Kham Pham

Staff Delegation and Training:

• Assigned roles and responsibilities to gaming attendants, ensuring optimal coverage during peak hours.
• Provided comprehensive training on customer service, gaming regulations, and effective problem resolution.

Gaming Compliance Oversight:

• Conducted regular reviews and stayed abreast of evolving gaming regulations and compliance standards.
• Implemented periodic staff training on compliance protocols to ensure adherence to gaming laws.
• Established and maintained systems to monitor and guarantee compliance with gaming regulations.

Daily Gaming Data Reconciliation:

• Managed the daily reconciliation of gaming data, meticulously cross-checking cash registers, gaming machines, and financial transactions for accuracy.
• Investigated and promptly resolved any discrepancies, maintaining a high level of financial precision.

Customer Service Excellence:

• Trained staff to deliver exceptional customer service to gamers, fostering a positive gaming experience.
• Implemented a robust customer feedback system to gather insights and promptly addressed customer concerns with professionalism.

Standards Maintenance:

• Conducted regular inspections to ensure the functionality of gaming equipment.
• Enforced a comprehensive cleanliness and maintenance schedule for the gaming room.
• Upheld a code of conduct to maintain a positive atmosphere for both staff and customers.

Effective Problem-Solving in the Gaming Environment:

• Established a clear communication channel for staff to report and address issues promptly.
• Provided comprehensive training to staff on effective problem-solving techniques and escalation procedures.
• Addressed and resolved customer or operational issues promptly and efficiently.

Additional Responsibilities:

- Continuous Staff Training:

• Conducted ongoing training sessions to keep staff updated on new games, regulations, and customer service techniques.

- Security Measures:

• Implemented and monitored security measures to prevent fraudulent activities, ensuring the safety of both customers and staff.

- Communication Enhancement:

• Fostered open communication among staff, encouraging them to report concerns or suggestions for continuous improvement.

- Regular Audit

• Conducted periodic audits of gaming room operations, compliance measures, and customer satisfaction to ensure ongoing improvement and adherence to standards.

Gaming Room:

- Staffing

• Assigned responsibilities to gaming attendants, ensuring adequate coverage during peak hours.
• Conducted training sessions on customer service, gaming regulations, and effective problem resolution.

- Customer Service:

• Trained staff to provide excellent customer service to gamers.
• Monitored and ensured customers' adherence to gaming regulations.

- Maintenance:

• Delegated responsibility for keeping gaming machines clean and functional.
• Conducted regular inspections and maintenance of gaming equipment.

TAB

- Betting Services:

• Assigned staff to manage betting terminals and assist customers with betting.
• Ensured staff's knowledge of current events and odds for effective customer assistance.

- Security:

• Implemented security measures to prevent fraudulent activities.
• Assigned staff to monitor the TAB area for any suspicious behaviour.

Restaurant

-Kitchen Staff:

• Delegated tasks to kitchen staff for food preparation and cooking.
• Ensured compliance with hygiene and safety standards.

- Waitstaff:

• Assigned waitstaff to different sections of the restaurant.
• Monitored and maintained the quality of service.

Daily Reconciliation

-Gaming Data:

• Assigned staff to reconcile daily gaming data.
• Ensured accuracy in recording and reporting financial transactions.

- Financial Transactions:

• Assigned responsibility for reconciling cash registers and POS systems.
• Cross-checked receipts, payments, and addressed any discrepancies promptly.

Customer Data Analysis

-Customer Service Desk:

• Assigned staff to collect and analyze customer feedback.
• Used data to identify trends and areas for improvement.

- Personalise Service:

• Trained staff on recognizing regular customers and personalizing their experience.
• Utilized data for targeted promotions and incentives.

- Feedback Mechanism

• Established a system for customers to provide feedback.
• Assigned staff to monitor and respond to customer feedback.

• Diligently record daily transactions, ensuring meticulous attention to detail and accurate balancing.
• Demonstrate excellence in customer service by delivering exceptional and high-quality assistance to clients.
• Provide technical support to customers, showcasing proficiency in troubleshooting and problem resolution.
• Contribute as a valuable management assistant, leveraging organizational and administrative skills.
• Exhibit strong problem-solving abilities to address challenges and streamline processes for enhanced efficiency.
• Assisted customers with game rules and instructions, promoting an enjoyable gaming experience for all patrons.
• Responded promptly to machine malfunctions, minimizing downtime and maximizing gameplay opportunities for customers.
• Performed regular maintenance on gaming equipment, ensuring consistent functionality and compliance with regulations.
• Educated customers about responsible gambling practices, fostering positive experiences while mitigating potential risks.