Summary
Overview
Work History
Education
Skills
Timeline
Generic

Renai Christensen

Macclesfield,SA

Summary

Proven leader in hospitality and gaming management, notably at The Stirling Hotel, where I enhanced customer satisfaction and streamlined operations. Expert in team collaboration and problem-solving, I significantly improved service quality and operational efficiency. Skilled in financial oversight and customer service, my approach boosts profitability and guest experience.

Overview

24
24
years of professional experience

Work History

Boots

The 3 Brothers Arms
03.2022 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Paid attention to detail while completing assignments.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Bar and Floor Staff

Macclesfield Hotel
06.2019 - 03.2022
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.

Vineyard Hand

Kangarilla Hill
11.2017 - 05.2019

Duty/Gaming Manager

The Bridgewater Inn
06.2014 - 03.2017
  • Implemented robust cash handling procedures across the gaming floor, minimizing discrepancies while streamlining financial reporting processes.
  • Encouraged development of leadership skills among supervisors to foster employee morale.
  • Established strong relationships with vendors, securing favorable contracts for gaming equipment and technology.
  • Established customer check cashing privileges, authorized appropriate credit limits and arranged reservations.
  • Collaborated with security teams to maintain a safe and secure gaming environment, reducing incidents of theft or cheating.
  • Maintained detailed knowledge of all games offered at the establishment, serving as a subject matter expert when resolving customer disputes or clarifying game rules.
  • Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
  • Conducted regular audits of gaming activities, ensuring compliance with regulatory requirements and maintaining accurate records.
  • Advised upper management on industry trends and competitor analysis, informing strategic decision-making processes for market positioning.
  • Improved employee morale through effective communication and timely resolution of workplace issues.
  • Oversaw recruitment efforts within the gaming department, selecting top talent that contributed positively to team dynamics and performance outcomes.
  • Watched for evidence of internal cooperation in fraudulent activities, inspecting gaming equipment and employee comportment for irregularities.
  • Called and conferred with maintenance personnel to minimize profit loss due to poor equipment condition.

Duty Manager

The Crafers Inn
12.2010 - 07.2014

Duty Manager

The Grays Inn
12.2005 - 11.2010
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Trained employees in essential job functions.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
  • Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
  • Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
  • Implemented cost-saving measures to enhance profitability and align with budget.
  • Conducted regular performance appraisals of staff to determine compliance of goals and objectives.
  • Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Achieved results by working with staff to meet established targets.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Duty Manager

Richies Tavern
12.2005 - 11.2010

Gaming Manager

The Stirling Hotel
12.2002 - 12.2005
  • Called and conferred with maintenance personnel to minimize profit loss due to poor equipment condition.
  • Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
  • Managed budgets effectively, balancing expenses against revenues while identifying areas for cost reduction without compromising service quality or guest experience.
  • Contributed to the development of successful loyalty programs, increasing repeat business from valued clients.
  • Established customer check cashing privileges, authorized appropriate credit limits and arranged reservations.
  • Evaluated gaming machine performance, optimizing placement and selection for increased profitability.
  • Assigned training courses and oversaw performance monitoring to guide employees through career development.
  • Enhanced customer satisfaction by implementing efficient gaming floor management practices.
  • Collaborated with security teams to maintain a safe and secure gaming environment, reducing incidents of theft or cheating.
  • Encouraged development of leadership skills among supervisors to foster employee morale.
  • Maintained detailed knowledge of all games offered at the establishment, serving as a subject matter expert when resolving customer disputes or clarifying game rules.
  • Conducted regular audits of gaming activities, ensuring compliance with regulatory requirements and maintaining accurate records.
  • Implemented innovative marketing strategies to attract new clientele and retain existing customers.
  • Coordinated with other departments to optimize cross-functional collaboration, enhancing overall casino operations efficiency.
  • Advised upper management on industry trends and competitor analysis, informing strategic decision-making processes for market positioning.
  • Monitored gaming floor activity proactively, identifying potential issues or areas of concern before they escalated into larger problems.
  • Watched for evidence of internal cooperation in fraudulent activities, inspecting gaming equipment and employee comportment for irregularities.
  • Established strong relationships with vendors, securing favorable contracts for gaming equipment and technology.
  • Improved employee morale through effective communication and timely resolution of workplace issues.
  • Oversaw recruitment efforts within the gaming department, selecting top talent that contributed positively to team dynamics and performance outcomes.
  • Coordinated staff schedules, rotations and breaks.
  • Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
  • Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
  • Maintained customer loyalty to casino with expert and immediate handling of complaints.

