Stephanie Roque

• Assess employee performance consistently and deliver constructive feedback for enhancement.
• Engaged guests with positive, professional attitude to cultivate welcoming environment.
• Observed tables closely to spot errors and irregularities.
• Kept all games in compliance with casino and gaming standards.
• Collaborated with management team members to ensure that all policies and procedures were being followed correctly by employees at all times.
• Observed gamblers' behavior for signs of cheating and notified security staff.
• Monitored performance of dealers to ensure accuracy in dealing procedures and adherence to gaming regulations.
• Moderated floor disputes to protect business assets and resolve customer service issues.
• Notify Managers and Surveillance department of identified or suspected illegal play activities and player behaviors.
• Conducted periodic audits of assigned tables to ensure proper accounting procedures were followed.
• Resolved customer complaints efficiently while maintaining a professional demeanor.
• Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
• Maintained positive relationships with players, providing exceptional customer service when needed.
• Smoothly oversaw efficient and accurate monetary transactions between house and customers.
• Established and enforced banks and table limits for each game type.
• Observed gamblers to identify marking, switching and counting cards.
• Managed overall operation of casino table games in assigned pits in accordance with applicable state regulations, company policies and internal controls.
• Completed day-to-day duties accurately and efficiently.
• Worked effectively in team environments to make the workplace more productive.
• Recognized by management for providing exceptional customer service.
• Evaluated customer wins/losses in high limit room

• Analyzed reports to identify areas for improvement within the department.
• Assessed dealer performance through observation and feedback sessions.
• Served as a mentor for new Table Games Assistants.
• Addressed patron complaints and quickly payout errors and disputes.
• Removed non-abiding players and card counters for non-compliance with established rules.
• Developed strategies for improving customer satisfaction levels during peak times.
• Assessed staffing levels to verify proper shift coverage, staff rotations and breaks.
• Performed opening and closing duties such as bank reconciliation, cash handling, chip inventory counts and more.
• Managed table games personnel by handling scheduling, task delegation and employee relations.
• Monitored all gaming activities at assigned tables including game rules enforcement, security protocols, jackpot payouts and more.
• Executed promotions or special events according to established guidelines.
• Resolved conflicts between dealers and customers in a professional manner.
• Interacted with guests in order to enhance their overall experience at the casino.
• Explained game rules, betting limits, and house policies.
• Developed employee schedules based on business needs.
• Organized training sessions for staff members on proper game dealing techniques.
• Assisted in the development of daily operational procedures and policies to ensure compliance with gaming regulations.
• Supervised gaming tables and surrounding areas to enforce operational policies.
• Established work schedules and station arrangements for daily shifts.
• Resolved customer complaints and payout errors.
• Interpreted game guidelines and betting limits.
• Distributed complimentary hotel rooms, meals and discounts to players based on betting totals.
• Set and maintained bank and table limits for each game.
• Calculated summary sheets to display wager amounts and payoffs for tables and games.
• Provided customer service by resolving player disputes or complaints in a timely manner.
• Monitored card counting and suspicious behavior to proactively mitigate cheating.
• Circulated gaming tables to monitor dealer operations and player participation.
• Kept accurate records of employees' attendance and hours worked.
• Managed, trained and supervised a team of table games dealers and supervisors.
• Coordinated with other departments to provide an efficient workflow for players and staff alike.
• Investigated any suspicious activities at assigned tables to maintain the integrity of the casino floor.
• Ensured that all employees were adhering to company policies and procedures while on duty.
• Provided support and guidance to colleagues to maintain a collaborative work environment.

Established a solid foundation in casino industry with 27 years of diverse experience in WA, CA, and NV.
Evolved from Marketing roles to table games dealer, then advanced to supervisor and assistant shift manager.
Elevated to Shift Manager by consistently exceeding performance expectations and leading teams effectively.

Developed comprehensive understanding throughout 27 years in industry.
Prioritized exceptional customer service as a key success factor.
Managed challenging customer interactions with a focus on professionalism.