STEPHEN DARK
Summary
Enterprising gaming professional offering proficient skills in pre-opening planning, project management, ongoing operations management, and business and sustainability consultancy. Adept in financial modelling and analytics, gaming licence and compliance applications, product mix and equipment procurement, and architectural design. Adaptable and diligent with a strong background in design thinking and innovation. Extensive international experience in land-based and shipboard casino operations.
Resourceful Project Manager with 30+ years of expertise in gaming operations setups, financial oversight and resource management to achieve a smooth flow of milestones to project completion. Procurement of resources including gaming equipment and professional recruitment while adhering to production schedule and budget. Managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, win/loss, revenues forecasting, budget and financial analysis and management.
Overview
22
22
years of professional experience
Work History
GAMING CONSULTANT/PROJECT MANAGER/GENERAL MANAGER
STORM INTERNATIONAL
01.2019 - 04.2020
- Provided expert pre-opening planning, including internal layout, building design, staff numbers and salaries, recruitment, and training programs for a six-star integrated resort property on the Thai/Myanmar border as part of China's Belt and Road Initiative
- Drafted gaming operations manuals: standard operating procedures, minimum internal controls, rules of the games, and training manuals
- Designed all gaming tables and gaming layouts including the integration and operation of various sdiebets
- Adhered to legal guidelines and enabled compatibility through effective analysis and troubleshooting of local government rules and regulations
- Cultivated best practices according to up-to-date industry and regulatory standards and expectations
- Oversaw and supervised onsite consultant teams and liaised between the project's proponents
- Completed a comprehensive site evaluation to develop and implement enhancement recommendations inclusive of water treatment plants, photovoltaic and solar thermal hot-water heating systems for staff and guest accommodations
- Evaluated internal management systems and prepared training initiatives for new staff
- Documented market research and prepared marketing briefs highlighting potential target markets
- Presented analysis to ascertain client needs and expectations with a focus on convenience, comfort, and safety
- Liaised with engineering teams, architects, and designers to assist in product development and project design
- Delivered tailored advisory services to optimise performance, hiring practices, pay schedules, and management systems
- Listened to clients' needs and assisted with identifying and procuring the right products and services
- Analysed costs and expenditures to measure against original budget, implemented adjustments to reinforce fiscal alignment
- Optimised project development and reopening roll-out through in-depth technical advice and analysis of risk-reward scenarios
- Maintained open lines of communication between stakeholders, fostering a collaborative environment that facilitated swift decision-making processes
- Coordinated training initiatives for new team members pending opening, promoting professional growth and bolstering skill sets
- Oversaw project schedules and evaluated progress toward important milestones
- Drafted and delivered weekly progress reports
- Optimised project performance by regularly monitoring progress against established benchmarks and adjusting strategies as needed
- Lead efforts to introduce new gaming technology, enhancing the overall entertainment value for guests
- Enhanced guest experience by implementing innovative casino floor layouts, sidebets, and game selection
- Project put on hold due to Covid outbreak and subsequent internal conflict within Myanmar
UNIVERSITY LECTURER, WRITER, RESEARCHER, AUTHOR
Bond University
01.2013 - 01.2019
- Completed PhD
- Conducted ongoing assessment of student progress, adjusting teaching strategies as needed to maximize learning potential
- Collaborated with faculty members to develop innovative course materials, resulting in increased student engagement and satisfaction
- Actively participated in departmental meetings, collaborating with colleagues to identify and address areas for improvement in the curriculum and student support services
- Implemented active learning strategies such as group projects and case studies, promoting critical thinking skills among students
- Established a positive classroom environment that fostered open communication and intellectual curiosity among students
- Organized guest speaker events featuring industry experts, exposing students to diverse perspectives within their field of study
- Mentored students on research projects, leading to successful presentations at conferences and publications in academic journals
- Developed comprehensive curriculum for new courses, ensuring alignment with department goals and learning outcomes
- Designed assessments that accurately measured student understanding of key concepts while minimizing opportunities for cheating or plagiarism
- Participated in accreditation reviews by providing documentation demonstrating effective teaching practices and positive student outcomes
- Advised students on academic planning and career development opportunities within their chosen discipline
- Contributed to the evaluation and revision of existing courses, ensuring content remained current and relevant to industry trends
- Maintained regular communication with students through email newsletters and online discussion forums, keeping them informed about course requirements and upcoming deadlines
- Participated in conferences and professional development opportunities to stay up-to-date with latest trends in field