Bar and Gaming Attendant

OG Hotel
12.2000 - 11.2002
  • Performed cash handling duties, provided change and balanced money at end of shift.
  • Reported concerns, broken machines, and out-of-order games to supervisor.
  • 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.
  • Enhanced customer satisfaction by providing exceptional service and maintaining a clean gaming area.
  • Upheld strict compliance with all gaming laws, regulations, and company policies to maintain a professional and ethical gaming environment.
  • Assisted customers with game rules and instructions, promoting an enjoyable gaming experience for all patrons.
  • Managed cash transactions efficiently, maintaining accurate accounting records and preventing discrepancies or losses.
  • 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.
  • Delivered excellent customer service by addressing player inquiries and resolving issues in a timely manner.
  • Informed manager of duty of significant concerns, broken machines, out-of-order games and problems.
  • Facilitated effective communication among team members through regular meetings, training sessions, and open dialogue channels.
  • Educated customers about responsible gambling practices, fostering positive experiences while mitigating potential risks.
  • Ensured prompt resolution of technical issues by coordinating efforts between guests, technicians, and management staff.
  • Stayed up-to-date with industry trends and advancements, incorporating relevant knowledge into daily interactions with patrons.
  • Conducted thorough inspections of gaming areas to ensure adherence to cleanliness standards and regulatory guidelines.
  • Understood and demonstrated proper play of games to promote safety practices while opening, operating and closing venue.
  • Performed regular maintenance on gaming equipment, ensuring consistent functionality and compliance with regulations.
  • Provided attentive support during high-traffic periods, ensuring seamless gameplay experiences for all customers involved.
  • Improved overall guest satisfaction by offering personalized assistance during their visits to the gaming floor.
  • Answered guest questions to provide fun game experience.

Education

Do Food Safely - Food Handling

Department of Health Victoria
Online
06.2023

Senior First Aid - First Aid

First Aid Pro
Mount Barker, SA
12.2022

TAB Compliance - TAB Operations

Tabcorp Training
Online
11.2020

Certificate Of Attainment - Advanced Gaming Operations

Advanced Gaming Operations
Jackpot Club
08.2017

Diploma Of Geoscience - Oil And Petroleum

TAFE O’Halloran Hill
O'Halloran Hill, SA
11.2005

Certificate Of Attainment - Gaming Operations

TAFE Regency
Regency Park, SA
11.2003

RSA - Responsible Service of Alcohol

Hitsa
Online
01.1998

Skills

  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Attention to Detail
  • Time Management
  • Flexible and Adaptable
  • Dependable and Responsible
  • Multitasking Abilities
  • Excellent Communication
  • Critical Thinking
  • Organizational Skills
  • Calm Under Pressure
  • Active Listening
  • Problem Resolution

Timeline

Boots

The 3 Brothers Arms
03.2022 - Current

Bar and Floor Staff

Macclesfield Hotel
06.2019 - 03.2022

Vineyard Hand

Kangarilla Hill
11.2017 - 05.2019

Duty/Gaming Manager

The Bridgewater Inn
06.2014 - 03.2017

Duty Manager

The Crafers Inn
12.2010 - 07.2014

Duty Manager

The Grays Inn
12.2005 - 11.2010

Duty Manager

Richies Tavern
12.2005 - 11.2010

Gaming Manager

The Stirling Hotel
12.2002 - 12.2005

Bar and Gaming Attendant

OG Hotel
12.2000 - 11.2002

Do Food Safely - Food Handling

Department of Health Victoria

Senior First Aid - First Aid

First Aid Pro

TAB Compliance - TAB Operations

Tabcorp Training

Certificate Of Attainment - Advanced Gaming Operations

Advanced Gaming Operations

Diploma Of Geoscience - Oil And Petroleum

TAFE O’Halloran Hill

Certificate Of Attainment - Gaming Operations

TAFE Regency

RSA - Responsible Service of Alcohol

Hitsa

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Renai Christensen