Osvaldo Grimaldi
Norwich,CT
Overview
38
38
years of professional experience
Work History
Table Games Dual Rate Pit Manager
Mohegan Sun Resort & Casino
12.2002 - Current
- Supervised gaming operations to ensure compliance with regulations and internal policies.
- Trained and mentored staff in customer service excellence and operational procedures.
- Implemented strategies to enhance guest experience and increase player engagement.
- Managed table game schedules, optimizing staffing levels for peak performance.
- Resolved escalated customer issues efficiently, maintaining positive guest relations.
- Analyzed gaming trends to recommend improvements in game offerings and promotions.
- Ensured compliance with all applicable gaming regulations through diligent monitoring of pit activities and staff conduct.
- Managed daily chip inventory, ensuring accuracy of counts and proper distribution among tables.
- Streamlined dealer rotation schedules, optimizing game flow and maximizing efficiency on the pit floor.
- Collaborated with surveillance teams to identify potential fraud or cheating activities, ensuring a secure gaming environment for all guests.
- Boosted customer satisfaction through efficient resolution of disputes and timely handling of player requests.
- Mentored new dealers, sharing expertise in game rules and best practices for exceptional customer service.
- Evaluated dealer performance regularly, providing constructive feedback and recommending necessary adjustments when needed.
- Developed strong relationships with guests, resulting in increased loyalty and return visits.
- Promoted a positive workplace culture by modeling professional behavior and addressing any interpersonal conflicts swiftly and effectively.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Monitored gaming operations continuously to check on dealers and players.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
- Interpreted and enforced rules for gameplay and betting limits.
Table Games Floor Supervisor
Condado Plaza Hotel & Casino
10.1987 - 12.2002
- Supervised daily operations of table games to ensure compliance with gaming regulations.
- Trained and mentored staff on game procedures and customer service excellence.
- Monitored gameplay for accuracy, addressing discrepancies and enforcing house rules.
- Coordinated with security to maintain a safe gaming environment for guests and employees.
- Conducted regular performance evaluations of table games staff, identifying areas for improvement and providing constructive feedback.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Enhanced customer experiences by maintaining a professional and welcoming gaming environment.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Provided exceptional guest service, resulting in repeat business and positive word-of-mouth referrals.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Increased productivity by implementing time-saving procedures for opening/closing tables and completing necessary paperwork accurately.
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary.
- Oversaw area games to maintain security and compliance.
- Monitored chips purchases, table inventories, and player win ratios.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Trained, supervised and evaluated workers.
Education
Teller -
Instituto De Banca & Comercio
Hato Rey, PR01-1987
Associate of Business Administration -
Colegio Universitario Metropolitano
Cupey, PR08-1986
Skills
- Strong decision-making
- Financial reporting and analysis
- Time management expertise
- Team leadership and motivation
- Professionalism and ethics
- Staff training and development
- Table games supervision
- Employee relations
- Strong leadership
- Gaming regulations
- Casino operations
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Team leadership
- Team collaboration
- Active listening
- Adaptability and flexibility
- Decision-making
- Cash handling
- Relationship building
- Security procedures
- Employee supervision
- Team building
- Paperwork management
- Self motivation
- Interpersonal skills
- Conflict resolution
- House rule enforcement
Languages
Spanish
Native or Bilingual
Timeline
Table Games Dual Rate Pit Manager
Mohegan Sun Resort & Casino
12.2002 - Current
Table Games Floor Supervisor
Condado Plaza Hotel & Casino
10.1987 - 12.2002
Teller -
Instituto De Banca & Comercio
Associate of Business Administration -
Colegio Universitario Metropolitano