- Arranged syllabus, developed schedule, and determined reading list for varied courses simultaneously, giving students appropriate time to complete assignments and absorb information
- Created and designed quizzes, tests and projects to assess student knowledge
- Mentored and advised students to explore career pathways based and amplify knowledge, skills and strengths
- Used PowerPoint and Google Classroom technology to give presentations to student classrooms
- Conducted individual research projects to actively contribute to institution's research work
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback
- Met with students to dispense study and career advice and provide guidance and potential opportunities within chosen field
- Lectured at Bond University on the Gold Coast in sustainable development and sustainability economics
- Wrote and published the book Contemplating Climate Change: Mental Models and Human Reasoning (Routledge 2019)
- Subject areas included: public policy and governance, cognitive science and psychology, education, climate change policy and science, and political science
CONSULTANT / MANAGER SPECIAL PROJECTS
CITY OF DREAMS: MELCO ENTERTAINMENT
03.2011 - 03.2012
- Responsible for increasing market share in a very competitive Macau gaming market, including financial modelling and statistical analysis, instituting sustainable best practices, redesigning the casino floor layout, redrafting operations manuals and company policy, and renegotiating vendor and supply chain contracts
- Streamlined internal processes for improved efficiency and increased team productivity
- Delivered high-quality solutions with strong attention to detail and adherence to project timelines
- Led change management initiatives to facilitate organisational improvements and increased employee engagement
- Applied analytical skills to identify trends and make data-driven recommendations to optimise revenues
- Conducted comprehensive market research, identifying new opportunities for business growth and development
- Enhanced player satisfaction by conducting thorough needs assessments and developing tailored strategies
- Fostered a culture of innovation within the team by encouraging creative problem-solving techniques
- Optimised operational workflows through continuous process improvement efforts
- Negotiated favourable contracts on behalf of owners, resulting in cost savings and enhanced value propositions
- Designed performance metrics to track progress towards strategic goals, ensuring ongoing success in a competitive market
- Implemented innovative gaming layout designs to drive revenue growth and market expansion
- Presented findings in clear, concise reports that allowed stakeholders to make informed decisions about future strategy implementation
- Contributed to a gross gaming revenue increase of 80% in less than 12 months
DIRECTOR OF CASINO OPERATIONS
MGM RESORTS INTERNATIONAL
06.2007 - 02.2011
- Responsible for the pre-opening planning, technical specifications, casino floor layout and design, product mix, operational guidelines, and ongoing management of the operation
- Drafted inaugural Rules of the Games, Standard Operating Procedures (SOPs), Training Manuals, and Minimum Internal Controls (MICs) for government submission (DICJ)
- Presented monthly P&L Statements to the company CEO
- Formulated labour utilisation and time and motion studies to enhance productivity, as well as financial forecasts, strategic business plans, and marketing plans
- Analysed financial data and KPIs to inform decision-making processes, driving operational improvements
- Directed gaming floor upgrades and renovations, ensuring minimal disruption to guests and ongoing operations during reconfiguration periods
- Developed employee training programs to improve performance, customer service skills, and industry knowledge
- Introduce new gaming technology, enhancing the overall entertainment value for guests
- Enhanced guest experience by implementing innovative casino floor layouts and game selections
- Continuously monitored industry trends and competitor activity to inform strategic planning processes, ensuring the casino remained at the forefront of market developments
- Ensured regulatory compliance through diligent adherence to gaming laws, internal controls, and reporting requirements
- Implemented effective loss prevention measures to mitigate risks associated with theft or fraud on the casino floor
- Evaluated vendor contracts and negotiated favourable terms to reduce costs while maintaining quality standards
- Addressed customer behaviour and complaints head-on to maintain a smooth and professional operation
- Stayed current on casino games offered, as well as novel techniques used by card counters, cheats, and fraudsters
- Identified and removed players suspected of cheating in cards or other games
- Monitored gaming tables and electronic gaming machines first-hand by observing the floor to ensure correct procedures and eliminate deficiencies
- Streamlined operations for increased efficiency by optimising staff scheduling and resource allocation
- Boosted revenue with targeted marketing campaigns and promotions tailored to customer preferences
- Presented budgets and win/loss reports, consistently meeting or exceeding profit targets while controlling expenses
- Departed with the gaming division 30% in front of budget forecasts
DIRECTOR OF CASINO OPERATIONS
STAR VEGAS
05.1998 - 02.2002
- Responsible for the pre-opening planning, initial setup of gaming operations, and the ongoing management of the property, including all technical specifications, security and surveillance, casino floor layout and design, product mix and procurement, operational guidelines, standard operating procedures (SOPs), and staff recruitment and training.
