Karen Goodenough
Arvada
Summary
Dynamic Table Games Manager with extensive experience at Reserve Casino, excelling in compliance monitoring and guest relations. Proven track record in training employees and enhancing customer satisfaction through effective communication. Skilled in optimizing table game operations, resulting in increased revenue and a loyal customer base. Committed to fostering a positive team environment.
Experienced with supervising table games operations and ensuring compliance with gaming rules. Utilizes leadership skills to train and manage staff, fostering cohesive team environment. Track record of maintaining game integrity.
Professional in gaming industry prepared to excel in supervisory roles. Known for maintaining compliance with casino regulations and enhancing team performance through effective training and guidance. Reliable and adaptable, with strong focus on collaboration and achieving optimal game outcomes. Proficient in managing table game activities and resolving player disputes.
Overview
15
15
years of professional experience
Work History
Table Games Supervisor
Lodge Casino
Black Hawk, CO
03.2014 - Current
- Supervised table games operations, ensuring compliance with gaming regulations and company policies.
- Trained and mentored staff on game procedures, enhancing team performance and service quality.
- Monitored game integrity, addressing player disputes and maintaining a fair gaming environment.
- Implemented process improvements to streamline table game operations and enhance guest experience.
- Collaborated with management to develop training programs for new employees in table games department.
- Conducted regular performance evaluations of dealers, providing constructive feedback for skill enhancement.
- Led initiatives to enhance customer engagement through promotional events and loyalty programs at tables.
- Oversaw area games to maintain security and compliance.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Watched closely to catch errors and notified surveillance of irregularities.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Maintained accurate records of player transactions to ensure proper payouts and minimize errors.
- Ensured compliance with gaming regulations through vigilant supervision of dealer actions on the floor.
- Monitored gaming equipment condition regularly, initiating repairs or replacements as needed to maintain optimal functionality.
- Enhanced customer experience by providing exceptional service and maintaining a friendly, professional demeanor at all times.
- Collaborated with security personnel for heightened safety and loss prevention measures.
- Utilized advanced knowledge of mathematics to verify payouts quickly and accurately during gameplay sessions.
- Handled escalated customer issues professionally, achieving satisfactory resolutions for all parties involved.
- Trained new table games dealers for improved performance and adherence to casino policies.
- Provided ongoing coaching to dealers for continuous improvement of skills and knowledge of game rules.
- Contributed to a positive work environment by promoting teamwork, celebrating team successes, and providing support to colleagues as needed.
- Participated in professional development opportunities to stay current on industry best practices.
- Exhibited strong leadership qualities while supervising team members during busy shifts, maintaining high morale among staff members.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Answered patron queries about machine functions, table parameters and other gambling floor items.
Manager
Z Casinos
Black Hawk, CO
11.2012 - 03.2014
- Developed and implemented training programs for staff to improve service standards.
- Analyzed performance metrics to drive operational efficiency and strategic improvements.
- Oversaw budget management, optimizing resource allocation across departments.
- Fostered team collaboration through effective communication and conflict resolution strategies.
- Evaluated vendor contracts to ensure quality services aligned with company goals.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Table Games Manager
Reserve Casino
Central City, CO
07.2011 - 10.2012
- Supervised daily operations of table games area, ensuring compliance with gaming regulations.
- Trained and mentored staff on game rules, procedures, and customer service standards.
- Developed and implemented strategies to enhance guest engagement and satisfaction levels.
- Analyzed gameplay data to identify trends, optimizing game offerings and operational efficiency.
- Coordinated scheduling and staffing for table games, aligning resources with peak business demands.
- Conducted regular audits of table games to maintain integrity and security protocols.
- Resolved guest inquiries and disputes promptly, enhancing overall customer experience.
- Collaborated with marketing teams to promote special events and tournaments, driving participation rates.
- Participated in hiring processes, selecting top talent for the table games department.
- Maintained a safe gaming environment by enforcing strict adherence to rules and regulations.
- Oversaw inventory management, ensuring adequate supplies while minimizing waste and loss.
- Conducted regular audits of gaming equipment to maintain integrity and compliance with industry standards.
- Resolved customer disputes quickly and professionally, maintaining high standards of guest service.
- Regularly reviewed game performance data to identify areas for improvement or optimization.
- Streamlined table games operations for increased revenue and improved guest experience.
- Developed strong relationships with casino guests, fostering loyalty and repeat business.
- Monitored gaming operations continuously to check on dealers and players.
- Kept games fair by proactively identifying and removing suspected cheaters.
- Interviewed, hired and trained new gambling floor workers.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Stayed current on changing tricks and techniques used by players of each game.
Education
High School Diploma -
Jefferson County Open School
Evergreen, CO01-1985
Skills
- Leading employees
- Greeting guests
- Training employees
- Recordkeeping skills
- Resolving complaints
- Guest relations
- Policy enforcement
- Game rules
- Casino management
- Compliance monitoring
- Gaming regulations
- Table game operations
- Observing operations
- Customer service
- Attention to detail
- Problem-solving abilities
- Reliability
- Decision-making
- Effective communication
Timeline
Table Games Supervisor
Lodge Casino
03.2014 - Current
Manager
Z Casinos
11.2012 - 03.2014
Table Games Manager
Reserve Casino
07.2011 - 10.2012
High School Diploma -
Jefferson County Open School