Miluska Arbulu

• Comprehensive management of casino cashier operations aboard international cruise ships, overseeing cash and chip assets ranging from $4 million to $180 million per cruise. Managed an average of 200–300 transactions per shift, including electronic transfers, VIP credit lines, foreign currency exchange, and tournament entry sales.
• Led and trained multicultural teams of 3 to 10 cashiers, organizing efficient rotations and ensuring continuous coverage during peak hours, tournaments, and promotional events across more than 50 voyages.
• Strictly enforced SQM, SOX regulations, and Standard Operating Procedures (SOP), consistently achieving zero discrepancies and passing all biannual external audits (20+ audits) with no findings.
• Coordinated with Finance, Accounting, Security, and Guest Services to manage daily deposits exceeding $500,000, resolve discrepancies within 24 hours, and facilitate personalized VIP support.
• Delivered tailored service to over 300 high-value VIP guests per cruise, enhancing loyalty and increasing guest satisfaction scores by an estimated 15%.
• Designed and implemented the Cash Desk Surveillance Audit procedure (opening, operating, and closing audits), later adopted fleet-wide across 20+ ships to improve compliance monitoring and reduce cashier error rates by 25%.
• Organized monthly training sessions and conducted over 100 individual coaching meetings to elevate team performance, reduce discrepancies by 30%, and maintain exceptional standards of service.
• Earned internal recognition, including Employee of the Month and Leadership Excellence awards, for outstanding service quality and commitment to operational integrity.
• Completed advanced training in Anti-Money Laundering (AML), Responsible Gaming, and Leadership Development Programs (10+ certifications and courses).
• Actively contributed to process optimization by developing clear guidelines and training materials adopted by over 50 cashiers, promoting continuous learning and compliance.

• Processed an average of 150–200 cash and chip transactions per shift, handling buy-ins, cash-outs, jackpots, and currency exchanges totaling up to $6 million per cruise across 7–14 day itineraries.
• Provided professional service to 200–300 international guests per cruise, including VIP players, while promoting casino tournaments, loyalty programs, and special promotions to over 1,500 guests annually, enhancing satisfaction and driving repeat business.
• Verified authenticity of 100% of large-denomination bills and chips, maintaining discrepancy rates below 0.01% over thousands of transactions and supporting successful internal and external audits.

Assisted in training and onboarding 20+ new cashiers, helping them reach operational proficiency within the first 30–60 days and ensuring adherence to company procedures.

• Developed strong skills in compliance, accuracy, and guest engagement that provided the foundation for advancement into management roles and contributed to 15+ years of progressive career growth.

• Collected and processed cash deposits and payments for an average of 800–1,200 guests per voyage, ensuring timely fund delivery and accurate guest account activation.
• Prepared and distributed Costa Cards and supporting materials to facilitate smooth embarkation and onboard purchases.
• Verified and reconciled all guest payments prior to disembarkation, maintaining 0% outstanding balances on closing accounts.
• Managed payment-related inquiries and resolved issues, including account closures and final bill preparation.
• Supported safety compliance by adhering to shipboard policies and procedures.