- Analysed financial data and KPIs to inform decision-making processes, driving operational improvements
- Directed facility upgrades and renovations, ensuring minimal disruption to guests and ongoing gaming operations during construction periods
- Developed employee training programs to improve performance, customer service skills, and industry knowledge
- Continuously monitored industry trends and competitor activity to inform strategic planning processes, ensuring the casino remained at the forefront of market developments.
- Ensured regulatory compliance through diligent adherence to gaming laws, internal controls, and reporting requirements.
- Evaluated vendor contracts and negotiated favourable terms to reduce costs while maintaining quality standards.
- Leveraged extensive industry connections to recruit top talent for critical leadership roles within the casino operation.
- Optimized player tracking systems to gather valuable customer data for use in targeted marketing initiatives and personalized promotional offers.
- Spearheaded efforts to introduce new gaming technology, enhancing the overall entertainment value for guests
- Created a culture of excellence within the organisation by setting high-performance KPIs and customer service expectations for both employees and guests
- Enhanced guest experience by implementing innovative casino floor layouts and game selections
- Facilitated effective communication between departments by implementing regular meetings, clear reporting lines, and efficient information sharing tools
- Continuously monitored industry trends and competitor activity to inform strategic planning processes, ensuring the casino remained at the forefront of market developments
- Ensured regulatory compliance through diligent adherence to gaming laws, internal controls, and reporting requirements
- Evaluated vendor contracts and negotiated favourable terms to reduce costs while maintaining quality standards
- Optimized player tracking systems to gather valuable customer data for use in targeted marketing initiatives and personalized promotional offers
- Managed a diverse team of nationalities, fostering a positive work environment focused on achieving company goals and objectives
- Streamlined operations for increased efficiency by optimizing staff scheduling and resource allocation
- Boosted revenue with targeted marketing campaigns and promotions tailored to customer preferences
- Oversaw budget development and financial management, consistently meeting or exceeding profit targets while controlling expenses
- Established strong relationships with key stakeholders in the community, bolstering the casino''s reputation as an industry leader and local employer of choice
- Coordinated staff schedules, rotations and breaks
- Maintained customer loyalty to casino with expert and immediate handling of complaints inclusive of targeted loyalty programs
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay
- Monitored gaming operations continuously to check on dealers and players
- Kept games fair by proactively identifying and removing suspected cheats
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting
- Interpreted and enforced rules for gameplay and betting limits
Education
PHD - Climate Science
BOND UNIVERSITY
GOLD COAST CITY, QLD05.2017
MASTER OF URBAN PLANNING (MUP) - Architectural Design & Town Planning
BOND UNIVERSITY
GOLD COAST CITY, QLD05.2013
MASTER OF BUSINESS LAW (MBL) - Business Law
BOND UNIVERSITY
GOLD COAST CITY, QLD05.2004
MASTER OF BUSINESS ADMINISTRATION (MBA) - Business Administration
BOND UNIVERSITY
GOLD COAST CITY, QLD05.2003
Skills
- Casino pre-opening planing expertise
- Project planning and development
- Project Scheduling
- Project tracking
- Commercial construction experience
- Building design
- Gaming floor design
- Surveillance design and camera configuration
- Gaming table and layout design inclusive of sidebetting options
- Operations Manuals: Policy and manual drafting: Standard Operating Procedures (SOPs), Minimum Internal Controls (MICs), Rules of the Games, Training Manuals
- Casino management
- Casino management systems
- Recruitment
- Training
- Building standards and certification
- Data analysis, data ingestion, and financial modelling
- Customer Relations
- Coaching and Mentoring
- Work flow planning
- Strategic Planning
- Productivity enhancement
- Budgeting and forecasting
- Compliance Monitoring
- Risk Management
- Client rapport
- Data review
- Budget Control
- Budget Preparation
- Mac and PC proficiency inclusive of MS Office, AutoCAD, and Photoshop
- Creative advertising and marketing
- Management systems analysis, evaluation, and reporting
- Legal standards and contract management
- Equipment procurement and technical specifications
- Client and vendor relationship management and player development
Innovation
I have a passion for design thinking: design, ideate, test, implement, and monitor. I am constantly looking for ways to innovate, whether it involves introducing new software to improve data collection and drive efficiencies or redesigning a service or product to enhance customer utility and value., What is often neglected are the anthropometrics (the measurements of the humans that will live and work in the building) and ergonomics (design factors that maximise productivity and efficiency by minimising discomfort and fatigue). Note that productivity increases are often a result of anthropometric and ergonomic enhancements.
