Table Games Customer Service

MARY WHEELER

*** **** ****** ****., *** Springs, AR 71913 209-***-**** ************@*****.***

OBJECTIVE

I am seeking a position in management and customer service. I have 28 years of experience in numerous aspects of the casino industry. Great customer service is an integral part of creating return guests and happy guests.

EDUCATION AND MANAGEMENT TRAININGS

McDonald’s Management Course

CKE Management Course

Studer Group Management Training

Team Member HR Training

Conflict Resolution

HR Team Member Training

Casino Operations Training

Sawyer Business School Sacramento, CA

Certificate in Legal Secretary and Accounting

SKILLS & ACCOMPLISHMENTS

Excellent Managerial Skills

Excellent Leadership Skills

Excellent Problem Solving

Excellent Guest Service

Relevant Table Games (Poker Games, Mini Baccarat, Midi Baccarat, Roulette, Craps, Let It Ride, Fortune Pai Gow, Dragon Pai Gow, Ultimate Texas Hold-Em, Casino War, Single and Double Blackjack, Caribbean Stud, Wild Aruba Stud, Spanish 21, SicBo)

EXPERIENCE

HARD ROCK CASINO BRISTOL Table Games Supervisor/Pit Manager

Bristol, Tennessee

December 2022 – Present

Managing a shift during the overnight hours to enable a smooth transition to the next day.

Managing the dealers and supervisors during the shift.

I manage high limit table games.

OAKLAWN RACING CASINO RESORT Director of Table Games

Hot Springs, AR

May 2019 – September 2022

Trained team members from different jurisdictions in the Gaming Rules and Regulations for Arkansas.

Created and maintained great guest service for internal and external guests.

Created manuals and training that matched the guidelines of the Arkansas Gaming Commission.

Engaged in negotiations with vendors to create new games experiences for the guests.

Managed scheduling

Oversaw the purchasing for the department to maintain proper inventory.

Oversaw HR interviewing, hiring, documentation, and disciplinary actions.

L’AUBERGE CASINO AND RESORT Tables Games Supervisor/Pit Manager Trainee

Lake Charles, Louisiana

November 2018 – May 2019

In training for Pit Manager

Managed high limit baccarat, roulette, craps, and blackjack in a multi-million-dollar property.

ELDORADO RESORT ISLE CASINO / LADY LUCK CASINO Assistant Casino Operations Manager/ Table Games Trainer

Black Hawk, CO October 2015- October 2018

•Improved both casinos in table games procedures to bring them up to industry standards.

•Trained supervisor’s and dealers on (Craps, Roulette, 3 Card Poker, Mississippi Stud, Ultimate Texas Hold’em and Blackjack)

•Trained an average of 90 to 105 employees in both casinos (expecting to continue training as needed)

•Enforce proper gaming regulations per Colorado Gaming Regulations, complete slot and table games jackpot payouts, and conflict resolutions.

BEST SUNSHINE INTERNATIONAL Table Games Supervisor/Trainer

Saipan, South Pacific Islands July 2015- October 2015

•Opened and brought it up to an established casino.

•Managed 26 mid to High Limit Midi Baccarat tables as well as 6 VIP High Limit Baccarat tables for the high-end junket tours, Blackjack, SicBo, and Pai Gow

FIRST COUNCIL CASINO & HOTEL Pit Boss/ Casino Manager on Duty

Ponca City, OK July 2013- July 2015

Started as a Pit Boss and ended managing all casino operations as Casino Manager on Duty for grave shifts.

Trained employees on 3 Card Poker, Ultimate Texas Hold’em, and Blackjack

Held training classes as well as on the job training.

NORTHERN EDGE CASINO Table Games Shift Leader / Floor Supervisor

Farmington, NM January 2012- July 2013

Opened the casino and built up the Asian clientele.

Trained and built up the table games department with the Navajo Gaming Enterprise rules and regulations.

Ran 10 poker games and 12 table games (Pai Gow, Roulette, Baccarat, Craps, Blackjack, and Spanish 21)

Acted as interim Table Games Manager during the managers’ absences.

JACKSON RANCHERIA CASINO & HOTEL Pit Manager / Poker Tournament Director

Jackson, CA January 1995- July 2012

•Helped build up a small family-owned casino into 50 table games, 4 pits and a poker room with 8 tables.

•As a Pit Boss, I oversaw all table games and the poker room.

•Trained surveillance on all new table games

•Tournament Director for Poker, Pai Gow and Blackjack

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