Julian Velasquez
Santa Rosa,CA
Summary
Slot Representative with exceptional customer service and relationship-building skills. Experience in casino operations, money handling and compliance with Title 31 regulations, ensuring a positive gaming experience. Proven ability to multitask and solve problems effectively, enhancing guest satisfaction and promoting gaming and casino loyalty program through tailored positive interactions and proactive communication.
Overview
3
3
years of professional experience
Work History
Slot Representative
River Rock Casino
03.2024 - Current
- Customer Service Excellence: Proven ability to provide exceptional service and build rapport with customers, ensuring a positive gaming experience.
- Knowledge of Casino Operations: Familiar with various casino games, promotions, and customer loyalty programs to effectively engage with guests and enhance their experience. Actively engages with guests to promote Players Club, games, and eating establishments of the casino.
- Knowledge of Gaming Regulations: Thorough and meticulous in monitoring slot machines, ensuring compliance with Title 31 regulations, operational standards and promote responsible gaming practices. Compile with signatory controls; including Jack Pot/ Fill slips, check in/out verification, transfer/buy sheets, key control logs and various logging periodicals.
- Technical Proficiency: Familiarity with various slot machine operations, troubleshooting techniques, and gaming systems, ensuring smooth functionality and addressing player inquiries.
- Cash Handling: Experienced in managing cash transactions accurately, maintaining accountability of slot bank, providing payouts, and handling discrepancies following Title 31 regulations.
- Problem Solving: Strong analytical skills to quickly assess situations, identify issues, and implement effective solutions to enhance customer satisfaction.
- Communication Skills: Excellent verbal and written communication abilities, enabling clear interaction with customers and collaboration with team members while maintaining confidentially at all times.
- Multitasking Ability: Capable of managing multiple responsibilities simultaneously in a fast-paced environment while maintaining a high level of service while maintaining confidentiality of information about both customers and property; sharing information carefully.
- Team Collaboration: Experience working effectively within a team to achieve common goals and contribute to a productive work environment.
Guest Services Representative/ Casino Host
River Rock Casino
08.2022 - 03.2024
- Customer Service Excellence: Proven ability to provide outstanding customer service, ensuring a positive experience for all guests and addressing inquiries or concerns promptly and courteously.
- Communication Skills: Strong verbal and written communication abilities, adept at interacting with a diverse clientele and delivering clear information regarding casino services and promotions.
- Maintain confidentiality of information about both customers and property; share carefully.
- Maintain contact with players as appropriate to generate return visits and provide exemplary service.
- Issue complimentary or other offers to guests as play and property guidelines warrant.
- Interact with players in person on property, as well as via telephone, e-mail, text message, and written correspondence.
- Represent the property as a role model of customer service and professionalism.
- Effectively use out-bound phone-calls to keep contact with players that have not visited the property, and to market VIP events.
- Network among players to build relationships and generate leads for new high-worth players.
- Learn about and tailor services to guests’ preferences, likes and dislikes.
- Find the right balance in every situation between the guest’s desires and the property’s rules, regulations and guidelines.
- Provide information to team and property leadership related to guest feedback, suggestions, concerns or issues.
- Maintain confidentiality of information about both customers and property; share carefully.
- Multitasking Ability: Capable of efficiently handling multiple guest interactions simultaneously while maintaining a high standard of service.
- Knowledge of Casino Operations: Familiar with various casino games, promotions, and customer loyalty programs to effectively engage with guests and enhance their experience.
- Basic Cash Handling: Proficient in managing transactions and basic cash operations, ensuring accuracy and honesty in cash transactions.
Education
Leadership Certificate - Personal Growth
Klemmer Leadership Program
Various Locations High School Diploma -
Ridgway High School
Santa Rosa, CA06-2022
Skills
- Exceptional customer relationship building
- Casino money handling skills and regulations
- Time management abilities
- Effective communication
- Problem-solving and conflict resolution abilities
- Ability to understand and adhere to casino regulations
Timeline
Slot Representative
River Rock Casino
03.2024 - Current
Guest Services Representative/ Casino Host
River Rock Casino
08.2022 - 03.2024
Leadership Certificate - Personal Growth
Klemmer Leadership Program
High School Diploma -
Ridgway High School
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