Profit Loss Management
I aim to ensure that a strict separation of duties and robust accounting and crosschecks are in place: two signatures are mandatory for all major transactions. All incoming revenues and products, outgoing payments, and dividends' distribution are controlled by separate divisions administered by independent personnel. Similarly, internal audit is distinct from the Financial Controller, Internal FOH Operations, Surveillance and Security, Inventory Control, and Monetary Control., I have successfully identified new revenue streams, exceeded budget forecasts, and increased gross/net revenues through innovation, redesign, and cost savings. I am always looking for new ways to enhance productivity and boost revenues, whether via current products or introducing new ones, redesigning systems and internal layouts, accessing untapped markets, or investigating other revenue streams such as expanding product offerings and developing unique products in-house., I am very interested in the efficient utilisation of energy and labour, and the option to automate where practical. I opt for a flatter management structure and avoid top-down/top-heavy organisational structures. I pay close attention to staff scheduling and aim to increase flexibility and save costs through better staff management and energy utilisation strategies that better use economies of scale. I also look to save energy costs by using efficient lighting, installing the appropriate thermal insulation, recycling greywater for garden use, installing solar energy technology and solar battery backups, and monitoring and stabilising energy usage through smart power boards. Other cost-saving plans I have implemented include regular maintenance schedules, ongoing staff training focusing on the correct use of equipment, the elimination of 'time and energy-wasting' processes and procedures, strict monitoring of food and water wastage, and installing energy-saving devices in hotel rooms, staff accommodation, and BOH areas. I also aim to reduce single-use items such as unnecessary packaging and takeaway single-use cups and straws. I have also worked extensively on employee and patron comfort and retention through enhanced ergonomics.
Analytics
I work closely with marketing and data analytics to identify opportunities to enhance productivity and revenues. I set KPIs for management, who are responsible for setting their own KPIs for themselves and their staff. A primary goal is to institute an accountability, tracking, and reporting system to achieve goals within a designated period, whether mandatory or voluntary. I meet weekly/monthly to review goals and achievements and reassess any underperformance., I prefer quality CRM software to identify opportunities to increase ROI and take advantage of new products and innovations. I am also adept at statistical modelling (IBM's SPSS and MS Excel) to monitor operations and increase turnover and thus productivity through process engineering and eliminating redundancies. I pay particular attention to data ingestion as the foremost means to extract, transform, and load (ETL) timely and usable data for distribution to target systems in a structured and efficient way., I monitor the operations of competitors to identify their strengths and weaknesses but never adopt this as a strict guide. My preference is to be a leader in customer service and product innovation, not a follower of others. I aim to institute a long-term strategic roadmap of objectives and expectations going forward.
Business Development
I ensure that all CRM programs are cost-effective and measurable. I aim for three to five high-quality open channels of communication as opposed to numerous complex programs that are vulnerable to scamming and often a challenge to understand and monitor. I am always wary of communication glitches and work to establish excellent customer communications and expedient problem resolution. I take a personal interest in people, whether as a client or customer, to ensure I understand their short and long-term expectations., One of my priorities is to build and maintain relationships via a quality CRM. I ensure clients and customers are kept informed of new products, programs, and policy changes. In this way, I guarantee the efficient monitoring and administration of multiple programs and prioritising timelines and KPIs. I place great importance on efficiently responding to internal and external client requests, rectifying anomalies and breakdowns in the system, and settling disputes. I would consider myself as someone who seeks out problems to solve., My goal is always to achieve world-class customer service-both internal and external-that far exceeds competitors in all areas of client satisfaction and personalised attention., I work closely with internal and external marketing teams. I focus on innovating marketing systems and creating synergies across customer markets and loyalty programs using the latest digital technology and social media platforms. For example, when engaged in organisational restructuring, I recommend companies create a dedicated social media marketing team as research confirms that this type of marketing is significantly more effective than any other current format.
