PAUL MICHAEL ROOCROFT

My ultimate objective is to further enhance my career with The Star Entertainment Group in Queensland where I will be able to gain experience at our Gold Coast and Brisbane properties whilst achieving both professional and personal growth. I am very passionate about guest service and I strive to push myself and encourage my fellow team members to live the Star Qualities and create thrilling experiences for our guests every day. I dedicate myself to play a key role in delivering our guest service to The Star's standards and it is my goal to be selected to join the team for the opening of The Star Brisbane at Queens Wharf in 2022. This is an exciting time to be part of The Star due to the expansion of The Star Gold Coast and the development of the Queens Wharf in Brisbane.

COMMENDATIONS:

• 27th March 2018. Commendation Minor issued by Marie Ann Breidi, Table Gaming Manager. "Hugh Fraser, Paul and myself walked the Main Gaming floor on 16/03/18 as he had applied for the role of Customer Insights Auditor. He is unsuccessful at this time, and the business will review the role, although both myself and Hugh were impressed by the professionalism and diligence Paul demonstrated; as he currently demonstrates as the current guest service standards trainer on the floor."
• June 16 2017. Commendation Minor issued by Sanel Zunic, VIP Assistant Gaming Manager. "Paul 014891 scored 100% whilst supervising Blackjack. Paul shared his focus and engaged with his guests. He pre-empted the needs of his guests. Bringing a chair to a guest who was standing so he could sit and play."
• 12th August 2016. Commendation Minor issued by Marion Dow, Senior Gaming Training Coordinator. "Paul is to be commended for his performance in Games Training over the past week. Gaming Training Coordinator, Stephen Clarke, has not been at work due to illness. Paul was training for the first time by himself and his performance was outstanding. Paul displayed leadership and initiative to successfully complete the training school."
• 12th June 2016. Commendation Major issued by Telaine Grapsas, VIP Assistant Gaming Manager. "Paul volunteered to stay back to assist AGMs with staffing numbers due to the volume of late calls because of severe traffic. Paul stayed an additional 2 hours with no complaints. His teamwork was very much appreciated."
• 7th November 2015. Commendation Minor issued by Francis Amputch, VIP Assistant Gaming Manager. "Despite having a difficult day Paul demonstrated outstanding composure in the face of an irate guest who believed she was right but was actually wrong. Paul conducted himself with class and grace while investigating and politely informed his AGM of the situation. He also took it upon himself to coach his dealer on how to better handle such situations in the future. A truly outstanding effort. Thank you Paul!"

STRIVE BADGES:

• October 2018: Awarded True Teamwork badge from Thanh Hung Vu, Gaming Supervisor. "Exceptional at doing his job. Very polite and helpful toward team members and patrons at all times. Shows great support to staff that required help in improving their skills, also providing feedback and following up on dealers. Paul always keeps Team Members up to date with the news and changes around the property."
• October 2018: Awarded Own It badge from Peter Le, VIP Gaming Supervisor. "Paul does a great job evaluating dealers and always giving them an honest feedback where they are doing good at along with where they are dropping on performance which drives them to put in more effort."
• November 2018: Awarded Thank You badge from Rachel Kilderry, VIP Assistant Gaming Manager. "Paul is to be commended in his current role for consistently having a positive impact in regards to Guest Service (internal or external). His contribution and attention to detail leads to the success of the VIP business. He is approachable and a motivator for the Team Members in the Sovereign Room and the Main Gaming Floor."
• November 2018: Awarded Deliver It badge from Dee Tran, VIP Tables Gaming Manager. "Paul represented Table Games in a positive light during an interaction with Executive On Deck C.O.O. Dino Mezzatesta who was having difficulties with a disengaged team member. Paul took ownership and apologized for the poor interaction at a later stage that night which was recognized by Dino."

AWARDS:

• June 2016: Awarded the Taronga Zoo Gold Pass for positive Guest Feedback. I had previously received positive guest feedback from one of our regular Sovereign Room VIP guests for delivery of exceptional guest service.
• June 2019: Nominated for Team Member of the Month. Assistant Gaming Managers, Sanel Zunic and Telaine Grapsas nominated me for Team Member of the month for June 2019 for consistently going above and beyond in the delivery of excellent guest service.

• Cultural Awareness - January 2016: Learning about Chinese culture and behaviour and communicating effectively with our Chinese guests.
• Star Quality - May 2016 - Learning how to Bring It, Own It, Live It and Deliver It.
• How to Project Vocal Confidence
• Leadership Fundamentals
• Giving Your Elevator Pitch

I am keen to volunteer for extra curricular activities to help promote The Star brand in a positive way for the community and also promote the company's brand reputation as a diverse and inclusive organisation.

• THE STAR MARDI GRAS FLOAT TEAM PRODUCTION ASSISTANT (2016, 2017, 2018, 2019 & 2020).
• HALLOWEEN COSTUME FANCY DRESS NIGHT.
• WEAR IT PURPLE DAY.
• WORLD AIDS DAY.
• THE STAR SPECTRUM COMMITTEE.
• WORK HEALTH AND SAFETY TEAM 2019, 2020.
• PROUD AT THE STAR IDAHOBIT DAY 2021.

Ms Marion Dow, Gaming Development & Training Executive

THE STAR GOLD COAST

Mobile: 0402028190; Email: marion.dow@star.com.au

Mr Stefano Usai, Assistant Gaming Manager

THE STAR SYDNEY

Mobile: 0425214059; Email: stefano.usai@star.com.au

Mr Robert Cain, Former Assistant Gaming Manager (Retired)

THE STAR SYDNEY

Mobile: 0411338870; Email: Manta705@yahoo.com.au