Casey Gruber

Dynamic leader with expertise in cash handling and team leadership, enhancing customer satisfaction at Agua Caliente Casino. Spearheaded marketing initiatives, boosting ticket sales by 20%. Cultivated VIP relationships, fostering loyalty and repeat business. Adept at resolving disputes and mentoring staff, ensuring seamless operations and exceptional guest experiences.

Box Office Supervisor - Agua Caliente Casino

• Contributed to marketing efforts by collaborating with other departments to create engaging promotional materials for upcoming shows.
• Addressed technical issues with ticketing software promptly, reducing downtime and maintaining seamless service delivery for patrons.
• Ensured accurate financial reporting by overseeing daily cash reconciliations and deposits at the end of each shift.
• Coordinated VIP seating arrangements for special guests, creating a memorable experience that encouraged repeat business from high-value customers.
• Mentored junior staff members, providing guidance and support to help them grow professionally and excel in their roles as box office representatives.
• Collaborated with event organizers to ensure timely setup of box office facilities and resources, contributing to a seamless event experience for patrons.
• Adhered to strict security protocols when handling sensitive customer data and financial transactions, protecting the organization from potential fraud or theft risks.
• Provided excellent guest experiences through attentive service during peak periods, managing long lines without sacrificing customer satisfaction levels.
• Promoted special events to attract larger audiences, resulting in higher ticket sales and increased revenue.
• Played a crucial role in maintaining positive workplace morale through regular employee recognition initiatives and open communication practices.
• Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
• Printed tickets, checking accuracy of date, time and seat numbers before giving to customers.
• Assisted customers in choosing seats, guiding and recommending options via seating map.

Casino Supervisor - Agua Caliente Casino - Cathedral City, CA

(2015-09)

• Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
• Resolved disputes among patrons quickly, ensuring fairness while maintaining a positive atmosphere.
• Developed strong rapport with VIP clients, offering personalized attention and fostering loyalty to the casino brand.
• Facilitated communication between departments to ensure seamless coordination of guest services and amenities.
• Oversaw accurate tracking of player activity to inform targeted marketing efforts and rewards programs.
• Maintained comprehensive knowledge of all casino games offered, serving as an expert resource for both staff members and guests.
• Trained new staff members on casino policies, procedures, and game rules for improved performance.
• 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.
• Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
• Addressed customer behavior or complaints head-on to maintain smooth and professional operations.

High School Diploma - General Studies - Lutheran High