Summary
Overview
Work History
Education
Skills
Websites
Certification
Valid Driver License
Notification Period
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Languages
Timeline
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Benny Sze Yu Yip

Sans Souci,Australia

Summary

Dynamic Operation and Concierge Manager with a proven track record at Sports Club, Casinos and Corporate Buildings. Excelling in customer satisfaction and team leadership. Skilled at resolving complex issues, I fostered loyalty among VIP guests and enhanced operational efficiency, driving significant improvements in service standards.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Operation and Concierge Manager

Bankstown Sports Club
09.2022 - Current
  • Led lobby operations, setting exemplary customer service standards.
  • Trained staff on customer service protocols and operational procedures for efficiency.
  • Resolved guest complaints promptly, maintaining high standards of customer satisfaction.
  • Mentored and motivated a service-focused team for optimal performance.
  • Contributed to developing and implementing efficient operational procedures.
  • Collaborated with departments, liaising with stakeholders on key issues.
  • Resolved gaming disputes and customer complaints following club protocols.
  • Ensured gaming floor cleanliness and impeccable presentation were maintained.
  • Supervised gaming staff with a professional, hands-on approach.
  • Oversaw gaming equipment, assisting in machine acquisitions and relocations.

Gaming Supervisor

St George Motor Club
10.2022 - 06.2023
  • Developed and implemented operational strategic plan for host staff activities and scheduling duties.
  • Established guest service standards by defining service sequences and creating departmental training protocols.
  • Targeted client markets to recruit premium VIP players through professional networking and recreational events.
  • Increased VIP player retention by soliciting feedback and re-engaging inactive players.
  • Trained staff on gaming procedures and customer service excellence.
  • Monitored gaming equipment performance, reporting malfunctions immediately.
  • Resolved disputes swiftly, promoting positive guest relations through complimentary services.
  • Verified winnings, payouts, and jackpots accurately, ensuring timely processing.

VIP Relation Manager - Player Development

Okada Manila (White Horse Club)
, Philippines
04.2021 - 04.2022
  • Managed workflow and escalated issues, engaging resources to resolve challenges effectively.
  • Participated in leadership meetings to develop strategies enhancing organizational competitiveness and profitability.
  • Led a team of 4-8 Group Managers and 60 Customer Service Associates to meet performance goals.
  • Set vision and culture for team, establishing performance expectations and accountability.
  • Drove career growth of Customer Support team by emphasizing Leadership Principles.
  • Developed training programs to enhance service skills among team members.
  • Conducted team meetings to communicate objectives and address performance concerns.
  • Resolved customer complaints promptly, improving overall satisfaction levels.

VIP Concierge Manager

Okada Manila (Sun City Group)
, Philippines
08.2017 - 03.2021
  • Delivered personalized services to VIP guests at luxury resort, enhancing overall experience.
  • Coordinated reservations for dining, entertainment, and spa services to ensure seamless guest experiences.
  • Anticipated guest needs to promote loyalty and encourage repeat visits.
  • Resolved inquiries and complaints professionally, maintaining high standards of guest satisfaction.
  • Established strong relationships with guests to foster loyalty and increase repeat visits.
  • Managed staff schedules to optimize performance during peak times.
  • Arranged transportation, restaurant reservations, and event tickets for VIP guests.

Corporate Concierge Executive

New World Property Management Limited
, Hong Kong
03.2011 - 06.2015
  • Oversaw daily operations of corporate concierge service, ensuring efficient support for employees and visitors.
  • Supervised and trained concierge staff, delegating tasks to enhance team performance.
  • Provided welcoming experiences for employees and visitors, addressing inquiries and resolving issues promptly.
  • Managed front-of-house area, maintaining cleanliness and coordinating maintenance with facilities management.
  • Controlled access, visitor registration, and security protocols to ensure safety and compliance.
  • Developed relationships with vendors and service providers to enhance service offerings.

Education

Master of Hospitality Management -

University of Santo Tomas
01.2021

Master of Business Administration - For limited Experience

University of Technology Sydney
01.2001

Bachelor of Arts - Asian Studies

University of Sydney
01.1999

Skills

  • Microsoft Word
  • Excel
  • Power Point
  • RCG
  • RSA
  • Expertise in Crypto currency

Certification

Provide First Aid

Valid Driver License

True

Notification Period

4 weeks Notice

<Enter your own>

Citizenship: Australian Citizen

Languages

English
Native/ Bilingual
Cantonese
Native/ Bilingual
Chinese (Mandarin)
Native/ Bilingual

Timeline

Gaming Supervisor

St George Motor Club
10.2022 - 06.2023

Operation and Concierge Manager

Bankstown Sports Club
09.2022 - Current

VIP Relation Manager - Player Development

Okada Manila (White Horse Club)
04.2021 - 04.2022

VIP Concierge Manager

Okada Manila (Sun City Group)
08.2017 - 03.2021

Corporate Concierge Executive

New World Property Management Limited
03.2011 - 06.2015

Master of Hospitality Management -

University of Santo Tomas

Master of Business Administration - For limited Experience

University of Technology Sydney

Bachelor of Arts - Asian Studies

University of Sydney

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Benny Sze Yu Yip