Sam Hyungho Choi
Clyde,VIC
Summary
Strategic Operations Leader and Customer Service Specialist with over 12 years of experience in VVIP engagement and management. Skilled in managing diverse teams, developing training guidelines, and ensuring precision in high-stakes environments. Expertise includes VVIP service delivery and bilingual negotiation (English/Korean), fostering organizational success through effective facilitation and leadership.
Overview
11
11
years of professional experience
5
5
Certifications
Work History
Table Games Area Manager
CROWN MELBOURNE
10.2014 - Current
- Led diverse, high-performance team focused on customer-centric service delivery and continuous professional development.
- Oversaw daily large-scale operations, managed staff scheduling to enhance labour efficiency and maintain 5-star customer service standards.
- Resolved high-stakes disputes with diplomacy and speed, transforming challenging guest interactions into positive service outcomes.
Training Facilitator & Subject Matter Expert (SME)
CROWN MELBOURNE
11.2023 - Current
- Curriculum Development: Authored a comprehensive training manual officially published by Crown College. Translated complex technical and legislative data into a persuasive learning resource.
- Professional Facilitation: Delivered technical presentations and facilitated training sessions for 100+ employees, leveraging public speaking skills to enhance service excellence and technical proficiency.
Integrity Officer (Secondment)
CROWN MELBOURNE
05.2023 - 11.2023
- Conducted rigorous audits ensuring 100% adherence to state government legislation, safeguarding brand reputation for fair and ethical service.
- Translated complex audit data into actionable performance reports for senior stakeholders and government entities, facilitating informed decision-making.
- Managed daily operations to ensure a seamless customer experience.
- Coordinated staff schedules to optimize service efficiency and coverage.
- Oversaw compliance with safety and regulatory standards in all areas.
Poker Tournament Director
CROWN MELBOURNE
11.2023 - Current
- Project & Event Management: Orchestrated high-attendance international events; managed logistics, labour mobilization, and delivered premium tournament experiences to a diverse global player base.
- Organized poker tournaments, ensuring compliance with gaming regulations.
- Coordinated tournament schedules, optimizing player participation and engagement.
- Managed dealer staff, overseeing training and performance evaluations.
- Strategic Implementation: Introduced new tournament formats and established technical practices to ensure consistent staff and participant experiences.
VVIP Table Games Dealer
CROWN MELBOURNE
10.2014 - 05.2022
- Provided elite customer service in prestigious Mahogany Room and VVIP Salons, facilitating high-stakes interactions for international guests and high-net-worth individuals.
- Discretion & Professionalism: Maintained the highest levels of confidentiality while managing high volume transactions in a professional and service-oriented focus.
- Consistently met performance benchmarks, resulting in rapid promotion to leadership team due to excellence in service delivery.
Skills
- Customer Service Excellence
- Negotiation & Conflict resolution
- Technical Product Knowledge
- Consultative Service Approach
- Resource & Labor Management
- Team leadership
- Problem solving
- Time management
- Employee mentoring
- Training solutions development
- Training facilitation
Core Skills
Expert in creating an exceptional environment with high-net-worth international guests by delivering a seamless, premium, and personalized service experience., Skilled in mediating high-pressure disputes and navigating complex objections to achieve optimal service and business outcomes., Proven ability to master complex regulatory and technical specifications; translated this expertise into training for 100+ employees., Identifying guest needs and providing tailored solutions to enhance the overall guest experience., Adept at forecasting labour requirements and managing high-value equipment logistics to ensure zero operational downtime and increase proficiency.
Accomplishments
- Successfully advanced through different areas of the organization, demonstrating exceptional loyalty and professional versatility.
- Recognized as a Subject Matter Expert by creating a licensed training resource used across the business.
- Optimized labor and optimized logistics for high-volume shifts, managing complex rosters to ensure maximum floor efficiency.
- Maintained 100% service integrity and client retention in the Mahogany Room and VVIP Salons, managing high-value transactions with total discretion.
- Directed the end-to-end setup and staff mobilization for major international events, ensuring seamless execution of technical and service goals.
Certification
Certificate III in Tourism.
Timeline
Training Facilitator & Subject Matter Expert (SME)
CROWN MELBOURNE
11.2023 - Current
Poker Tournament Director
CROWN MELBOURNE
11.2023 - Current
Integrity Officer (Secondment)
CROWN MELBOURNE
05.2023 - 11.2023
Table Games Area Manager
CROWN MELBOURNE
10.2014 - Current
VVIP Table Games Dealer
CROWN MELBOURNE
10.2014 - 05.2022