Sandra Spellman
Summary
Highly skilled Dual Rate Pit Manager with robust understanding of casino operations and regulatory compliance. Demonstrated ability to oversee gaming activities while maintaining optimal customer service standards. Strengths include leadership, team management, and problem-solving abilities. In previous roles, improved operational efficiency and facilitated smooth functioning of pit operations.
Overview
23
23
years of professional experience
Work History
Dual Rate Pit Manager
MGM National Harbor
Oxon Hill, Maryland
11.2016 - Current
- Oversaw daily operations of Pit area, fostering an efficient and effective work environment.
- Supervised daily operations of gaming tables and staff performance.
- Managed cash flow and ensured accurate transaction processing.
- Monitored daily gaming activity to ensure compliance with all applicable laws and regulations.
- Trained new dealers on game rules and customer service standards, enhancing overall service quality.
- Ensured proper handling of customer complaints in a timely manner.
- Resolved any disputes between customers or employees quickly and fairly.
- Monitored card counting and suspicious behavior to proactively mitigate cheating.
- Managed table games personnel through effective scheduling, task delegation, and employee relations.
Table Games Floor Supervisor
MGM National Harbor
Oxon Hill, Md
11.2016 - 10.2021
- Supervised table games operations and ensured compliance with gaming regulations.
- Ensured compliance with all applicable gaming regulations and laws.
- Monitored dealer performance, ensuring accurate dealing procedures and strict adherence to gaming regulations.
- Trained and mentored staff in customer service and game procedures.
- Coordinated daily operations to optimize game flow and enhance player satisfaction.
- Resolved customer disputes, delivering exceptional service to elevate guest experience.
- Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
Table Games Floor Supervisor
SugarHouse Casino
Philadelphia, Pennsylvania
08.2015 - 11.2016
- Supervised table games operations, ensuring compliance with gaming regulations to maintain operational integrity.
- Communicated key insights about patrons and dealers to Pit Manager, supporting informed decision-making.
- Provided actionable feedback to dealers, improving their performance and overall service quality.
- Delivered exceptional customer service, enhancing guest experiences and encouraging repeat visits.
Table Games Floor Supervisor
Horseshoe Casino
Baltimore, Maryland
08.2014 - 12.2015
- Supervised table games operations and ensured compliance with gaming regulations.
- Coordinated daily activities to ensure smooth game flow and enhance player satisfaction.
- Resolved customer disputes and provided exceptional service to enhance guest experience.
- Resolved customer complaints promptly, maintaining professionalism to uphold service standards.
- Addressed customer disputes while delivering exceptional service to improve guest experience.
Table Games Floor Supervisor
Maryland Live Casino
Hanover, Maryland
04.2013 - 08.2014
- Supervised table games operations, ensuring compliance with gaming regulations to mitigate risk and enhance integrity.
- Coordinated daily activities to optimize game flow and elevate player satisfaction.
- Trained and mentored staff in customer service and game procedures.
- Trained and mentored staff in customer service and game procedures, fostering a knowledgeable team to enhance overall guest experience.
Casino Dealer
Borgata Casino and Spa
Atlantic City, New Jersey
02.2004 - 08.2012
- Enhanced player experience through effective management of interactions and delivery of customer service.
- Ensured game integrity by promptly detecting and reporting irregularities.
- Facilitated cash transactions, handling chips and currency accurately and securely.
- Executed cash transactions with precision, securely handling chips and currency.
Education
BJ,Craps,Roulette,Baccarat - Dealing School
Atlantic Community College
Atlantic City, NJAtlantic City High School
Atlantic City, NJSkills
- Table games management
- Gaming compliance
- Gambling compliance
- Compliance monitoring
- Cash handling
- Dispute resolution
- Player relations
- Staff training
- Employee scheduling
- Strong decision-making
- Team leadership
- Multitasking
- Conflict resolution
- Customer service
Pencil Person
- Scheduled Supervisors and Dealers to assigned pits.
- Made sure each pit was properly staffed.
- Helped employees with their schedules, medical leave and work returns.
- Conducted department orientation.
Art of Customer Service Ambassador
- Scheduled Supervisors and Dealers to assigned pits.
- Made sure each pit was properly staffed.
- Helped employees with their schedules, medical leave and work returns.
- Conducted department orientation.
Timeline
Dual Rate Pit Manager
MGM National Harbor
11.2016 - Current
Table Games Floor Supervisor
MGM National Harbor
11.2016 - 10.2021
Table Games Floor Supervisor
SugarHouse Casino
08.2015 - 11.2016
Table Games Floor Supervisor
Horseshoe Casino
08.2014 - 12.2015
Table Games Floor Supervisor
Maryland Live Casino
04.2013 - 08.2014
Casino Dealer
Borgata Casino and Spa
02.2004 - 08.2012
BJ,Craps,Roulette,Baccarat - Dealing School
Atlantic Community College
Atlantic City High School