Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Pamela Malone

Glendale

Summary

Dynamic Table Games Shift Manager with extensive experience at Desert Diamond Casino, Hollywood Casinos and Harrah's Casino, excelling in game management and regulatory compliance. Proven track record in optimizing staffing and enhancing guest relations, driving operational efficiency. Adept at team leadership, fostering a positive environment while ensuring exceptional service and adherence to internal controls.

Overview

32
32
years of professional experience

Work History

Table Games Shift Manager

Desert Diamond Casino
Glendale
03.2022 - 05.2025
  • Oversaw daily operations across multiple shifts, ensuring policy compliance and guest satisfaction.
  • Managed pencil for 53 games at West Valley, enhancing operational efficiency.
  • Adjusted staffing levels to optimize dealer schedules based on business demands.
  • Opened new property at White Tanks, contributing to project development from inception.
  • Managed pencil for 36 games at White Tanks to ensure effective game execution.
  • Recommended game spread and types based on experience to boost player engagement.
  • Produced sign-in sheets and posted schedules for all shifts at White Tanks.
  • Ensured adherence to internal controls, MTL, and CTR regulations during operations.

Table Games Casino Administrator

Desert Diamond Casino
Glendale
11.2019 - 03.2022
  • Successfully launched Desert Diamond West Valley Casino, featuring 53 table games and 30 poker tables.
  • Managed staffing to optimize operations across multiple departments.
  • Monitored daily call-outs and maintained comprehensive documentation.
  • Processed payroll and leave requests, including PTO, FML, and PLA.
  • Ensured accurate employee clock-in/out data using Kronos system.
  • Coordinated vendor relations for card orders, layout requests, and equipment repairs.
  • Engaged Shufflemaster for game equipment and shuffler repairs.
  • Ordered new tables and accessories for Craps, Roulette, and Mini Baccarat.

Casino Operations Manager

Hollywood Casino Joliet
Joliet
02.2015 - 11.2019
  • Managed Table Games staff and game spread to optimize operational efficiency.
  • Completed hiring, training, and development programs for new employees.
  • Collaborated with table game managers to ensure effective training on newly introduced games.
  • Established strong rapport with high-end players to understand preferences and enhance service.
  • Monitored and finalized scheduling using Schedule Ease program for optimal resource allocation.
  • Developed performance-based bids for dealers and Floor Supervisors to drive accountability.

Casino Shift Manager

Hollywood Casino Aurora
Aurora
11.2013 - 02.2015
  • Oversaw Table Games staff and game operations while ensuring guest satisfaction.
  • Delivered weekly reports via email to VP of Casino Operations, highlighting key activities and improvement suggestions.
  • Monitored gaming floor for suspicious activity, maintaining a strong positive presence.
  • Fostered collaborative relationships with Floor Supervisors and Executive Hosts, discussing preferences of high-end players.

Table Games Floor Supervisor

Hollywood Casino Joliet
Joliet
12.2010 - 11.2013
  • Delivered exceptional guest service to both internal and external stakeholders.
  • Monitored situations, resolving employee concerns through targeted coaching opportunities.
  • Held employees accountable for maintaining game integrity while providing excellent guest service.
  • Maintained awareness of surroundings to identify potential cheating incidents.
  • Prepared daily and weekly documentation reflecting employee performance metrics.
  • Compiled accurate logs of direct report statistics for biannual evaluations.
  • Managed relationships with employees and guests to foster a positive environment.
  • Served as a role model, balancing task management with relationship building while ensuring enjoyment.

Table Games Floor Supervisor

Harrahs Casino Joliet
Joliet
02.1993 - 12.2010
  • Delivered exceptional guest service both internally and externally.
  • Monitored situations to address employee concerns through targeted coaching opportunities.
  • Held employees accountable for maintaining game integrity while providing outstanding guest service.
  • Maintained awareness of surroundings to identify and prevent potential cheating incidents.
  • Prepared daily and weekly documentation based on employee performance metrics.
  • Kept accurate logs of direct report statistics for fair evaluations every six months.
  • Managed relationships with employees and guests to foster a positive environment.
  • Set an example for others by balancing task and relationship duties effectively.

Education

High School Diploma -

Lockport Township High School
Lockport, IL
06-1986

Skills

  • Game management and development
  • Staff scheduling and training
  • Guest relations and customer service
  • Regulatory compliance and operational efficiency
  • Team leadership and building
  • Casino gaming operations
  • Food and beverage management
  • Time management strategies

Accomplishments

  • Received Leadership Award for community involvement team from Harrah's Joliet for the entire Harrah's family of casinos in the US
  • Received Leader of the quarter and
  • leader of the year from Hollywood Casino Joliet

Timeline

Table Games Shift Manager

Desert Diamond Casino
03.2022 - 05.2025

Table Games Casino Administrator

Desert Diamond Casino
11.2019 - 03.2022

Casino Operations Manager

Hollywood Casino Joliet
02.2015 - 11.2019

Casino Shift Manager

Hollywood Casino Aurora
11.2013 - 02.2015

Table Games Floor Supervisor

Hollywood Casino Joliet
12.2010 - 11.2013

Table Games Floor Supervisor

Harrahs Casino Joliet
02.1993 - 12.2010

High School Diploma -

Lockport Township High School

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Pamela Malone