Ronald Thompson
Morris
Summary
Results-driven Table Games Shift Manager with extensive experience in employee training, guest relations, and problem-solving. Proven ability to implement process improvements and enhance team performance, ensuring compliance and exceptional guest experiences.
Overview
21
21
years of professional experience
Work History
Table Games Shift Manager
River Spirit Casino Resort
10.2018 - Current
- Supervised table games operations, ensuring compliance with gaming regulations and policies.
- Trained and mentored staff on game rules, customer service, and operational procedures.
- Managed daily cash flow and reconciled transactions to maintain accurate financial records.
- Resolved customer disputes and inquiries to enhance guest experience and satisfaction.
- Implemented process improvements that increased efficiency in table game operations.
- Conducted performance evaluations for team members, fostering professional development and accountability.
- Increased overall efficiency by streamlining shift schedules and coordinating staff assignments.
- Coordinated communication between floor staff, dealers, cage personnel, security officers for seamless operations during shifts.
- Continuously updated knowledge of industry trends regarding gaming rules changes and advancements in technology.
- Monitored employee morale closely by fostering a positive work environment that encouraged teamwork among team members.
- Developed strong relationships with high-value players to maintain their loyalty and encourage repeat visits.
- Participated in hiring decisions for new employees by conducting interviews alongside human resources representatives.
- Conducted thorough investigations of suspected cheating or fraudulent activity in collaboration with security personnel.
- Ensured accurate reporting of shift activities to upper management in detailed end-of-shift reports.
- Regularly reviewed surveillance footage for signs of suspicious behavior or potential risks to the casino''s assets.
- Maintained gaming integrity, ensuring adherence to casino policies and regulatory requirements.
- Improved employee performance with regular coaching, feedback, and performance evaluations.
- Coordinated staff schedules, rotations and breaks.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Table Games Floor Supervisor
Cherokee Casino & Hotel West Siloam Springs
03.2005 - 07.2018
- Supervised daily operations of table games, ensuring compliance with gaming regulations.
- Trained and mentored staff on customer service excellence and game procedures.
- Monitored table game performance, identifying and implementing process improvements.
- Resolved player disputes and escalated issues to management when necessary.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Managed disputes diplomatically, ensuring fair resolutions while maintaining a positive atmosphere for all guests.
- Ensured compliance with state gaming regulations through vigilant observation of table games and staff performance.
Education
No Degree - Gender Studies
Williams Baptist College
Walnut Ridge, ARNo Degree - Gender Studies
Northeastern State University
Tahlequah, OKNo Degree - HVAC, Graphic Design
OSU-Okmulgee
Okmulgee, OKNo Degree - Business Administration
Oklahoma University
Norman, OKSkills
- Employee training
- Guest relations
- Scheduling coordination
- Policy enforcement
- Software knowledge
- Sales strategies
- Compliance monitoring
- Professional networking
- Revenue generation
- Dispute mediation
- Table game operations
- Game monitoring
- Gaming regulations
- Employee relations
- Strong leadership
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Employee supervision
- Paperwork management
- Task prioritization
- Self motivation
- Analytical thinking
- Conflict resolution
- Goal setting
- Professionalism
- Customer complaint resolution
- Inventory management
- Written communication
- Staff scheduling
- Rule enforcement
- Analytical skills
- Game rules enforcement
Timeline
Table Games Shift Manager
River Spirit Casino Resort
10.2018 - Current
Table Games Floor Supervisor
Cherokee Casino & Hotel West Siloam Springs
03.2005 - 07.2018
No Degree - Gender Studies
Williams Baptist College
No Degree - Gender Studies
Northeastern State University
No Degree - HVAC, Graphic Design
OSU-Okmulgee
No Degree - Business Administration
Oklahoma University