Table Games Customer Relations

Experience:

MGM National Harbor Casino Oxon Hill, MD

**** - **** ***** ***** ********** & Instructor

• Supervise the operations of table games with bankrolls exceeding $100K

• Monitor activities, operations and analyzed data to determine progress toward casino goals and objectives

• Maintain open communication with Pit Managers while monitoring the gaming activities and enforced internal controls and Maryland State Lottery & Gaming Control Agency

(MSLA) regulations

• Provide exceptional service to guests and handled guest related issues with composure and professionalism

• Supervise Craps, Blackjack, Baccarat, Mini-Baccarat, Roulette, Pai Gow Poker, and Novelty Games, including overseeing dealers

• Consistent enforcement of positive and satisfactory customer relations

• Provide training to students for all casino games offered at MGM National Harbor

• Participate in hiring prices for the dealer training program

• Responsible for tracking student files including licensing process, attendance, tests Maryland Live! Casino Hanover, MD

2012 - 2016 Floor Supervisor

• Supervise the operations of table games

• Monitor activities, operations and analyzed data to determine progress toward casino goals and objectives

• Maintain open communication with Pit Managers while monitoring the gaming activities and enforced internal controls and MSLA gaming commission regulations

• Manage guest related issues with composure and professionalism.

• Supervise Craps, Blackjack, Baccarat, Mini-Baccarat, Roulette, Pai Gow Poker, and Novelty Games, including overseeing dealers

• Consistent enforcement of positive and satisfactory customer relations 2012 - 2013 Dealer School Instructor

• Providing training to students for all Casino games Maryland Live! offers

• Assist in the creation of SOPs and ICs for table games department

• Participate in hiring process of dealers and supervisors for the launch of games

• Responsible of keeping track of student files

2012 – 2012 Casino Host

• Customer service, including issuing food/hotel/entertainment/off-property event comps

• Acting as ambassador of the property and representing the company brand to guests

• Monitoring patrons gaming action while upholding company core values Javier O. Vazquez-Martinez

443-***-**** • ***.**.**@*****.***

Belle of Baton Rouge Casino and Hotel Baton Rouge, LA 2009 – 2012 Table Games Pit Supervisor

• Oversight of various games

• Communication with management

• Exceptional customer service and guest relations Mohegan Sun Resort and Casino Uncasville, CT

2005 – 2009 Dealer

• Various stations, including craps, Blackjack, Baccarat, Mini baccarat, Roulette, Pai Gow Poker, and novelties

Anne Arundel Community College Anne Arundel, MD

2012 – 2015 Adjunct Professor

• Facilitation of Casino Table Games Continuing Education courses Job Related Skills and Competencies:

• Fluent in Spanish and English

• Proficient in Microsoft Office, ZOOM, Social Media

• Proficient in Oasis 360 and ACSC

• ServSafe Alcohol Certified

• Casino compliance including MTL, CTRs, audits

• Proven leadership skills

• Extraordinary customer/guest service skills

• Strong relationship building skills and team player with strong team focus

• Ability to handle multiple tasks under pressure and learn and apply new knowledge

• Detail oriented with excellent interpersonal and communication skills

• Cards and dice storage, maintenance, and destruction

• Trainings/Certifications:

o Culture Diversity

o Interviewing

o Conflicts Resolutions

o After All You Are The Supervisor

o The Practical Coach

o Performance Evaluations

o Sexual Harassment

o Building Trust

o Legal Landmines

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