Andrew Harms
Cairns/White Rock,Queensland
Summary
Proven leader in the casino and hospitality industry, with a track record of enhancing guest satisfaction and optimizing team performance at Reef Hotel Casino. Skilled in casino game knowledge and guest relations, I excel in policy enforcement and employee training. Demonstrated ability to increase revenue and maintain high standards of service and compliance. Customer-focused professional with successful 33-year career in casino industry.
Overview
39
39
years of professional experience
Work History
Casino Floor Supervisor/Manager
Reef Hotel Casino
01.1996 - Current
- Assisted in resolving disputes between players and dealers, ensuring fair play standards were upheld at all times.
- Collaborated with marketing team to develop promotions and special events that attracted new clientele to the casino floor.
- Maintained compliance with all state gaming regulations, ensuring the casino''s reputation for integrity remained intact.
- Optimized staffing levels according to fluctuating business needs, minimizing labor costs without sacrificing quality service delivery.
- Enhanced customer satisfaction by effectively managing casino floor operations and addressing guest concerns promptly.
- Improved employee performance through consistent coaching, training, and feedback on job responsibilities.
- Provided exceptional customer service to VIP guests, fostering long-term relationships and repeat visits.
- Managed high-stakes table games, ensuring accurate payouts and adherence to gaming regulations.
- Increased revenue by identifying trends in player preferences and adjusting game offerings accordingly.
- Collaborated with human resources department in recruitment efforts for qualified candidates who demonstrated strong potential for success as Casino Floor Supervisors.
Casino Croupier/Inspector
Burswood Resort Casino
06.1992 - 12.1995
- Contributed to the overall success of the casino by consistently delivering high-quality gaming experiences for guests.
- Participated in regular professional development trainings to stay current on industry trends and improve job performance.
- Ensured accurate record keeping by meticulously tracking all buy-ins, wins, losses, and other relevant transactions.
Casino Croupier
Lasseters Hotel Casino
04.1990 - 04.1992
- Contributed to the overall success of the casino by consistently delivering high-quality gaming experiences for guests.
- Maximized player satisfaction with timely resolution of disputes and clarification on game rules.
- Demonstrated flexibility by adapting to changes in scheduling or game assignments as required by casino operations.
- Facilitated a welcoming environment for novice players, providing clear explanations of game rules and betting procedures.
Cocktail Bartender
Sheraton Alice Springs
12.1989 - 03.1990
- Collaborated with other bartenders to create a cohesive team environment and streamline operations for peak hours.
- Elevated guest experience with personalized cocktail recommendations based on their preferences.
- Improved speed of service by mastering multitasking skills during high-volume periods without sacrificing quality or presentation.
- Trained new staff members on proper pouring techniques, cocktail recipes, and customer service best practices, ensuring consistency in quality across the team.
Bartender/Food and Beverage Attendant
Cairns Park Royal
01.1989 - 11.1989
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Bartender/Food Waiter
Tangalooma Island Resort
03.1985 - 05.1988
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Education
High School Diploma -
Downlands College
Toowoomba, QLD11.1984
Skills
- Guest Relations
- Policy Enforcement
- Employee Scheduling
- Table Game Supervision
- Casino Game Knowledge
- Leading employees
- Training employees
- Greeting guests
- Resolving Complaints
- Compliance Monitoring
- Coordinating documents
- Problem-Solving
- Time Management
- Attention to Detail
- Reliability
- Excellent Communication
- Organizational Skills
- Team motivation
- Teamwork and Collaboration
- Problem-solving abilities
- Multitasking
- Decision-Making
- Adaptability and Flexibility
- Self Motivation
Family and Friends
Dedicated to Family and love of the North Queensland area and community.
Family and Friends and North Queensland
Having called Cairns home for the last 28 years, I have developed a deep passion for the area and a ideal environment for my wife, Michelle, my daughter,Amy and son, Declan.
Timeline
Casino Floor Supervisor/Manager
Reef Hotel Casino
01.1996 - Current
Casino Croupier/Inspector
Burswood Resort Casino
06.1992 - 12.1995
Casino Croupier
Lasseters Hotel Casino
04.1990 - 04.1992
Cocktail Bartender
Sheraton Alice Springs
12.1989 - 03.1990
Bartender/Food and Beverage Attendant
Cairns Park Royal
01.1989 - 11.1989
Bartender/Food Waiter
Tangalooma Island Resort
03.1985 - 05.1988
High School Diploma -
Downlands College
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