Hi, I’m
RICHARD D. TUCK II
Hospitality
San Diego,CA
Summary
Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
years of professional experience
Work History
Yaamava Resort and Casino
Senior Manager, Customer Experience
05.2022 - 05.2024
Job overview
- Directed a team of 56 employees, including 17 managers, across five business areas: Casino Operations, Quality Assurance, Guest Recovery, Customer Experience Training, and Analytics
- Designed and executed a multi-year casino operations strategy aligned with the General Manager's objectives
- Revamped customer service training program, resulting in an 87.5% increase in Net Promoter Score (NPS)
- Led safety and personalized service initiatives, driving a 12% YOY increase in Customer Satisfaction (CSAT)
- Developed and deployed direct outreach crisis response strategies; recovering 4,000+ guests post-power outages
- Integrated safety protocols across Casino Operations and Emergency Services to enhance guest and employee safety
- Established loss prevention measures, partnering with Surveillance to investigate and resolve guest issues
Yaamava Resort and Casino
Casino Manager
11.2017 - 05.2022
Job overview
- Developed safety protocols and launched the Guest Safety Concierge as part of COVID-19 reopening strategy, ensuring compliance with CDC regulations and maintaining safety standards
- Managed shift operations for a gaming floor featuring 125+ table games and 4,700+ slot machines
- Served as a key liaison between General Management, Executives, and front-line teams, ensuring clear communication and alignment on business directives
- Cultivated strong relationships between Casino Operations and Tribal leadership to uphold service standards and drive positive guest experiences
- Partnered with Human Resources to design and facilitate supervisory and management training programs
- Led resolution of guest and employee disputes across food services, table games, slot operations, and employee relations, ensuring compliance with company policies and state regulations
Viejas Enterprise
Shift Manager, Table Games
05.2015 - 10.2017
Job overview
- Oversaw shift operations for 35 table games and 100 team members, managing daily revenues exceeding $1M
- Conducted operational training to enhance team competency in guest services, teamwork, and role responsibilities
- Led investigations into guest and employee disputes, ensuring fairness and mitigating fiscal and reputational risks
Chumash Casino and Resort
Shift Manager, RequestTable Games
11.2010 - 01.2015
Job overview
- Directed day-to-day operations of table games, supervising 30 supervisors and dealers while optimizing labor costs and shift schedules
- Ensured compliance with federal currency transaction regulations, prepared documentation for regulatory breaches, and led opening and closing procedures for table bankrolls
Education
Gaslamp Bartending SchoolSan Diego, Ca
No Degree from Mixology
04-2025
Southwestern CollegeChula Vista, Ca
No Degree from Hospitality Administration And Management
06-2027
Skills
- Full Knowledge of cocktails and preparation
- Customer Service
- Efficient in Toast and Agylisis POS systems
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
Timeline
Senior Manager, Customer Experience
Yaamava Resort and Casino
05.2022 - 05.2024
Casino Manager
Yaamava Resort and Casino
11.2017 - 05.2022
Shift Manager, Table Games
Viejas Enterprise
05.2015 - 10.2017
Shift Manager, RequestTable Games
Chumash Casino and Resort
11.2010 - 01.2015
Gaslamp Bartending School
No Degree from Mixology
Southwestern College
No Degree from Hospitality Administration And Management
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