to enhance player satisfaction.
cage technician
Casino Arizona at Talking Stick Resort
Scottsdale
08.2014 - 10.2016
- Managed daily kiosk operations and ensured smooth customer service experiences.
- Operated point-of-sale systems to process transactions efficiently.
- Monitored inventory levels and restocked products to ensure product availability.
- Monitored kiosk cleanliness and organized displays for optimal visibility.
- Maintained high standards of customer service to enhance customer satisfaction during high-volume shifts.
- Greeted customers and provided customer service.
- Followed company policies and procedures while interacting with customers in a courteous manner.
- Conducted regular maintenance checks on equipment to ensure optimal functionality and prevent downtime.
Count Team Supervisor
Casino Arizona at Talking Stick Resort
Scottsdale
09.2013 - 08.2014
- Supervised staff to ensure compliance with casino policies and procedures, enhancing operational integrity.
- Trained new employees on customer service standards and operational protocols, improving guest interactions.
- Led and managed employees in collaboration with company leaders to align team goals with organizational objectives.
- Communicated effectively with other departments to ensure that all projects are completed on time.
- Supervise and assist in all activities of the drop/count staff, ensuring guest satisfaction and procedural compliance
Count Team Member
Casino Arizona at Talking Stick Resort
Scottsdale
01.2013 - 09.2013
- Counted and verified cash and chips for accuracy.
- Maintained security protocols during cash handling procedures.
- Operated currency counting machines efficiently and safely.
- Reported discrepancies and irregularities to management to ensure prompt resolution.
- Organized and secured cash storage areas after counts were completed.
- Adhered to gaming regulations during all counting activities.
- Demonstrated strong communication skills when interacting with customers and coworkers.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Verified accuracy of documents, such as invoices and receipts, to ensure proper cash handling procedures were followed.
- Reviewed discrepancies between physical counts and computer-generated reports to maintain accuracy.
- Organized and maintained accurate records for all transactions.
- Reconciled inventory discrepancies through thorough research and investigation to uphold cash handling integrity.
- Correctly identified counterfeit bills before they entered into circulation.
- Ensured compliance with safety regulations when operating machinery or equipment related to counting duties.
- Adhered to security protocols and cash-handling best practices to maintain correct totals.
Shift leader
Blockbuster Video
Gilbert
09.2007 - 04.2013
- Supervised team operations during shifts, ensuring efficient workflow and timely service delivery.
- Supervised and led employees to maintain productivity and customer service levels.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Resolved customer complaints promptly and professionally.
- Trained new employees on company policies and procedures.
- Managed daily workflow and scheduled staff for adequate coverage.
- Managed inventory by monitoring stock, ordering supplies as needed, and confirming product quality for use or sale.
- Managed inventory levels and placed orders for necessary supplies.
- Upheld company standards and compliance requirements for operations.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Confirmed accuracy of daily sales reports before submitting them to management for review.
- Uphold company standards and compliance requirements for operations.
Education
Associate of Science - Electronics Engineering Technologies
Eastern New Mexico University
Portales, NM12-1994
Skills
- Player tracking
- VIP services
- Guest management
- Event coordination
- Relationship management
- Conflict resolution
- Cash handling
Certification
completed 9 weeks of poker training with GRGE
References
References available upon request.
Work Preference
Job Search Status
Open to workWork Type
Full TimeSalary Range
$47000/yr - $200000/yrTimeline
Player Developement
Gila River Gaming Enterprises Inc.
09.2024 - 02.2026
Cage Kiosk Attendant
Gila River Gaming Enterprises Inc.
08.2023 - 09.2024
Customer Service Associate
Lowes Home Improvment
01.2023 - 08.2023
Slot Floor Person
Gila River Gaming Enterprises Inc.
01.2020 - 01.2023
Bingo Floor Clerk
Gila River Gaming Enterprises Inc.
05.2019 - 01.2020
Slot key person
Casino Arizona at Talking Stick Resort
10.2016 - 04.2019
cage technician
Casino Arizona at Talking Stick Resort
08.2014 - 10.2016
Count Team Supervisor
Casino Arizona at Talking Stick Resort
09.2013 - 08.2014
Count Team Member
Casino Arizona at Talking Stick Resort
01.2013 - 09.2013
Shift leader
Blockbuster Video
09.2007 - 04.2013
Associate of Science - Electronics Engineering Technologies
Eastern New Mexico University