Summary
Overview
Work History
Education
Skills
Otherspecializedtraining
Specializedtraining
Certification
Timeline
Generic

SHELLY STEVENS

Green Bay,WI

Summary

Results-driven gaming management professional with extensive experience at Oneida Casino Hotel, skilled in motivating teams to consistently surpass performance targets. Expertise in casino operations management and customer service has led to remarkable player retention and satisfaction rates. Demonstrated success in crafting and executing promotional strategies while nurturing team development. Strategically minded Table Games Manager known for high productivity and efficient task completion. Possess specialized skills in team leadership, regulatory compliance, and customer service excellence. Excel in communication, problem-solving, and adaptability, ensuring smooth operation of table games department and delivering outstanding guest experience.

Overview

21
21
years of professional experience
1
1
Certification

Work History

TABLE GAMES MANAGER

Oneida Casino Hotel
Green Bay, WI
02.2022 - Current
  • Manage all working functions relative to the operation of the Table Games/Poker Room operations
  • Provide effective leadership/management direction for all Table Games personnel
  • Establish performance measures for Table Games and Poker activities
  • Develop/monitor/manage department budget to ensure the department runs efficiently with meeting and/or exceeding established fiscal and performance goals
  • Develop/implement/maintain departmental goals that are aligned with the gaming division/strategy
  • Provide excellent customer service/solutions for all internal/external customers
  • Ensure department procedures are developed, enforced, implemented and effective
  • Monitor work performance to ensure improvements are implemented for personnel/departmental growth
  • Managed table games personnel by handling scheduling, task delegation and employee relations.

PLAYERS CLUB MANAGER

Oneida Casino Hotel
Green Bay, WI
08.2014 - 02.2022
  • Coordinate/manage all working functions relative to the operation of the Players Club and Tour Bus Operations
  • Provide effective leadership/management direction for all Players Club personnel
  • Assess/manage all work performance activities related to Casino promotions including facilitation of promotions for all Casino locations
  • Analyze Tour Bus offers through established database
  • Develop/monitor/manage department budget to ensure the department runs efficiently with meeting and/or exceeding established fiscal and performance goals
  • Develop/implement/maintain departmental goals that are aligned with the gaming division/strategy
  • Coordinate/promote Players Club interests to personnel/guests to increase player loyalty/retention
  • Provide excellent customer service/solutions for all internal/external customers
  • Ensure department procedures are developed, enforced, implemented and effective
  • Monitor work performance to ensure improvements are implemented for personnel/departmental growth
  • Develop/monitor/maintain communication programs for Tour Bus operation/Players Club

POKER ROOM MANAGER

Oneida Casino Hotel
Green Bay, WI
06.2004 - 08.2014
  • Coordinated and managed all working functions of the Poker Room operation.
  • Provide effective leadership and management direction for all Poker Room personnel.
  • Develop, monitor, and manage the department budget to ensure the department runs efficiently while meeting and/or exceeding established fiscal and performance goals.
  • Review the monthly and annual financial statements regarding the Poker Room.
  • Provide excellent customer service and solutions for all internal and external customers.
  • Provide effective communication practices with marketing personnel to ensure all procedures and processes are understood for all poker room tournaments and special events.
  • Ensure adherence to Tribal, State, and Federal regulations related to Class II gaming.
  • Ensure department procedures are developed, enforced, implemented, and effective.
  • Implemented poker tournaments to include the World Series of Poker, free roll, specialty tournaments, and celebrity poker promotional events.
  • Implemented promotions geared towards poker player retention to include the Bad Beat Jackpot, Royal Flush, and Aces Cracked Bonus.
  • Develop/create promotional flyers, signage, direct mail pieces, and commercials.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Oversaw daily operations, maintaining efficiency and quality standards.

Education

BACHELOR’S DEGREE - Business Management, Criminal Justice

Concordia University
Green Bay, WI
04.2009

Skills

  • Motivational skills
  • Gaming regulation compliance
  • Event planning
  • Strong communication skills
  • Casino operations management
  • Employee training and development
  • Strong leadership
  • Interpersonal communication
  • Decision-making
  • Customer service
  • Time management
  • Excellent communication
  • Professionalism
  • Organizational skills
  • Attention to detail
  • Problem-solving abilities
  • Team leadership

Otherspecializedtraining

  • Essentials of Leadership, St. Norbert College
  • Leadership Series/Coaching for Success, St. Norbert College
  • Leadership Series/Coaching for Improvement, St. Norbert College
  • Inside Out Coaching for Leaders, Oneida Tribe of Indians/WI
  • Facilitating Organizational Change, ASTD Education Program
  • Facilitation Skills Training, Oneida Tribe of Indians/WI
  • Face to Face Communication, Oneida Tribe of Indians/WI
  • Leading at the Speed of Trust, Oneida Tribe of Indians/WI
  • Seven Habits of Highly Effective People, Steven Covey
  • The Four Disciplines of Execution, Franklin Covey
  • Facilitating for Results, Zenger Miller
  • Essentials of Project Management, International Institute for Learning, Inc.
  • Disciplinary Procedures/Drug & Alcohol Training/EEO Training, Oneida Tribe of Indians/WI

Specializedtraining

  • Management of Table Games Operations, University of Nevada, Reno, NV
  • Tribal, State & Federal regulations as they relate to Class II and Class III Gaming
  • Trained in various Table Games: Craps, Roulette, Let-it-Ride, Three Card Poker, Caribbean Stud, Mini Baccarat, & Pai-Gow

Certification

  • Leadership Transformation Program - Initiative One
  • Train-the-Trainer Leadership Transformation - Initiative One
  • Essentials of Leadership - St. Norbert College
  • Leadership Series-Coaching for Success - St. Norbert College
  • Leadership Series-Coaching for Improvement - St. Norbert College
  • Seven Habits of Highly Effective People - Steven Covey
  • The Four Disciplines of Execution - Franklin Covey
  • Essentials of Project Management - International Institute for Learning, Inc.

Timeline

TABLE GAMES MANAGER

Oneida Casino Hotel
02.2022 - Current

PLAYERS CLUB MANAGER

Oneida Casino Hotel
08.2014 - 02.2022

POKER ROOM MANAGER

Oneida Casino Hotel
06.2004 - 08.2014

BACHELOR’S DEGREE - Business Management, Criminal Justice

Concordia University

Similar Profiles

CREATE PROFILE
SHELLY STEVENS