Manager Customer Service
Resume:
NAPOLEON B. TABOT
H U M A N R E S O U R C E G E N E R A L I S T
**************@*****.***
SUMMER 1336 F air fax Circle East, Boynton Beach, FL 33436
•Dedicated and focused professional with demonstrated history of success overseeing the hiring, training, development and management of Table Games Operations for multi-million dollar establishments throughout the US. Adept at establishing and maintaining cohesive client relations with HR Management and Organisational Behavior 20+ years’ expertise in operations management with experience in recruitment and on boarding processes.
EDUCATION
Masters of Business Administration STRAYER UNIVERSITY
CORAL SPRINGS, FL
Bachelor of Business Administration STRAYER UNIVERSITY
CORAL SPRINGS, FL
HIGHLIGHTS
Staffing and Recruiting professional Off-boarding
Interviewing expertise
Performance management strategies Employment law knowledge Employee relations
Manager coaching and training Hiring and retention
Training and development Regulatory compliance New hire orientation
KNOWLEDGE
Sales and Marketing
Customer and Personal Service Administration and Management Personnel and Human Resources Education and Training
Critical Thinking Monitoring
Judgment & Decision Making Service Orientation
WORK STYLES
Alarm systems Desktop calculator Notebook computers Two way radios
EXPERIENCE
Table Game Manager December 2008 - Present
Seminole Hard Rock Hotel & Casino Hollywood, Florida
•Direct and motivate subordinates, providing guidance and direction, including setting performance, Standards and Monitoring Performance.
•Review productivity and efficiency of team members, including periodic evaluations.
•Prepare work schedules and station assignments, maintain attendance records.
•Monitor staff to ensure adequate staff arrange for staff rotations, breaks and time-off.
•Conduct individual or group pre-shift meetings with team members and provide daily positive feedback.
•Address and manage complaints, grievances or concerns from team members.
•Establish policies and procedures on issues relevant to offers and the extension of credit.
•Perform day-to-day administrative tasks, such as the maintenance of confidential employee files and processing of HR related paperwork.
Casino Services Team Lead February 2005 - February 2008
Wynn Resorts Las Vegas, NV
•Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service.
•Observe gamblers’ behavior for signs of cheating, such as marking, switching, or counting cards,
and notify security staff of suspected cheating.
•Greet customers and ask about the quality of service they are receiving.
•Perform paperwork required for monetary transactions.
•Explain and interpret house rules, such as game rules or betting limits, for patrons.
•Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games.
•Resolve customer or employee complaints.
•Report customer-related incidents occurring in gaming areas to supervisors.
•Establish and maintain banks and table limits for each game.
•Monitor stations and games and move dealers from game to game to ensure adequate staffing.
•Evaluate workers’ performance and prepare written performance evaluations.
•Monitor patrons for signs of compulsive gambling, offering assistance if necessary.
•Record, issue receipts for, and pay off bets.
•Monitor and verify the counting, wrapping, weighing, and distribution of currency and coins.
•Determine how many gaming tables to open each day and schedule staff accordingly.
•Direct workers compiling summary sheets for each race or event to record amounts wagered and amounts to be paid to winners.
•Supervise the distribution of complimentary meals, hotel rooms, discounts, or other items given to players, based on length of play and amount bet.
•Review expenses, budget estimates, betting accounts, or collection reports for accuracy.
ABILITIES
Oral Comprehension Oral Expression Speech Clarity Written Expression Problem Sensitivity Speech Recognition Deductive Reasoning Fluency of Ideas
Written Comprehension
SKILLS
Speaking
Active Listening Social Perceptiveness Persuasion Coordination
Critical Thinking Monitoring
Judgment & Decision Making Service Orientation
KNOWLEDGE
Sales and Marketing
Customer and Personal Service Administration and Management Personnel and Human Resources Education and Training
Critical Thinking Monitoring
Judgment & Decision Making Service Orientation
WORK CONTEXT
Face-to-Face Discussions Environmentally Controlled Contact With Others
Deal With External Customers Work With Work Group or Team Frequency of Decision Making Spend Time Standing
Physical Proximity
Deal With Unpleasant or Angry People
EXPERIENCE
Dual Rate Pit Manager January 2003 - January 2005
Casino Arizona at Salt River Scottsdale, AZ
•Monitors table games activity and customer play to protect the integrity of the games and safeguard the casinos assets.
•Ensures that table games are adequately staffed to meet customer needs.
•Directs the opening and closing of games based on business levels.
•Maintains a thorough knowledge of games, house rules, procedures and AGLC Terms and Conditions.
•Enforces the casino rules of the game
•Respond to player disputes and provide a win/win outcome
•Authorizes and supervises the table games fills, credits and comps.
•Rates customer table game activity and identifies high roller action.
•Directly supervises Floor Supervisors and Dealers on assigned shift.
•Hires, coaches, and counsels subordinate employees
•Play an active role in training and development of Gaming Personnel
•Administer discipline and terminates employees as appropriate
•Rewards and recognizes superior performers
•Oversees and ensures that employees work safely and follow all safety rules
•Completes timely annual employee performance evaluations.
•Ensure all table games are being run smoothly and efficiently.
•Acts as a role model for employees and fosters teamwork, employee morale, motivation and open communication.
•Performs other duties as assigned.
Table Game Manager January 1996 - January 1999
MGM Grand Hotel & Casino Detroit, MI
•Remove suspected cheaters, such as card counters or other players who may have systems that shift the odds of winning to their favor.
•Circulate among gaming tables to ensure that operations are conducted properly, that dealers
follow house rules, or that players are not cheating.
•Explain and interpret house rules, such as game rules or betting limits.
•Track supplies of money to tables and perform any required paperwork.
•Resolve customer complaints regarding problems such as payout errors.
•Prepare work schedules and station arrangements and keep attendance records.
•Set and maintain a bank and table limit for each game.
•Maintain familiarity with all games used at a facility, as well as strategies or tricks employed in those games.
•Monitor staffing levels to ensure that games and tables are adequately staffed for each shift, arranging for staff rotations and breaks and locating substitute employees as necessary.
•Review operational expenses, budget estimates, betting accounts, or collection reports for accuracy.
•Train new workers or evaluate their performance.
•Direct the distribution of complimentary hotel rooms, meals, or other discounts or free items given to players, based on their length of play and betting totals.
•Establish policies on issues such as the type of gambling offered and the odds, the extension of credit, or the serving of food and beverages.
•Monitor credit extended to players.
•Notify board attendants of table vacancies so that waiting patrons can play.
ACCOMPLISHMENTS
•Served as key contributing member to Leadership team.
•Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
•Demonstrated strong communication skills through Delegating, Developing,
•Directing, Guiding, Managing, Mediating, Mentoring, and Motivating.
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