Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nicholas Portelli

Tingalpa,QLD

Summary

Versatile Gaming Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.

Overview

9
9
years of professional experience

Work History

Secondment Gaming Operations Supervisor

The Star Entertainment Group
07.2022 - Current
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
  • Encouraged development of leadership skills among supervisors to foster employee morale.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Led orientation and training for new employees.
  • Eliminated customer service issues by quickly resolving disputes and correcting problems.
  • Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
  • Monitored game operations to enforce Standard Operating Practices and Casino Control Act.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Enforced regulatory and company policy compliance.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Managed internal operational standards and productivity targets.
  • Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
  • Monitored patrons for signs of compulsive gambling.
  • Polished five-star grooming and presentation

Floor Manager

The Star Entertainment Group
09.2021 - 07.2022
  • Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
  • Led orientation and training for new employees.
  • Eliminated customer service issues by quickly resolving disputes and correcting problems.
  • Trained, supervised and evaluated workers.
  • Monitored game operations to enforce house rules as well as state and federal regulations.

Croupier

The Star Entertainment Group
11.2017 - 09.2021
  • Welcomed customers and established immediate rapport to encourage gameplay.
  • Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
  • Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
  • Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
  • Maintained rules for games and identified instances of cheating, notifying security team.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with strong sense of personal responsibility.

Concierge

The Star Entertainment Group
01.2017 - 11.2017
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Created welcoming and comfortable environment for guests

Education

High School Diploma -

Browns Plains State High School
Browns Plains, QLD

Skills

  • Providing Feedback
  • Compliance Requirements
  • Critical Thinking
  • Customer Engagement
  • Ability to inspire, influence and lead large teams
  • Maintain Rule Compliance
  • Coordinate Staffing
  • Complex Problem-Solving
  • Gaming Industry Knowledge
  • Knowledgeable In Desired Computer Skills

Accomplishments

  • Used Microsoft Excel to develop guest beverage compliments tracker.
  • Used Microsoft Excel to develop attendance and swipe checks.
  • Used Microsoft Excel to track TYM individual performances.
  • Achieved Leader of the the Quarter Award.
  • Found root causes of issue with TrackVia and helped to optimise the software.

Timeline

Secondment Gaming Operations Supervisor

The Star Entertainment Group
07.2022 - Current

Floor Manager

The Star Entertainment Group
09.2021 - 07.2022

Croupier

The Star Entertainment Group
11.2017 - 09.2021

Concierge

The Star Entertainment Group
01.2017 - 11.2017

High School Diploma -

Browns Plains State High School

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Nicholas Portelli