Capacity Team Building
Especially important to me is people management and training. I have developed and introduced responsible training programs for management and staff, personal development and employee growth and career training initiatives. I regularly engage with departments to ensure that no knowledge gaps and misunderstandings of company policy/compliance exist, employee obligations to the company are clear, and the day-to-day duties and performance KPIs have been communicated., I believe that monitoring the health and wellbeing of employees and team members is crucial to maintaining good customer service and productivity. As an example of this, during the COVID-10 pandemic, recent research has shown that companies that provide masks, hand sanitiser, and implement social distancing, have had measurable productivity improvements., I take pride in working with HR to build a solid and knowledgeable team/workforce that can provide the ongoing expertise and know-how to drive an organisation forward. A quality vetting system that involves HR and team leaders is fundamental to success. My preference is for tailored training programs and workshops, a 'clearly defined organisational plan and strategic labour utilisation plan', are requisite to maintaining growth and powering performance., As well as involving myself directly in mentoring team members, I have a great interest in developing organisation-wide Sponsors: self-selected leaders that act as mentors or coaches. Any employee can volunteer for the role of a Sponsor; although, for the most part, they are chosen by a consensus of team members. Sponsors offer feedback on performance, guidance in personal development, participation in the compensation process, and identifying new ways of contributing through innovation. Each Sponsor supports employees with things like problem-solving, network building, and sharing best practices. Each Sponsor is dedicated to a specific area and focuses on facilitating solutions rather than providing them. Sponsors also support and promote collaboration between different teams. For instance, they meet and confer with members of other groups to improve efficiencies between teams and eliminate the development of silos and deficiencies in communication and company alignment., I firmly believe that the most critical component of an organisation's success or failure is organisational culture. I endeavour to 'actively manage' this by leading by example. I consider myself a consultative leader, open to new ideas, someone who encourages diversity, innovation, and autonomy, and fosters teambuilding. Suffice to say that all leaders in all company sectors are critical in safeguarding and championing desired behaviours, energising and motivating team members, and reinforcing cultural alignment. However, it is the special responsibility of the 'Top Management Team' to set the tone for every member of the organisation. This constant and consistent signalling of a commitment to articulated principles sets the example for others to follow. If team members see a disconnect between the culture an organisation espouses and its formal leadership, they will quickly disengage from the advertised culture and mimic their manager's behaviour. The Top Management Team must demonstrate the change they want to see. Thus, the appointment of the right kind of leaders is critical to implementing the process of cultural change.
Consultancy Project Management
I have consulted on, and project managed both small and large projects (US$10m-US$1b) and supervised teams of 20+ direct reports. A good part of my experience has been coordinating contractors, including architects and engineers, technicians, internal and external designers, equipment suppliers, and marketing agencies., I strategically assess all projects to optimise energy use while ensuring employee and customer comfort. I am interested in green building design and have remodelled existing systems to improve operational productivity, energy efficiency, and energy costs., I have drafted organisation-wide Minimum Internal Controls (MICs), and Standard Operating Procedures (SOPs) for internal company use and government compliance; as well as consulted with government authorities on country-specific legal compliance inclusive of ISO approved corporate environmental, social, and governance (ESG) reporting frameworks and standards, and in accord with the GHG Protocol Corporate Standard. I generally hold compliance meetings and training programs for management and staff (weekly/monthly) to quickly rectify any non-compliance., I have developed strategic plans to analyse data and monitor the performance of both slots and table games to drive growth and revenues. I aim to always offer the latest and most popular games, provide best-in-class customer service, competitive jackpots, innovate and automate where possible, and take a personal interest in player comfort., I aim to establish excellent relationships with vendors in every country I work in to ensure first use of new products and prompt maintenance/usage assistance when required. I have also regularly negotiated and drafted maintenance and supply chain contracts with vendors to protect company IP, ensuring all legal documentation is in place., I have used and consulted on a diverse range of management systems and adjusted them where possible to suit the scale and requirements of the particular operation. To avoid replication and redundancies, I establish good interconnectivity with all primary systems, especially across silos representing different revenue streams but have apparent synergies. I focus on eliminating unnecessary modules/processes that slow systems down and make them overly cumbersome and complex to operate.
Timeline
GAMING CONSULTANT/PROJECT MANAGER/GENERAL MANAGER
STORM INTERNATIONAL
01.2019 - 04.2020
UNIVERSITY LECTURER, WRITER, RESEARCHER, AUTHOR
Bond University
01.2013 - 01.2019
CONSULTANT / MANAGER SPECIAL PROJECTS
CITY OF DREAMS: MELCO ENTERTAINMENT
03.2011 - 03.2012
DIRECTOR OF CASINO OPERATIONS
MGM RESORTS INTERNATIONAL
06.2007 - 02.2011
DIRECTOR OF CASINO OPERATIONS
STAR VEGAS
05.1998 - 02.2002
PHD - Climate Science
BOND UNIVERSITY
MASTER OF URBAN PLANNING (MUP) - Architectural Design & Town Planning
BOND UNIVERSITY
MASTER OF BUSINESS LAW (MBL) - Business Law
BOND UNIVERSITY
MASTER OF BUSINESS ADMINISTRATION (MBA) - Business Administration
BOND UNIVERSITY
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