Samantha Young
Rochedale South
Summary
Experienced hospitality customer service professional with 15+ years of industry experience. Eager to expand skill set and pursue personal growth. Seeking new opportunities to take on fresh challenges and acquire additional expertise. Committed to delivering exceptional service, ready to leverage extensive background in providing top-notch customer experiences to contribute to a dynamic and thriving organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Gaming Manager
Australian Venue Co
12.2022 - Current
- Streamlined gaming room operations for improved revenue generation and optimized resource allocation.
- Collaborated with security teams to maintain a safe and secure gaming environment, reducing incidents of theft.
- Oversaw recruitment efforts within the gaming department, selecting top talent that contributed positively to team dynamics and performance outcomes.
- Advised upper management on industry trends and competitor analysis, informing strategic decision-making processes for market positioning.
- Watched for evidence of internal cooperation in fraudulent activities, inspecting gaming equipment and employee comportment for irregularities.
- Enhanced customer satisfaction by implementing efficient gaming floor management practices.
- Improved employee morale through effective communication and timely resolution of workplace issues.
- Implemented robust cash handling procedures across the gaming floor, minimizing discrepancies while streamlining financial reporting processes.
- Coordinated with other departments to optimize cross-functional collaboration, enhancing overall gaming room operations efficiency.
- Managed budgets effectively, balancing expenses against revenues while identifying areas for cost reduction without compromising service quality or guest experience.
- Maintained detailed knowledge of all games offered at the establishment, serving as a subject matter expert when resolving customer disputes or clarifying game rules.
- Led efforts to continually improve gaming room ambiance through strategic lighting design adjustments, ensuring an inviting and engaging atmosphere for guests.
- Encouraged development of leadership skills among supervisors to foster employee morale.
- Monitored gaming floor activity proactively, identifying potential issues or areas of concern before they escalated into larger problems.
- Conducted regular audits of gaming activities, ensuring compliance with regulatory requirements and maintaining accurate records.
- Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
- Developed comprehensive training programs to ensure staff maintained high levels of expertise in gaming regulations and procedures.
- Drove habits of consistent, succinct communication between team members and from supervisors to floor employees.
- Evaluated gaming machine performance, optimizing placement and selection for increased profitability.
- Led orientation and training for new employees to prepare thoroughly for full spectrum of service duties.
- Provided ongoing coaching and mentorship for staff members, fostering an environment conducive to professional growth and development.
- Called and conferred with maintenance personnel to minimize profit loss due to poor equipment condition.
- Established strong relationships with vendors, securing favorable contracts for gaming equipment and technology.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
Gaming Attendant & Customer Liaison Officer
Australian Venue Co.
08.2018 - 09.2021
- Working at the Hotel HQ as senior staff I was responsible for:
- Opening and Closing procedures
- Till counts and Operations
- Daily Cash Clearance of 45 gaming machines
- Responsible Service of Alcohol
- Responsible Service of Gaming
- Customer Service
- Customer Liaison Officer
- Barista
- Re-stocking
- Inducting and training new staff
Restaurant Manager
Hungry Jacks
01.2013 - 01.2018
- Elevated to Assistant Manager role just six months after initial crew position.
- Trained to manage store operations independently.
- Achieved annual KPIs by aligning operations with financial goals.
- I was also responsible for maintaining a safe workplace for my 60+ staff by always enforcing compliance to HS&IM policies and procedures
- Managed operations of three stores, driving substantial profit growth.
Waitress
Caxton St Catering
01.2011 - 12.2012
- Opening and Closing procedures
- Till counts and operations
- Customer Service
- Barista Skills
- Waitressing
- Restocking
Education
Diploma of Work Health and Safety -
TAFE QLD
12.2018
Diploma of Hospitality -
Performis
12.2015
Year 10 Certificate - Level 4 Literacy Skills, Level 3 Numeracy Skills
Beaudesert High School
12.2010
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Customer relationship management (CRM)
- Policy implementation
- Conflict resolution
- Schedule preparation
- Emergency response
- Safety procedures
- Employee onboarding
- Coaching and mentoring
- Work prioritization
- Recruiting and interviewing
- Risk management
- Regulatory compliance
- Attention to detail
- Multitasking Abilities
- Good judgment
- Active listening
- Employee development
Certification
- RSA
- RSG
- Customer Liaison Officer
- Fire Warden Training - Chubb
- First Aid & CPR
- Confine Small Workplace Emergencies - Chubb
- Coaching Skills Program - Anson Australia
- Approved Managers QLD
- RMLV QLD
Accomplishments
Best Gaming Venue Metro 2024 -QHA
Timeline
Gaming Manager
Australian Venue Co
12.2022 - Current
Gaming Attendant & Customer Liaison Officer
Australian Venue Co.
08.2018 - 09.2021
Restaurant Manager
Hungry Jacks
01.2013 - 01.2018
Waitress
Caxton St Catering
01.2011 - 12.2012
Diploma of Work Health and Safety -
TAFE QLD
Diploma of Hospitality -
Performis
Year 10 Certificate - Level 4 Literacy Skills, Level 3 Numeracy Skills
Beaudesert High School
- RSA
- RSG
- Customer Liaison Officer
- Fire Warden Training - Chubb
- First Aid & CPR
- Confine Small Workplace Emergencies - Chubb
- Coaching Skills Program - Anson Australia
- Approved Managers QLD
- RMLV QLD
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