Rennessa Mann
Spring Creek,NV
Summary
Detail-oriented casino operations expert with a focus on revenue generation and regulatory compliance. Skilled in analyzing performance metrics to identify improvement areas, promoting teamwork, and ensuring a seamless guest experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Roadhouse Casino Manager
Golden Entertainment
Elko, NV
06.2024 - Current
- Managed daily operations to ensure a seamless guest experience within casino environment.
- Trained and supervised staff on customer service best practices and operational procedures.
- Coordinated events and promotions to enhance guest engagement and increase revenue streams.
- Monitored compliance with gaming regulations, ensuring adherence to all legal standards.
- Analyzed performance metrics to identify areas for improvement in service delivery.
- Developed training programs for new hires to ensure consistent service quality across the team.
- Implemented employee training programs to enhance staff skills and knowledge in the casino industry.
- Promoted a positive work environment by encouraging teamwork, open communication, and ongoing professional development for staff members.
- Coordinated with IT department to maintain smooth functioning of electronic gaming equipment throughout the facility.
- Increased customer satisfaction through attentive service and quick resolution of concerns.
- Fostered a culture of excellent customer service, leading by example and setting clear expectations for staff behavior and performance.
- Ensured compliance with gaming regulations by conducting regular audits and maintaining accurate records.
- Maintained strong relationships with vendors, resulting in favorable pricing agreements and reliable product delivery schedules.
- Coordinated staff schedules, rotations and breaks.
Bartender/host
MAVERICK Casino
Elko, NV
01.2024 - 05.2024
- Prepared and served a variety of cocktails and beverages to enhance customer experience.
- Maintained cleanliness and organization of bar area, ensuring compliance with health standards.
- Engaged with customers to provide recommendations and promote new menu items.
- Processed cash and credit transactions accurately during high-volume service periods.
- Assisted in training new staff on drink preparation techniques and customer service protocols.
- Collaborated with kitchen staff to coordinate timely delivery of food and beverage orders.
- Resolved customer inquiries and complaints promptly to ensure satisfaction and loyalty.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
Cage Host/Cashier Team Lead
Red Lion Hotel/casino (MAVERICK CASINO)
Elko, NV
06.2019 - 01.2024
- Supervised daily operations, ensuring compliance with gaming regulations and company policies.
- Trained and mentored staff on cash handling procedures and customer service excellence.
- Implemented process improvements to enhance transaction efficiency and accuracy.
- Conducted audits of cash drawers, identifying discrepancies and enforcing corrective actions.
- Collaborated with management to develop training programs for new hires, fostering skill development.
- Resolved customer inquiries and disputes, maintaining high levels of satisfaction and trust.
- Monitored performance metrics, providing feedback to team members to drive continuous improvement.
- Fostered a positive work environment by providing clear communication and maintaining open lines of communication between staff members.
- Cashed checks and paid out money by verifying correct signatures, numerical amounts, and sufficient funds in accounts.
- Observed and monitored status and cash inventory levels of ticket redemption kiosk machines to support maximum performance and availability to casino guests.
- Monitored inventory levels of cash drawers, chips, tokens, vouchers, ensuring optimal availability during high-volume periods without compromising security measures in place for storage access restrictions or transportation procedures.
- Maintained compliance with gaming regulations by regularly reviewing and updating cage policies and procedures.
- Utilized accurate exchange rates to redeem foreign currencies.
- Improved cash handling accuracy by implementing effective training programs for cage cashiers.
- Assisted guests with credit card advances, chip cash-outs and check cashing.
- Trained, supervised and evaluated workers.
Security Officer
Gold Dust West Casino
Elko, NV
08.2018 - 10.2020
- Monitored surveillance systems to detect suspicious activities and potential security breaches.
- Conducted thorough inspections of casino premises to ensure compliance with safety protocols.
- Responded promptly to incidents, providing assistance and maintaining order among patrons and staff.
- Collaborated with law enforcement officials during investigations to enhance security measures.
- Implemented process improvements that enhanced overall safety and efficiency within the casino environment.
- Developed incident reports detailing occurrences, ensuring accurate documentation for future reference.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Completed full building and grounds patrols to spot and investigate concerns.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Wrote detailed reports of all security breaches and investigations.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
Education
High School Diploma -
FIHS
Flandreau, SD06-1993
Skills
- Employee relations
- Gaming regulations
- Strong leadership
- Casino operations
- Problem-solving
- Multitasking
- Attention to detail
- Reliability
- Multitasking Abilities
- Organizational skills
- Written communication
- Time management abilities
- Staff training
- Professionalism
- Paperwork management
- Employee supervision
- Cash handling
- Adaptability and flexibility
- Data analysis
- Rule enforcement
- Vendor relations
- Casino operations management
- Floor monitoring
- Game rules enforcement
- Surveillance system operation
- Gambling regulations compliance
- Bank management
- Slot machine supervision
- House rule enforcement
- Casino promotion
- Revenue generation
Certification
Gaming license certified
Bar card holder certified
TAM card certified
Timeline
Roadhouse Casino Manager
Golden Entertainment
06.2024 - Current
Bartender/host
MAVERICK Casino
01.2024 - 05.2024
Cage Host/Cashier Team Lead
Red Lion Hotel/casino (MAVERICK CASINO)
06.2019 - 01.2024
Security Officer
Gold Dust West Casino
08.2018 - 10.2020
High School Diploma -
FIHS