Talia Eckman
North Providence,RI
Overview
20
20
years of professional experience
Work History
Regional Players Club Manager
Bally's Hotel & Casino
Lincoln, Rhode Island
04.2018 - Current
- Opened the Tiverton Players Club.
- Ensuring all internal and external requirements are met.
- Ordered all hardware and supplies, making sure all were on the property and ready to use.
- Manage employees' relationships.
- Train all staff on database systems.
- Effectively manage a budgeted weekly schedule and payroll process.
- Scheduled and managed staff, ensuring proper coverage for all shifts.
- Developed and implemented operational policies and procedures to ensure compliance with company standards.
- Recruited, interviewed, hired, trained and supervised personnel in accordance with established guidelines.
- Assisted in executing all promotions, events, and concerts, and coordinating with multiple departments to ensure successful marketing plans.
- Remained within or under budget during event planning to promote financial stability.
- Resolved customer complaints or escalated them as appropriate while maintaining a positive attitude.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Conducted performance reviews for team members.
- Ensured compliance with industry regulations and company policies.
- Negotiated contracts and agreements with the union
Players Club Manager
Bally's Hotel & Casino
Lincoln, Rhode Island
01.2010 - 04.2018
- Evaluated employee performance through regular feedback sessions and annual reviews.
- Developed and implemented operational policies and procedures to ensure compliance with company standards.
- Resolved customer complaints or escalated them as appropriate while maintaining a positive attitude.
- Managed payroll process including tracking hours worked by staff members and calculating wages due.
- Recruited, interviewed, hired, trained and supervised personnel in accordance with established guidelines.
- Attended weekend night events to observe and analyze club operations.
- Calculated payroll by recording employee hours worked and approved time off requests.
- Provided staff to execute all promotions and events.
- Transitioned from a non-union to a union department.
Players Club Assistant Manager
Twin River Casino
Lincoln, Rhode Island
01.2008 - 01.2010
- Maintained an inventory of supplies needed for day-to-day operations of the club.
- Supervised staff members during their shifts to ensure they followed proper procedures.
- Provided customer service support to members and guests at the front desk.
- Organized and maintained all paperwork related to club operations.
- Participated in weekly team meetings to discuss progress on projects.
- Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Players Club Supervisor
Twin River Casino
Lincoln, Rhode Island
01.2006 - 01.2008
- Monitored players' accounts for accuracy and compliance with established policies and procedures.
- Assisted in resolving any disputes between customers related to their accounts or points balances.
- Provided customer service to casino guests in the form of Player's Club transactions, promotional offers, and question resolution.
- Developed strategies to attract new members by offering attractive promotions and loyalty rewards programs.
- Supervised and coordinated Players Club operations to ensure smooth running of daily activities.
- Assisted with training new employees on Players Club procedures including point tracking, redemption processes, and membership benefits.
Gaming Attendant
Lincoln Park Casino
Lincoln, Rhode Island
04.2005 - 01.2006
- Handled customer complaints professionally while providing solutions in a timely manner.
- Provided advice and guidance to customers regarding the best game choices based on their interests and skill level.
- Greeted customers upon arrival and provided assistance with game selection.
- Assisted customers in setting up their gaming systems and troubleshooting any technical issues that arose.
Education
Bachelor of Science - Information Technology
Rhode Island College
Providence, RI08-2003
Skills
- Customer service
- Employee training
- Payroll administration
- Budget management
- Event planning
- Regulatory compliance
- Team building
- Operational policies
- Conflict resolution
- Customer service leadership
- Budget control
- Marketing strategy
- Adaptability
Timeline
Regional Players Club Manager
Bally's Hotel & Casino
04.2018 - Current
Players Club Manager
Bally's Hotel & Casino
01.2010 - 04.2018
Players Club Assistant Manager
Twin River Casino
01.2008 - 01.2010
Players Club Supervisor
Twin River Casino
01.2006 - 01.2008
Gaming Attendant
Lincoln Park Casino
04.2005 - 01.2006
Bachelor of Science - Information Technology
Rhode Island College