Michael Holmes
Shakopee,MN
Summary
Accomplished gaming management professional with a proven track record of coordinating and overseeing successful gaming operations. Skilled in developing and enforcing procedures, managing staff, and implementing security measures to ensure a safe and efficient gaming environment. Reliable candidate adept at problem-solving and task prioritization to drive team success.
Overview
15
15
years of professional experience
Work History
Gaming Revenue Audit Supervisor
Mystic Lake Casino Hotel
Prior Lake
07.2025 - Current
- Supervised audit team, ensuring compliance with internal controls and regulatory guidelines.
- Conducted comprehensive audits, providing actionable insights to improve financial reporting accuracy.
- Collaborated with management to address audit findings, fostering a culture of accountability and continuous improvement.
- Formulated policies and procedures to streamline operations.
- Collaborated with leadership to identify mentoring needs and align objectives with organizational goals.
Slot Floor Supervisor/ Dual Shift Manager
Mystic Lake Casino Hotel
Prior Lake
08.2020 - 07.2025
- Reading and responding to all guest surveys through the Medallia system
- Handled and approved paperwork for monetary transactions in excess of $25,000
- Scheduled employee shifts and coordinated breaks to ensure optimal staffing levels
- Collaborated with other departments on cross-functional initiatives or projects
- Maintained proper documentation for regulatory compliance purposes
- Handled employee disciplinary actions in consultation with human resources
- Mentored team members in career development opportunities within gaming industry
- Ensured safe, clean, and enjoyable gaming environment for all patrons
- Trained new employees on game rules, procedures, and customer service techniques
- Supervised slot department personnel, including training, workflow management and employee performance evaluation
- Explained gaming machine functions and payouts, assisting patrons with inquiries and issues
- Observed patron behavior and resolved issues, including addressing guests who are underage, intoxicated, disruptive, or cheating
- Improved worker performance through effective oversight and mentoring on specific job procedures
- Documented slot machine malfunctions and issued work orders to facilitate repair
- Kept records accurate by documenting monetary transactions with required forms
Slot Service Specialist
Mystic Lake Casino Hotel
Prior Lake
05.2012 - 08.2020
- Shift trainer- I am responsible for teaching team members’ new policies and procedures
- I also have to oversee and train new hires, making sure they are compliant with our standards
- Heavily involved with guest satisfaction
- Attend to guests needs on the casino floor, respond to change lights, and answer guest’s questions
- Responsible for paying jackpots, issuing tax forms, dealing with machine issues, and being a front line for concerns that guest’s might have
- I am personally responsible for keys and other assets through the work day
Concession Server
Mystic Lake Casino Hotel
12.2010 - 05.2012
- Responsible for large numbers of guests in the bingo hall, serving both drinks and food throughout the 4-12 hour bingo sessions
- Normally had around 50-100 guests to attend to all seated at one time
- Handled numerous orders at once and served in a timely manner
- Cashiered in the Promenade Restaurants, upselling featured items and desserts
- Prepped food for guest in the deli, packaged salads and pastries, and created desserts at Sweet Temptations
Education
Bachelor of Science - Business Administration
Upper Iowa University
Fayette, IA12.2027
Associate in Arts (A.A) -
Normandale Community College
Bloomington, MN05.2017
Skills
- Customer service
- Computer proficiency
- Complaint handling
- Conflict resolution
- Team development
- Microsoft Office Suite
- Staff training and development
- Attention to detail
- Data entry and report generating
- Team leadership
- Adaptability and flexibility
- Computer literacy and data entry
Timeline
Gaming Revenue Audit Supervisor
Mystic Lake Casino Hotel
07.2025 - Current
Slot Floor Supervisor/ Dual Shift Manager
Mystic Lake Casino Hotel
08.2020 - 07.2025
Slot Service Specialist
Mystic Lake Casino Hotel
05.2012 - 08.2020
Concession Server
Mystic Lake Casino Hotel
12.2010 - 05.2012
Associate in Arts (A.A) -
Normandale Community College
Bachelor of Science - Business Administration
Upper Iowa University