Vice President of Premium Services Operations I The Star Entertainment Group I Sydney

• Sep 2020 - Present

Premium Services Operations Manager

• Nov 2012 - Sep 2020

Proven ability to identify and investigate customer pain points resulting in decisions that mutually benefit the customer and the companyIncite cooperation across all facets of casino business to ensure seamless service standards across our diverse local, domestic and International marketsLead a customer centric team in the ability to narrow the gap between adulations andgrievances, embrace change and take on all challenges with enthusiasm.Design, define, implement, test, deliver and monitor initiatives that directly impact on customer satisfaction and loyalty to ensure processes remain relevant and productive.

VIP Services Executive

• May 2008 - Nov 2012

Introduced Rebate Programs to the Domestic Market. Assimilated this product with the customers habits boosting brand and product awareness.Project managed the Sovereign Arrival and Departure Lounge, a world class facility that established professional first impressions and elevated guest experience.Tailor made bespoke personal experiences and provided feedback to Sales Teams to gain an understanding of VIP preferences.Aligned benefits, complimentaries and service standards with SEQ properties in an attempt to mitigate trips to our competitor.

Customer Relations Executive

• Sep 2007 - May 2008

Accountable for encouraging optimization of the Guest Experience through building relationshipsCollaborate on strategy to incite loyalty and encourage repeat visitation.Identify key drivers and liaise with stakeholders to eradicate pain pointsProblem solve within corporate guidelines and confidentiality