Richard Stilwell
Blenheim,Ontario
Summary
Adept at driving compliance and enhancing guest experiences, I leveraged strong leadership and problem-solving skills at Elements Casino Brantford to foster patron loyalty and optimize operations. My expertise in gaming regulation and exceptional interpersonal abilities have consistently improved team performance and profitability, making me a valuable asset to any dynamic casino management team.
Overview
27
27
years of professional experience
Work History
Table Games Pit Manager
Elements Casino Brantford
09.1999 - 03.2022
- Drove compliance with industry regulations by consistently adhering to policies and procedures set forth by gaming authorities.
- Developed strong relationships with high-value players, resulting in increased loyalty and return visits.
- Conducted regular evaluations of staff performance, identifying opportunities for professional growth and development.
- Optimized profitability by analyzing player ratings data and making informed decisions on table limits adjustments.
- Reduced disputes with patrons by implementing effective conflict resolution strategies.
- Maintained gaming integrity by closely monitoring all areas of the pit for suspicious activity and irregularities.
- Streamlined operations through efficient scheduling, personnel management, and resource allocation.
- Promoted teamwork among staff members, fostering a positive work environment conducive to high-quality service delivery.
- Maintained accurate records of all transactions, adhering to strict audit guidelines and ensuring full compliance with internal controls.
- Ensured seamless communication between pit staff and other departments, facilitating a coordinated approach to guest services throughout the property.
- Handled escalated patron issues promptly and professionally, often turning potentially negative situations into positive experiences that fostered ongoing patronage and loyalty.
- Managed multiple games concurrently while staying organized under pressure, ensuring smooth casino floor operations.
- Coached dealers on performance improvement, leading to enhanced productivity and customer satisfaction levels.
- Enhanced guest experience by providing exceptional customer service and maintaining a professional demeanor.
- Coordinated staff schedules, rotations and breaks.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Monitored gaming operations continuously to check on dealers and players.
- Interviewed, hired and trained new gambling floor workers.
- Interpreted and enforced rules for gameplay and betting limits.
Charity Casino Manager
Upper Canada Casinos
05.1995 - 04.1997
- Organized and controlled Number blackjack and poker tournaments every month.
- Developed marketing strategies to attract new patrons and retain existing customers.
- Reduced operational costs by negotiating vendor contracts and managing inventory effectively.
- Incorporated feedback from guests into improvements for both gaming offerings and overall guest experience at the establishment.
Education
Bachelor In Business Administration - Human Resources Management
Brock University
St. Catharines, None05.1993
Skills
- Professionalism and ethics
- Staff training and development
- Surveillance monitoring
- Guest relations
- Employee coaching
- Table games supervision
- Player rating evaluation
- Mentoring and motivation
- Gaming regulation compliance
- Game rule enforcement
- Employee relations
- Gaming regulations
- Strong leadership
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Decision-making
- Adaptability and flexibility
- Relationship building
- Employee supervision
- Paperwork management
- Public relations
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Professionalism
- Customer complaint resolution
- Staff training
- Time management abilities
- Written communication
- Staff scheduling
- Financial reporting
- Problem-solving aptitude
- Analytical skills
Languages
English
Full Professional
Timeline
Table Games Pit Manager
Elements Casino Brantford
09.1999 - 03.2022
Charity Casino Manager
Upper Canada Casinos
05.1995 - 04.1997
Bachelor In Business Administration - Human Resources Management
Brock University
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