Martin (Hugo) Clarke
Sydney,NSW
Summary
Proven leader with distinct management experience in multiple service-based industries, excelling in team leadership, executing management vision and complex problem-solving. Enhanced customer satisfaction and operational efficiency through various management strategies. Skilled in employee management and guest interaction, consistently fostering positive relationships and driving profitability.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Manager
Nike AF1 Pty. Ltd.
02.2024 - Current
- Managed budget implementations, employee reviews, training, schedules, and hiring processes.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Implemented robust inventory management systems to optimize stock levels maximise efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Successfully engaged problematic customers and situations to assist lower-level employees and maintain excellent customer service standard.
Area Manager
Crown Resorts Pty. Ltd.
06.2022 - 01.2024
- Fostered a culture of excellent customer service, creating a 6-Star, premier hospitality experience for all guests.
- Developed key relationships with patrons, establishing connections that yielded financial outcomes through returning guests and repeat business.
- Enhanced customer satisfaction with excellent communication, problem-solving skills, and timely resolution of issues.
- Coordinated with cross-functional teams including Food & Beverage, Security, Surveillance and Cashiers to ensure seamless professional execution on a nightly basis, leading to strong inter-departmental relationships and dependability.
- Implemented comprehensive risk management strategies to minimize potential liabilities related to regulations, alcohol service policies, etc.
- Seconded on shift-to-shift basis as Roster & Admin Manager, overseeing up to 50+ employees on a nightly basis, scheduling their breaks, shift starts & finishes, return to work interviews, disciplinary actions and dictating their duties.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Volunteered self for Redundancy in Jan. 2024
Croupier
Crown Resorts Pty. Ltd.
09.2020 - 06.2022
- Enhanced casino atmosphere by providing exceptional customer service and maintaining professionalism.
- Upheld high standards of personal appearance, punctuality, and professionalism in accordance with casino policies.
- Monitored game table for signs of cheating or other criminal activities by observing body language and behaviours of gamblers.
- Promoted a safe and enjoyable gambling experience for all customers, adhering to strict rules and regulations.
- Maintained open communication with supervisors regarding any concerns or suggestions for improving gaming procedures.
- Improved game security by diligently monitoring all gaming activities, identifying potential issues, and reporting irregularities.
- Resolved customer disputes calmly and professionally, ensuring satisfaction while upholding casino rules.
- Maintained personable and professional demeanour when dealing with ill-mannered or dishonest casino-goers.
- Assisted in the training of new croupiers, ensuring they were equipped with essential skills and knowledge for success.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
Education
Security Studies And Intelligence (Part Time)
Macquarie University
Sydney, NSW2026
The King's School
North Parramatta, NSW2019
Skills
- Team Leadership
- Employee Management
- Verbal and written communication
- Guest Interaction
- Complex Problem-Solving
- Customer Relations
- Issue Resolution
- Staff Scheduling
- Training and mentoring
- Workforce Management
Certification
- RSA & RCG - CCH10937950 (Current)
Languages
German
Limited Working
Timeline
Manager
Nike AF1 Pty. Ltd.
02.2024 - Current
Area Manager
Crown Resorts Pty. Ltd.
06.2022 - 01.2024
Croupier
Crown Resorts Pty. Ltd.
09.2020 - 06.2022
Security Studies And Intelligence (Part Time)
Macquarie University
The King's School
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