Credit Manager Shift Managers
Resume:
Toby Lucky
Laurel, MD **724
Home: 240-***-****
Cell: 609-***-****
********@***.***
Objective
Experienced manager who offers years of successful organizational and personnel leadership, with the ability to multi-task in high visibility goal focused and project oriented environments.
Employment
Cage, Count & Credit Manager April 2022 to present
Live Casino Hotel Hanover, MD 21076
Duties:
The Cage Manager assists the Director with managing the overall operations of the Cage, Credit and Drop & Count departments. Cage Manager is accountable and responsible for all Cage personnel in the performance of their duties to ensure that all guests have an enjoyable gaming experience.
Keeps the Cage Director informed of any relevant information regarding Cage activities/irregularities.
Operates computers and machines used in the processing of all monies.
Ensures that any unusual circumstances will be researched, documented, and notified to management and/or surveillance.
Assist with developing and managing operational budget, also assisting minimizing operating cost.
Must be aware of and reinforce safety and accident prevention. Must ensure team members immediately report all accidents and complete necessary accident forms.
Interviews, hires, counsels, and evaluates Credit Reps, Count Reps, Main Banker, Supervisors and Shift Managers.
Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws and Maryland Lottery & Gaming Control Agency.
Monitors appearance and presentation of Cage, Main Bankers, Supervisors and Shift Managers.
Continually evaluates operations and makes recommendations to enhance efficiency and effectiveness.
Oversees weekly team member schedules to ensure adequate staffing during peak volume periods and less staffing during low utilization periods.
Work in conjunction with Credit Department, reviewing credit activities including processing credit applications, access to sensitive information and collection of delinquent accounts.
Other duties as assigned.
Cage/Count Operations Controller November 2020 to April 2022
Horseshoe Baltimore Casino Baltimore MD 21230
Duties:
To oversee the Cage and Count operations.
Implement and sustain department initiatives that boost morale.
Responding to customer issues from guest surveys
Develop a team that can perform and contribute to the organization by
providing ongoing feedback
Provide opportunities to learn through formal and informal methods.
Utilize on and off property training offered
Implementing and sustaining department procedures
Inspire and foster team commitment, spirit, pride, and trust which facilitate cooperation and motivate team members to accomplish group goals.
Encourage participation in department and company initiatives
Managing labor and budgets
Finding ways to streamline processes
Comply with established control systems and rules.
Abide by all state and federal rules established for the property by the gaming commission.
Cage Shift Manager July 2014 to Sept 2018
Horseshoe Baltimore Casino Feb 2019- November 2020
Baltimore, MD 21230
Duties:
To assist the Cage Controller with the daily operations and service functions of the Cashier department.
Interview and hire qualified applicants.
Implement strategic customer service driven initiatives
Responsible for developing Standard Operating Procedures for the department while ensuring compliance with all Federal/State laws and regulations.
Ensure completion of all effective compliance training offered by the company and meeting the terms of all federal/state regulations (e.g. Title 31, AML, and OFAC)
Supervise the development and training of department employees new and previous.
Supervise a staff of over 45 employees that consist of frontline and Supervisors
Managed and administered schedules for a staff of 45 employees
Prepare performance reviews and development/action plans for employees
Provide checks and balance for all banks associated within department
Credit Administration and temporary loan approval
Completion of Payroll approval for employees
Effectively address complaints and resolve issues from internal and external guests
Slot Assistant Manager September 2018 to February 2019
Horseshoe Baltimore Casino Baltimore, MD 21230
Duties:
To assist the Slot Manager with the daily operations and functions of the Slot Department
Processing and completing jackpot payouts to guest for wins at the slot machine
Troubleshooting errors when machines malfunction
Working with Slot technicians to determine and fix a down game
Troubleshooting the Prism and BOD systems during malfunctions
Manage and administer schedules for staff
Effectively address complaints and resolve issues from internal and external guests
Responsible for developing Standard Operating Procedures for the department while ensuring compliance with all Federal/State laws and regulations
Casino Services Shift Manager May 2006 to July 2014
Showboat Casino & Hotel Atlantic City, NJ 08401
Duties:
To direct the daily operations and service functions of the Cashier department.
Interview and hire qualified applicants.
Implement strategic customer service driven initiatives.
Review and ensure compliance with various state regulations.
Supervise the development and training of department employees new and previous.
Supervise a staff of over 40 employees.
I have completed scheduling for frontline employees.
Education
Atlantic City High School HS Diploma
Atlantic City, NJ 08401 June 1995
Atlantic Community College Sept. 1996 to Jan. 1998
Atlantic City, NJ Major: Business Management
Star Technical Institute Diploma for Specialized Clinical Technician
Egg Harbor Township, NJ May 2006
Prince George’s Community College Sept 2018
Laurel, MD Major: Business Management
Other Experience
Communication Skills (verbal and written)
Staff training and development
Customer Service and Employee Retention
Time Management- deadline sensitive
Ability to lead a team to winning results
References
Available upon request
Contact this candidate