Debashis Bairagi

• Accurately and efficiently operational compliance to meet relevant regulations and legislation.
• Handling customer complaints and troubleshooting issues in line with company policies, and overseeing the operations across all outlets of the club. Setting reasonable customer satisfaction goals and working with the team to meet them on a consistent basis. Perform accurate variance analysis on a daily, weekly, and monthly basis in accordance with club policies and procedures. Investigate and resolve customer complaints pertaining to poker machine disputes and safety, security, and emergency matters regarding customer issues.
• Assist in the monitoring and reviewing of gaming operations, promotions, and loyalty offerings within the club.
• Organized and delegated a cache of daily tasks to achieve consistent casino operations.
• Enforced standards for recording customer and transactional information in computers.
• Led orientation and training for new employees to prepare thoroughly for the full spectrum of service duties.
• Responded with care to customer concerns to leave each customer satisfied and build a reputation for service.
• Coached crew members to optimize performance and motivate them toward more efficient work.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Adhered to company standards and compliance requirements for operations and cleanliness of areas.
• Negotiated with suppliers to secure cost-effective resources.
• Prepared staff work schedules and assigned team members to specific duties.
• Trained new employees on company policies, job duties, and performance expectations. Coordinated and implemented a range of projects, ensuring adherence to established project management methodologies.
• Provide project management support services, handling administrative tasks to enable the project team to complete tasks, and achieve project outcomes on time, within budget, and to the required quality standards.
• Develop and maintain effective relationships with customers, stakeholders, and vendors through communication, negotiation, and issue management.
• Facilitated communication and collaboration among working groups, committees, and consultations.
• Prepare and maintain project-related documentation, ensuring all information is sourced and collated for reporting, monitoring, and evaluation purposes.
• Undertake research and analysis, identifying trends, and preparing project briefs to support informed decision-making and planning.
• Trained new employees on company policies, job duties, and performance expectations.

Project Work and Portfolio

• Risk Assessment and Mitigation: Conducted comprehensive risk assessments, and developed mitigation strategies to minimize potential business disruptions.
• Policy Development: Created and implemented risk management policies and procedures, ensuring compliance with industry standards and regulations.
• Training and Workshops: Organized and led training sessions to enhance risk awareness and management capabilities among staff.
• Risk Reporting: Developed executive dashboards and reports to communicate risk status and recommendations to senior management.
• Project Management: Led key risk management initiatives, including stress testing and root cause analysis.

• Project Management: Led the implementation of the Gambling Incident Register in compliance with Liquor & Gaming NSW regulations.
• Policy Development: Developed and enforced policies for recording and managing gambling incidents.
• Training and Support: Conducted training sessions for staff on how to properly document and handle gambling incidents.
• Data Analysis: Analyzed incident data to identify trends and develop strategies to mitigate gambling-related harm.
• Compliance Monitoring: Ensured ongoing compliance with regulatory requirements by regularly reviewing and updating the incident register.
• Stakeholder Engagement: Collaborated with Responsible Gambling Officers (RGOs) and senior management to address gambling-related issues and improve patron support

• WHS System Implementation: Implemented and maintained WHS management systems in compliance with relevant legislation and organizational policies.
• Safety Audits: Conducted regular safety audits and inspections to identify hazards and ensure a safe workplace.
• Incident Investigation: Investigated workplace incidents and near misses, identifying root causes, and implementing corrective actions.
• Training Programs: Developed and delivered WHS training programs to educate employees on safety practices and regulatory requirements.
• Performance Benchmarking: Benchmarked WHS performance against industry standards and comparable businesses.

• Roster Optimization: Analyzed and optimized staff rosters to improve efficiency and meet operational demands.
• Compliance: Ensured rosters complied with labor laws, organizational policies, and employee agreements.
• Data Analysis: Utilized data analytics to forecast staffing needs and adjust rosters accordingly.
• Employee Engagement: Collaborated with employees to address roster-related concerns, and improve job satisfaction.
• Reporting: Generated reports on roster performance, highlighting areas for improvement, and recommending solutions.

• Drive Front Office KPI’s such as upselling, loyalty enrolments and
• Guest satisfaction scores
• Overseeing and Supervising day to day operations and managing rostering for business needs and Coach, Lead and Mentor associates to deliver exceptional service Foster an environment of Respect, Collaboration and Teamwork within the store
• Follow all Cash Management policies and procedures to ensure accountability
• Conduct performance appraisals
• Entering gaming data into IGT Club Advantage gaming system
• OLGR is strictly followed
• Current NSW RSA & RCG certification
• Experienced across the entire operation including Gaming, Food and Beverage
• Record the specifics of malfunctioning machines and document malfunctions needing repair
• Resolve customer complaints regarding problems such as payout errors
• Train new workers or evaluate their performance
• Establish policies on issues such as the type of gambling offered and the odds, the extension of credit, or the serving of food and beverages
• Prepare operational or risk reports for management analysis
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.

• Experienced as Gaming supervisor and highly focused on providing customers with a good experience
• The ability to work both independently and in a team environment and motivate team
• Investigate and resolve where possible complaints
• Experience in
• E-Bet system
• Familiar with all different slot machine
• Ability to fix basic problems on slot machine Eg: Answorth, IGT, IG, Aristocrat etc
• Assisting opening club and closing and honest and communication skills
• General maintenance of poker machine along with necessary inspection
• Have good knowledge of poker machine and systems
• Managing employee duties, performance and roster
• Maintain security in front-of-house and also back-of-house
• Handling customer complaints and troubleshooting issues in line with company policies Investigate and resolve Customer Complaints pertaining to poker machine disputes and Safety, Security and Emergency matters regarding customer issue
• Supervision of the venue and its operation including opening and closing the club premises as required
• Greetings all customers including VIP customers
• Ensuring customer service standards are always being met in line with company culture
• Assigned training courses and oversaw performance monitoring to guide employees through career development.

• Experienced providing customer support in busy environment for patrons and ensuring high quality customer service all times
• Ability to build productive relationships, resolve complex issues and win customer loyalty and managing any customer concerns as required
• Leading, motivating and managing the performance of teams
• Reporting any customer or employee related incidents and ability to engage with a wide range of patrons and staff
• Identifying VIP patrons tier and acknowledged to the operation team
• The ability works in a fast-paced environment, cash management including cashier, tablet, and soft counting balancing along with supervision of poker machine clearances
• Supervision of the venue and its operation including opening and closing the club premises as required..