Vanessa Yip
Sydney
Summary
Compliance-focused professional with over 8 years of experience in the casino gaming and premium services industry, specialising in VIP and high-profile client management. Demonstrates a strong commitment to regulatory compliance, ethical standards, and operational integrity while delivering exceptional customer service. Skilled in navigating complex compliance environments, ensuring adherence to internal policies and external regulations. Known for excellent communication, time management, and a proactive approach to problem-solving. Thrives under pressure and consistently maintains high standards of professionalism and discretion in both domestic and international settings.
Overview
17
17
years of professional experience
Work History
Surveillance Operator Analyst
The Star Sydney
- Operating electronic surveillance equipment (CCTV) to monitor casino activities.
- Responsible for observing all games, guests, and employees to protect the assets of the company.
- Conduct regular system audits, and report technical malfunctions to IT support.
- Answer phone and radio calls to record any activity among employees, patrons.
- Maintained accurate exclusion records, and supported investigations by providing surveillance footage and incident reports related to breaches.
- Enforce gaming laws, and make sure employees follow the Casino’s policies and procedures.
- Review footage and create reports for any suspicious activity on the casino premises.
- Maintained detailed logs of observations and incidents during shifts.
- Reported and documented the theft of employees and guests.
- Reviewed recorded footage for investigations and evidence collection purposes.
Premium Higher Duty Supervisor
The Star Sydney
10.2022 - Current
- Ensuring all staff and guests comply with the NSW casino government regulations.
- Conducting and running current casino promotions across the Private Gaming Areas and cross-checking any discrepancies with the Marketing Team.
- Assistance in all customer inquiries and resolve issues promptly.
- Building up relationships with various departments in promoting safer gambling.
- Follow departmental policies and procedures.
- Placing patrons on the ban list and updating Salesforce for regulatory compliance.
- Monitoring all VIP gaming areas and ensuring all areas comply with the Star policy.
- Reporting an excluded patron who enters the casino.
- Monitor all suspicious-related matters, as well as report to relevant departments.
- Identify the customer's needs, clarify information, identify any issues, and provide a solution.
- Process customer request forms, bookings, and other personal documents.
- Assist the customer with any digital product troubleshooting, including the app, website, and outages.
- Update and train new staff on the new policy and procedures, including SOP and ICM.
- Conduct Dow Jones searches on new members, as well as cross-checking SOW declaration forms, before reactivating the patron's account.
- Conduct Dow Jones searches on new members as well as cross checking SOW declaration forms before re-activating patron’s account.
Front Desk Operation Operator
The Star Grand Hotel Sydney
11.2021 - 10.2022
- Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements and provide information and assistance to all guests and visitors.
- Anticipate guests' needs, respond promptly, and acknowledge all guests.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Answer the department telephone within the specified number of rings determined by property guidelines, using the correct greeting and telephone etiquette.
- Ensured that each clerk’s shift reports and deposits were balanced.
- Resolve and respond to emails and direct them to the relevant department.
- Focused on cash-handling policies and procedures.
- Must be able to effectively communicate both verbally and in writing, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
Corporate Flight Attendant
ExecuJet Luxaviation Sydney
01.2017 - 11.2021
- Planned and prepared catered menus for passengers and flight crew.
- Conducted pre-flight safety checks and ensured compliance with safety regulations.
- Communicated flight information clearly to passengers during boarding and in-flight announcements.
- Ensured that all safety guidelines were followed during take-off and landing.
- Aid with special needs and any customer requests.
- Made sure company SOPs were followed on every flight.
- Provided on-board passenger service & food preparation to ensure quality & comfort during each flight.
- Created passenger profiles to ensure consistency.
- Made catering arrangements & secured aircraft stock.
- Pre-flight & post-flight duties; arrange cleaning for dishes, glassware, linens, Pillows/blankets; prepare expense reports.
Gaming Services Host
The Star Sydney
07.2014 - 02.2016
- Promotion and sales of the ‘Absolute Rewards’ casino membership program.
- Monitoring of the private gaming and VIP areas.
- Providing high levels of customer service to VIP patrons.
- Conducting and running current casino promotions across the Main Gaming Floor, such as Bingo and Slot Tournaments.
- Contributed to team efforts by accomplishing related tasks as needed.
- Ensuring all guests comply with the NSW casino government regulations.
- Assistance in all customer inquiries.
- Maintaining a professional attitude and being always well-groomed.
VIP Services Concierge
The Star Sydney
01.2013 - 07.2014
- Assist with guest passes and check the identification of visitors.
- Warmly greet guests, bid a tender departure, and invite them to visit again.
- Assist guests with sign-ups and upgrades on absolute rewards cards and explain the benefits of being a member of the casino.
- Familiarize yourself with current promotions and events.
- Admin duties in airfare reimbursements, casino dollars transfer (CDT), privacy statement forms, and bookings of hotels/limos for VIP guests.
- Provide a fashionable manner for guest inquiries and complaints.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Inbound Tour Operator
Wingon Tours / Annanda Travel, Sydney CBD
02.2008 - 04.2009
- Attend to clients’ pre/post-booking inquiries and recommend tailored holiday packages.
- Managing the client’s booking from the enquiry stage.
- Design and implementation of brochures and itineraries.
- Banking and mailing duties.
- Filing, scanning, and photocopying documents (ad-hoc administrative tasks).
- Organized travel itineraries for diverse client needs and preferences.
- Coordinated locations, schedules and events with tour leader and facility management teams.
- Maintained relationships with vendors in order to secure the best prices for tours and activities.
- Prepared detailed financial statements outlining income generated from tour operations.
- Researched destination-specific attractions, cultural events, restaurants, and lodging options to recommend to customers.
- Processed refunds or credits for cancelled or rescheduled tours promptly according to company policy.
- Acquired tickets and fees from individuals and larger groups prior to start of tour.
Education
Children Services Certificate III -
ECTARC
01.2011
Business Administration Certificate III - Legal Services
ULTIMO TAFE
01.2010
Business Administration Certificate II - undefined
ULTIMO TAFE
01.2009
Skills
- Personal Attributes
- Successfully assured compliance with rules, regulations, and quality standards of casino gaming operations
- Sound awareness of occupational health and safety
- Trustworthy, reliable & dedicated team player
- More than eight years of working experience in varied Compliance and customer service environments
- Capable in working long hours
- Known for handling additional duties
- Energetic, hardworking, and reliable
- PC SKILLS
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Experience with various database systems
- Salesforce
- CID
- Club Access
- Dow Jones
- Synkros
- Opera
Languages
English
Cantonese
Mandarin
Timeline
Premium Higher Duty Supervisor
The Star Sydney
10.2022 - Current
Front Desk Operation Operator
The Star Grand Hotel Sydney
11.2021 - 10.2022
Corporate Flight Attendant
ExecuJet Luxaviation Sydney
01.2017 - 11.2021
Gaming Services Host
The Star Sydney
07.2014 - 02.2016
VIP Services Concierge
The Star Sydney
01.2013 - 07.2014
Inbound Tour Operator
Wingon Tours / Annanda Travel, Sydney CBD
02.2008 - 04.2009
Surveillance Operator Analyst
The Star Sydney
Business Administration Certificate III - Legal Services
ULTIMO TAFE
Business Administration Certificate II - undefined
ULTIMO TAFE
Children Services Certificate III -
ECTARC
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