Dicky, Tak Lee Wong
Summary
Highly organized professional with a proven ability to enhance productivity and customer satisfaction through strong organizational skills. Demonstrates a track record of successfully implementing effective strategies for operational improvement.
Overview
12
12
years of professional experience
Work History
Assistant General Manager, Business Development
Melco Resorts & Entertainment
05.2024 - Current
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
Assistant Manager of Admission
Hong Kong Golf and Tennis Academy
01.2023 - 05.2024
- Responsible for site tour to sell the admission of HKGTA & Town Club
- Support the department head to build and implement a client strategy aligned with the academy's market plan and strategic
- Improved customer satisfaction by addressing and resolving complaints promptly
- Supervised day-to-day operations to meet performance, quality and service expectation
- Developed strong working relationships with staff, fostering a positive work environment
Business Development Executive
The Star Entertainment group
12.2017 - 12.2021
- Was responsible for business development activities in North East Asia market, and established a network of contacts, built strong relationship with existing customers as well as recruited new potential members for The Star VIP Gaming
- Worked closely with the Event and Marketing Team to organize functions for our gaming guests, and hosted more than 15 events each year
- The events included golf tournaments, cash draw events, festival dinners and VIP shopping experience
- Improved VIP members’ visitations growth by personalizing the services and products that catered individuals needs and interests and ensured their in-house experience is smooth and enjoyable
- Managed budgets and expenses to ensure return on investment was in line with budgeted expectation
- Met individual and group turnover and revenue targets
- Regular business travels to North Asia Region to connect with new and existing VIP customers
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
Premium Mass Player Development Associated
Galaxy Entertainment Group Macau
08.2016 - 11.2017
- Established relationships and built rapport with key VIP patrons aimed at member activation and retention to drive incremental revenue
- Provided VIP members with a complete service experience
- Re-activated and engaged with lapsed patrons and achieved members’ visitation
- Prepared reports, updates and maintained patron database information
- Hosted events for our VIP Patrons at corporate or gaming machines functions, and assisted with event registration and full run down to ensure smooth execution
- 24 hour on-call and ensured that all VIP member enquiries and disputes are handled in a timely and professional manner
Executive Host
Sand China
06.2013 - 02.2016
- Organized and coordinated all booking and special requests in counter at a fast paced environment and handled each assignment with appropriate prioritization
- Managed and supported different types of bookings not limited to hotels, restaurants, limousines, airfare and tours around Macau
- Communicated all VVIP changes, movements and bookings by notifying International executives and VIP Room management via phone, email and paging
- Prepared comp payments & settled hotel accounts
- Produced and customised arrival schedule
Education
Bachelor of Science - Logistics Engineering With Management
Hong Kong Polytechnic University
06-2014
Skills
- Employee relations
- Operations management
- Customer relationship management (CRM)
- Customer retention
- Sales forecasting
Languages
Cantonese, Mandarin, English
Native language
Timeline
Assistant General Manager, Business Development
Melco Resorts & Entertainment
05.2024 - Current
Assistant Manager of Admission
Hong Kong Golf and Tennis Academy
01.2023 - 05.2024
Business Development Executive
The Star Entertainment group
12.2017 - 12.2021
Premium Mass Player Development Associated
Galaxy Entertainment Group Macau
08.2016 - 11.2017
Executive Host
Sand China
06.2013 - 02.2016
Bachelor of Science - Logistics Engineering With Management
Hong Kong Polytechnic University
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