Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas Russo

Malden,MA

Summary


Professional with strong background in casino operations and management. Skilled in team collaboration, conflict resolution, and customer service excellence. Known for adaptability and reliability in fast-paced environments. Effectively balances operational needs with regulatory compliance and guest satisfaction.

Overview

14
14
years of professional experience

Work History

Casino Floor Supervisor

Gate City Casino
02.2018 - Current
  • Optimized staffing levels according to fluctuating business needs, minimizing labor costs without sacrificing quality service delivery.
  • Maintained accurate records of all gaming activities, reporting discrepancies or suspicious activity to management as needed.
  • Assisted in resolving disputes between players and dealers, ensuring fair play standards were upheld at all times.
  • Enhanced customer satisfaction by effectively managing casino floor operations and addressing guest concerns promptly.
  • Implemented policies and procedures that promoted responsible gambling practices among patrons and staff members alike.
  • Managed high-stakes table games, ensuring accurate payouts and adherence to gaming regulations.
  • Collaborated with marketing team to develop promotions and special events that attracted new clientele to the casino floor.

Poker Supervisor

Encore Boston Harbor
09.2023 - 04.2024
  • Fostered a welcoming and inclusive gaming environment by addressing any instances of inappropriate behavior or language from players promptly and professionally.
  • Facilitated prompt resolution of disputes between players, ensuring fair outcomes in accordance with established rules and regulations.
  • Maximized table occupancy rates through proactive monitoring and timely adjustments in response to player preferences.
  • Developed comprehensive knowledge of gaming laws and regulations pertaining to the operation of a legal gambling establishment within the United States.
  • Performed paperwork required for monetary transactions.
  • Observed players for signs of cheating, notifying security staff of discovered evidence.
  • Boosted customer loyalty by offering consistent gaming standards and closely controlling dealers.
  • Contacted security department to discuss potential or confirmed illegal activities and cheating.

Poker Dealer

World Series of Poker
05.2011 - 07.2017
  • 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.

Education

Associate of Arts - Business

University of Massachusetts, Lowell
Lowell, MA

Skills

  • Surveillance monitoring
  • Guest relations
  • Gaming equipment maintenance
  • Policy enforcement
  • Casino game knowledge
  • Table game supervision
  • Training employees
  • Resolving complaints
  • Observing operations

Timeline

Poker Supervisor

Encore Boston Harbor
09.2023 - 04.2024

Casino Floor Supervisor

Gate City Casino
02.2018 - Current

Poker Dealer

World Series of Poker
05.2011 - 07.2017

Associate of Arts - Business

University of Massachusetts, Lowell

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Nicholas Russo