Norma Orton
Reno
Summary
Dynamic Table Games Supervisor with a proven track record in enhancing customer satisfaction and resolving disputes. Committed to maintaining compliance and fostering a welcoming environment for players.
Overview
22
22
years of professional experience
Work History
Dual Rate Table Games Supervisor
Nugget Casino and Resort
Sparks, NV
09.2024 - Current
- Supervised daily operations of table games, ensuring compliance with gaming regulations and company policies.
- Trained and mentored new dealers, enhancing their skills and knowledge of game procedures.
- Monitored game activities to identify and resolve player disputes efficiently.
- Coordinated with security personnel to maintain a safe gaming environment for guests and staff.
- Implemented strategies to improve customer engagement and satisfaction during gameplay.
- Ensured compliance with state gaming regulations through diligent monitoring of all gaming activities on the casino floor.
- Supported casino promotions by actively engaging guests at the tables and encouraging participation in promotional events.
- Established strong relationships with players by providing exceptional customer service and promptly resolving disputes.
Owner/Operator
Chica’s Bar
Sparks, NV
10.2019 - 08.2024
- Managed daily operations, ensuring efficient workflow and high customer satisfaction.
- Developed and implemented marketing strategies to increase brand visibility and attract new customers.
- Trained and mentored staff, promoting a culture of teamwork and accountability.
- Oversaw inventory management, optimizing stock levels to reduce waste and improve profitability.
- Established relationships with suppliers, negotiating favorable terms for quality products.
- Coordinated events and promotions, driving engagement and increasing foot traffic during peak times.
- Implemented cost-control measures, enhancing financial performance while maintaining service quality.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Trained and motivated employees to perform daily business functions.
General Manager
Sierra Classic Foods Dba Wendys
Sparks, NV
06.2017 - 10.2019
- Oversaw daily restaurant operations, ensuring efficient service and adherence to quality standards.
- Implemented new training programs, enhancing staff performance and customer satisfaction.
- Developed and managed budgets, optimizing resource allocation and cost control measures.
- Analyzed sales trends to drive promotional strategies and improve revenue generation.
- Fostered a positive work environment, promoting teamwork and staff retention initiatives.
- Led regular team meetings to communicate goals, expectations, and performance feedback.
- Enhanced guest experience through targeted feedback collection and service improvements.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
Table Games Dealer
Peppermill Casino
Reno, NV
11.2003 - 06.2017
- Dealt various table games, ensuring adherence to house rules and game procedures.
- Monitored gameplay for compliance with gaming regulations and standards.
- Trained new dealers on game rules, dealer procedures, and customer service excellence.
- Provided exceptional customer service, fostering a welcoming environment for players.
- Resolved conflicts and disputes swiftly, maintaining integrity of gaming operations.
- 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.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
- Monitored game for potential security risk to protect operation and players.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Maintained a professional and welcoming atmosphere for players with excellent communication skills.
- 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
High School Diploma -
Wooster High School
Reno, NVSkills
- Guest relations
- Policy enforcement
- Employee scheduling
- Game rules
- Resolving complaints
- Table game operations
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Dual Rate Table Games Supervisor
Nugget Casino and Resort
09.2024 - Current
Owner/Operator
Chica’s Bar
10.2019 - 08.2024
General Manager
Sierra Classic Foods Dba Wendys
06.2017 - 10.2019
Table Games Dealer
Peppermill Casino
11.2003 - 06.2017
High School Diploma -
Wooster High School