Robert Howell
Sylvania,OH
Summary
Operations Manager with over 20 years of customer service and management experience in casino settings. Knowledgeable about compliance, staff training and development, and team building. Bringing out best in staff members through exceptional management techniques.
Overview
23
23
years of professional experience
Work History
Table Games Shift Manager
Hollywood Casino Toledo
Toledo, OH
02.2012 - Current
- Trained over 50 front line staff, supervisors, managers, Lucas County Prosecutors, and Gaming Agents in rules regulations and asset protection.
- Managed up to 60 employees and oversaw state and federal compliance with company standards for casino industry.
- Department hiring representative, responsible for Post Pandemic Recovery, and Recruitment.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached team members to optimize performance and motivate toward more efficient work.
- Oversaw revenue in excess of $35 million per year operation.
- Recruited and interviewed candidates for management to evaluate readiness and fit for position.
- Re-wrote and improved operational procedures and internal controls to increase productivity and profitability while meeting state and federal requirements.
Table Games Shift Manager
Harrington Raceway And Casino
Harrington, DE
03.2010 - 02.2012
- Checked on staff regularly and adjusted workflows, assignments and schedules for more than 40 tables, to stay ahead of expected demand.
- 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.
- Interviewed, hired and trained new gambling floor workers.
- Helped market casino to target groups to bring in business and sustain continued profits.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Interpreted and enforced rules for gameplay and betting limits.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
Casino Pit Manager
Grand Victoria Casino Elgin
Elgin, IL
04.2003 - 03.2010
- Organized and controlled over 12 games including; blackjack, craps, roulette, baccarat, and poker based games.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- 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.
- Monitored gaming operations continuously to check on dealers and players.
Back-Up Shift Manager
MotorCity Casino
Detroit, MI
06.1999 - 04.2003
- Set up and created scheduling for 144 table games and over 900 total employees.
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw table games compliance with company standards.
- Exercised composure under pressure and in escalated customer service scenarios.
- Maintained energy and enthusiasm in fast-paced environment.
Education
Bachelor of Arts - Business Administration
Columbia College
Columbia, MO06.2009
Skills
- Team Engagement
- Manage Profitability
- Customer Relationship Management
- Compliance and Internal Control Requirements
- Training and Recruitment
- Asset (Game) Protection
- Continuous Improvement Planning
Timeline
Table Games Shift Manager
Hollywood Casino Toledo
02.2012 - Current
Table Games Shift Manager
Harrington Raceway And Casino
03.2010 - 02.2012
Casino Pit Manager
Grand Victoria Casino Elgin
04.2003 - 03.2010
Back-Up Shift Manager
MotorCity Casino
06.1999 - 04.2003
Bachelor of Arts - Business Administration
Columbia College
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