KAREN HENDRICKS
Surrey,BC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Manager, Slots and Guest Services
Elements Casino Surrey
09.2021 - Current
- Reviewing Slot machine performance and product placement
- Manage a team of 30, including 6 Managers
- Building targeted campaigns to increase revenue
- Operating Cognos and building budgets
- Selling proposals to BCLC for new product
Gaming Manager
Hastings Racecourse and Casino
03.2017 - 09.2021
- Created and implemented successful Casino promotions
- Run reports through Casino Market Place (CMP) and analyze performance of promotions
- Manage Budget, Labor, Expenses
- Manage and develop both management and front-line Team Members
- Plan and organize special events for high valued guests
- Deal with conflict resolution
- Respond to online Guest Service comments
Slot Shift Manager
Hard Rock Casino Vancouver
06.2004 - 03.2017
- Lead team members through daily operations and new training programs/change in brand
- Technical knowledge/fixing machine errors
- Assist in managing the Guest Service department
- Monitoring large cash transactions
- Knowledge in SDS, CMP, EBS, Cognos, and Player Portal
- Implementing new Service Standards
- Assist with marketing initiatives
- Recruitment/training
Slot Attendant
Boulevard Casino
01.2003 - 06.2004
- Payout jackpots
- Fix machine/technical errors
- Guest Service
Education
Fit Flow Yoga -
Fit Formation, Vancouver, BC
01.2010
BCRPA Certified in Personal Training -
Douglas College, New Westminster, BC
01.2010
High School Diploma -
North Delta Senior Secondary, North Delta, BC
01.1993
Skills
- Exceptional internal and external communication skills and conflict resolution
- Focused and motivated
- Organization and time management skills
- Microsoft Outlook, Word, Excel, PowerPoint, Salesforce
- Recruitment/scheduling/training
- Team Member development/succession planning
- Strong written and verbal communication
- Operations Management
Languages
English
Native or Bilingual
Volunteer work
Two Years volunteering for Great Canadian Casino's Proud initiative, volunteering at several venues including Cloverdale Community Kitchen and Surrey Food Bank.
Timeline
Manager, Slots and Guest Services
Elements Casino Surrey
09.2021 - Current
Gaming Manager
Hastings Racecourse and Casino
03.2017 - 09.2021
Slot Shift Manager
Hard Rock Casino Vancouver
06.2004 - 03.2017
Slot Attendant
Boulevard Casino
01.2003 - 06.2004
Fit Flow Yoga -
Fit Formation, Vancouver, BC
BCRPA Certified in Personal Training -
Douglas College, New Westminster, BC
High School Diploma -
North Delta Senior Secondary, North Delta, BC
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