Nicole Tyler-Bishop
Summary
Knowledgeable Slot Operations Manager at Rio Las Vegas Dreamscape. I excel in enhancing guest experiences and streamlining operations. My expertise on the Slot Floor with interpersonal communication has consistently improved department efficiency. Skilled in developing procedures and leading teams. strategic planning, staff development, and operational efficiency through effective leadership and innovative problem-solving.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Slot Operations Manager
Rio Las Vegas-Dreamscape
Las Vegas, Nevada
08.2023 - Current
- Coordinated and set up the Slot Operations Department with the Slot Director and CGO during the Dreamscape transition.
- Coordinated with other departments, including marketing, finance, and human resources. As well as local I.U.O.E. 501 union negotiations to ensure efficient operations.
- The setup of slot machines includes moves, installations, software updates, and conversions.
- Collaborated with team leaders on quality slot audits, including Internal, AML, and NGCB audits.
- Analyzed and controlled materials, supplies, and equipment operational expenses for both Slot Operations and Slot Performance.
- Prepared staff work schedules and assigned team members to specific duties.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Delivered positive guest experiences by implementing effective quality assurance practices.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked. As well as working with vendors to resell products for credit.
- Implemented and conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Delegated work to staff, setting priorities and goals.
- Recruited, hired, and trained crew members on the application of projects, guest relations, and guest service.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Enforced federal, state, local and company rules for safety and operations.
- Conducted testing of software and systems to ensure quality and reliability.
- IGT knowledge and experience, FJP, CWS, Translator, Advantage Monitor, Patron Management, Machine Accounting, and EZPay Client.
Slot Shift Manager
Cosmopolitan Of Las Vegas
Las Vegas, NV
07.2019 - 08.2023
- Enforced company policies regarding gameplay and machine usage while maintaining compliance with state regulations
- Conducting Suspicious Activity reports with AML/Compliance
- Provided guidance and mentorship for junior employees through coaching sessions and one on one meetings
- Monitored the gaming floor utilizing IGT/ Acres / Patron Management for suspicious activities in accordance with regulatory standards
- Monitored daily operations of the slot floor, overseeing staff performance and making adjustments as needed, worked with Workforce to generate employee schedules, and approve/ deny time off utilizing Workday
- Adjust/edit payroll with OKTA
- Collaborated with other departments within the casino to coordinate VIP arrivals for promotions and special events
- Coordinated with IT personnel regarding the installation of new equipment and software updates as needed, Mobile Host, Mobile Responder, MeterXpress
- Managed Patron Management accounts, Guest Connect for complementary issuance, and Identity play redemption
- Initiated corrective actions when necessary to ensure adherence to company standards
- Provided leadership to other staff members by demonstrating excellent customer service techniques and problem solving skills
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Resolved customer issues promptly and effectively using strong interpersonal skills
- Ensured that all safety standards were met and enforced safety policies among employees.
- Resolved customer complaints and payout errors.
- Scheduled, trained and managed staff to ensure adequate shift coverage.
Assistant Shift Manager
Cosmopolitan Of Las Vegas
Las Vegas, NV
02.2016 - 07.2019
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Provided feedback and guidance to staff on guest service procedures.
- Recruited and trained new employees to meet job requirements.
- Evaluated employee performance against established goals and objectives.
- Supervised staff members during their shifts to ensure they were following proper protocols.
- Responsible for handling disciplinary actions such as verbal warnings or suspensions.
- Provided excellent customer service by responding quickly to inquiries or requests from customers.
- Ensured compliance with all safety regulations and policies.
- Assisted with recruiting, interviewing, and hiring new employees.
- Addressed patron complaints and quickly payout errors and disputes.
- Assessed staffing levels to verify proper shift coverage, staff rotations and breaks.
- Verified jackpots paid out to customers and monitored payouts for accuracy.
- Maintained accurate records of cash transfers in alignment with regulatory requirements. Filed SARs when suspicious activities were investigated.
- Inspected slot machines periodically for malfunctions or repairs needed.
- Maintained accurate records of shift activity including money drops, fills, coin transfers, and other transactions.
Slot Guest Service Representative
Suncoast
Las Vegas, NV
11.2015 - 02.2016
- Maintained a professional attitude towards customers at all times.
- Built and maintained productive relationships with employees.
- Handled customer complaints professionally and efficiently.
- Handled jackpot processing and provided customers with tax forms and proper bills and change.
- Promoted loyalty programs to encourage repeat business.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Offered guests details regarding hotel's amenities, dining options, Slot games and attractions.
- Provided guidance to new team members on how to perform tasks correctly.
Slot Shift Manager
MGM Mirage
Las Vegas, NV
07.2008 - 07.2015
- Led and directed team members on effective methods, operations and procedures
- Created weekly schedules based on predicted staffing needs, budgets and employee requests
- Performed maintenance, repair and troubleshooting on slot machines in accordance with company policies and procedures
- Resolved customer complaints related to malfunctioning slot machines in a timely manner
- Provided customer service support by answering inquiries from guests regarding their experience playing the slot machines
- Worked with coworkers to complete tasks
- Pay Jackpots and conduct guest memberships with rewards club
- Clean assigned areas and stock the floor with supplies
- Developed and maintained positive relationships with guests, team members, and other departments to ensure a high level of customer service
- Direct responsibility for management, administration, and daily operations of a '4-Star/AAA 4-Diamond' resorts Slot Department with over 1,400 machines including High Limit Slot room
- Manage a floor staff of up to 25 employees including Assistant Shift Managers, Slot GSRs, and Slot Technicians
- Work with the Vice President of Slot Operations, Slot Director, Slot Technical Manager, and Executive Slot Hosts to ensure new player development
- Utilize IGT/ Acres system/ Patron Management to authorize/ deny credit limits and markers
- Create Title 31, MTL, CTR, suspicious Activity logs, accident and complaint reports
- Recruitment, interviewing, and hiring process with CTS, worked with Filenet and Workday to track and promote positive feedback with employees, written performance evaluations and discipline
Education
Associate In Arts (A.A.) - Liberal Arts
San Diego Miramar College
San Diego, California06.1992
Skills
- Interpersonal Communication Skills
- Delivery Schedules
- Effective Conflict Resolution Skills
- Department Coordination
- Guest Experience/Service
- Staff Support
- Problem-solving
- Maintaining compliance
- Inventory control
- Procedure development
- New product introductions strategies
- Policies and procedures implementation
Certification
NGCB R0111385
References
Michael DeJong - SVP, Slot Operations & Marketing at Wynn Resorts.
Office: 702-770-3050, Cell: 702-858-9901.
Kevin Sweet - SVP Casino Operations at Fontainebleau Las Vegas
Cell: 702-817-8298
Mike Garcia - Assistant Slot Operations Director, Venetian & Palazzo.
Cell: 951-536-6278
Timeline
Slot Operations Manager
Rio Las Vegas-Dreamscape
08.2023 - Current
Slot Shift Manager
Cosmopolitan Of Las Vegas
07.2019 - 08.2023
Assistant Shift Manager
Cosmopolitan Of Las Vegas
02.2016 - 07.2019
Slot Guest Service Representative
Suncoast
11.2015 - 02.2016
Slot Shift Manager
MGM Mirage
07.2008 - 07.2015
Associate In Arts (A.A.) - Liberal Arts
San Diego Miramar College
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