Isabella Fred

At the Reef Hotel Casino, I had three different roles in the Electronic Gaming department.

1. Acting Shift Manager
I improved team performance through effective task delegation and addressing customer concerns promptly. Additionally, I ensured seamless integration of new employees, strict adherence to safety guidelines, and collaborated with team leaders to support operations. Managing hiring, training, and supervision, I resolved conflicts, maintained smooth daily departmental operations, and monitored gaming activities while overseeing shift assignments and coordinating promotions. I was also tasked with rostering, carrying out daily promotions, commissioning and decommissioning of electronic gaming machines on and off the gamingfloor.

2. Acting Shift Supervisor
I oversaw employee schedules to ensure smooth workflow during peak hours and effectively managed escalated customer issues while upholding company standards. Promoting a positive work environment, I provided open communication, constructive feedback, and mentorship to maximize team performance. Additionally, I facilitated productive operations, including end-of-night procedures for TAB and Keno, as well as float creation and banking tasks.

3. Electronic Gaming Processor

I enhanced customer satisfaction by maintaining a clean gaming area and providing exceptional service. Additionally, I assisted patrons with game rules and promptly resolved technical issues while ensuring excellent customer service. Moreover, I managed cash handling, built positive relationships with customers and team members, and oversaw guest services including VIP bookings and gift shop operations.

Whilst working at the pub:

• gaming room duties; including hopper fills, clearing faults on poker machines, pay outs
• Conducting hourly promotions and raffles.
• KENO operation; cash handling
• Poker machine cash clearance
• Basic bar duties
• Moreover, I promoted responsible gambling practices, collaborated with team members for efficiency, and adhered strictly to laws and regulations.

During my tenure at the club, I fulfilled various responsibilities including providing responsible service of alcohol and operating Electronic Gaming Machines, including payouts, hopper fills, clearing faults on poker machines and TITO. Additionally, I managed the TAB machines and ensured customer satisfaction with Keno services. Moreover, I handled front office and reception tasks such as dealing with memberships, ticket sales, answering inquiries, making club announcements, and managing the bottle shop. Furthermore, I served as a cashier, preparing payouts, managing tills, and assisting patrons with inquiries about games and promotions.