Jodie-kymm Gorman
Red Rock,NSW
Summary
Dynamic and customer-focused Gaming Attendant with extensive experience at Crown Melbourne, excelling in complaint resolution and cash handling. Proven track record in training staff and promoting responsible gambling practices, ensuring compliance and enhancing guest satisfaction. Committed to delivering exceptional service and fostering loyalty through effective communication and problem-solving skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Bar Gaming Attendant
Woolgoolga Diggers
Woolgoolga, NSW
04.2023 - Current
- Monitored gaming activities to ensure compliance with regulations and safety standards.
- Assisted patrons with inquiries, providing exceptional customer service and support.
- Maintained cleanliness and organization of gaming area to enhance guest experience.
- Educated customers on gaming rules and procedures, promoting responsible play.
- Trained new staff on gaming equipment operation and customer service protocols.
- Promoted responsible gambling practices by monitoring guest behavior and intervening when necessary.
- Processed customer transactions accurately, ensuring a seamless experience for patrons and timely reconciliation of cash drawers at the end of each shift.
- Handled sensitive situations discretely, including addressing intoxicated guests or disputes among patrons.
- Ensured accurate cash handling procedures, resulting in minimized discrepancies during end-of-shift reconciliations.
- Participated in ongoing training sessions provided by the employer, continuously improving skills related to customer service, safety protocols, and gaming industry knowledge.
- Prepare and deliver alcohol beverages whilst adhering to RSA legislation and policies.
- Process all over the counter Keno transactions.
Gaming Attendant
Crown Melbourne
Southbank, Vic
09.2008 - 03.2023
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Provided information regarding loyalty programs.
- Cultivated customer loyalty, promoted repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used my extensive knowledge to evaluate technical problems and find appropriate solutions.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goal.
- Handled over the counter signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered prompt service to prioritise customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained clean and orderly work areas by removing possible hazards
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Effectively communicated with customers about account changes, new loyalty products or services and potential account upgrades.
- Maintained up-to-date knowledge of product and service changes.
- Managed gaming operations, ensuring compliance with regulations and exceptional guest experiences.
- Assisted guests with inquiries and resolved issues to enhance overall satisfaction levels.
- Monitored gaming equipment performance, performing routine maintenance and troubleshooting when necessary.
- Trained new staff on operational procedures and customer service best practices to ensure quality standards.
- Conducted regular inspections of gaming areas to maintain cleanliness, organization, and safety standards.
- Maintained accurate records of cash transactions, supporting smooth financial operations within the gaming facility.
- Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to memory-making experience.
- Upheld strict compliance with all gaming laws, regulations, and company policies to maintain a professional and ethical gaming environment.
- Responded promptly to machine malfunctions, minimizing downtime and maximizing gameplay opportunities for customers.
- Collaborated with security personnel to maintain a safe and secure environment for guests and staff members.
- Educated customers about responsible gambling practices, fostering positive experiences while mitigating potential risks.
Education
Nelson Bay High School
Melbourne UniversitySkills
- Complaint resolution
- Money handling abilities
- Professional telephone demeanor
- Staff education and training
- Service standard compliance
- Cash handling proficiency
- Gaming industry awareness
- Responsible gambling practices
- Customer service expertise
- Employee training
- POS systems
- Deliver and prepare basic alcoholic beverages
Certification
NSW Responsible Service of Alcohol
NSW Advanced Responsible Service of Gaming
Drivers licence
Keno
Timeline
Bar Gaming Attendant
Woolgoolga Diggers
04.2023 - Current
Gaming Attendant
Crown Melbourne
09.2008 - 03.2023
Nelson Bay High School