Tony Mcphee Email and Phone Number

With the gravitas to lead commercial, operational and customer operations, I seamlessly blend together the core business to drive profitability within all business revenue streams. Delivering to brand standards, I am hands-on in guiding, coaching and performance managing teams to deliver exceptional customer experiences. - Operations Management• Identifying and strategizing to grow revenue across the business to exceed KPIs. • Commercialising all aspects of the operation to strengthen P&L margins. • Driving F&B growth across the bar, a-la-carte restaurant and table service offering. • Streamlining core processes to reduce costs and time without service compromise.- People Management• People manager to the casino operation implementing a clear succession plan. • Coaching potential leadership candidates to strengthen the organisational model.• Performance managing Senior Managers to achieve departmental targets. • Implementing employee training on core compliance issues for successful audits. - Customer Experience• Increasing the focus on customer experience leading on and off-site events. • Building a strong customer model that focuses operations on repeat business. • Establishing a strong brand reputation for first-class customer service. • Motivating teams to deliver quality services and hospitality experience.- Business Management• Developing and leading the strategic business plans to achieve EBITDA budgets. • Driving complete compliance in all areas to achieve successful audit outcomes. • Liaising with regulatory stakeholders to ensure business meet legal requirements.• Presenting CAPEX expenditure proposals to the Executive Board for approval. • Project manager for all change and process improvement initiatives.

Delivering business and commercial leadership within the busy, high-profile location casino, my focus was on building strong employee relations within teams to maximise each colleagues potential. Converting potential to business performance, I build a strong commercialised operational model that sustained excellent customer experience and satisfaction metrics. • Supported the General Manager in the delivery of the strategic business plan. • Accountable for driving financial performance within the Food & Beverage services.• Performance managing F&B teams to maximise customer and brand experience. • Centralised front-of-house services to improve customer satisfaction in all areas. • Served as a visible presence within customer areas to ensure brand standards are met and the provisioning of training addresses service weakness. • Exemplified a strong customer approach building brand loyalty and engagement.

Driving performance as Duty Manager and Senior Operations Manager, I was hands-on in the management of all customer needs addressing high-level complaints and enquiries. Developing a strong front-of-house branded experience, I partnered across departments to develop the strategies to achieve KPIs in revenue, satisfaction and efficiency. • Nurtured a customer-focused culture performance managing front-of-house teams• Translated the corporate customer strategy to improve satisfaction at local levels. • Accountable for departmental budgets, P&L and cost management. • Served as Duty Manager to all property, maintenance and customer requirements. • Specialised in the management of food and beverage service outlets. • Managed the casino floor during peak periods to ensure full operational support.

• Coached teams to deliver to exceptional customer service standards. • Developed a performance approach that leveraged training to address weakness. • People manager to all front-of-house customer teams setting KPIs. • Forecasted and reported on customer transactions to track profitability. • Partnered with departments to lead business change initiatives.

• People manager to the casino teams nurturing a high customer-focused culture. • Trained teams to achieve complete regulatory compliance and enforcing rules. • Planned events, promotions and launched new gaming experiences. • Handled all escalated customer matters through to full resolution. • Accountable for driving sales performance across all revenue streams. • Partnered across the unit to support food, beverage and entertainment services.

• People manager to the floor team within the casino. • Inspected operations to ensure complete compliance in all areas. • Handled workflow tracking and monitoring customer demand levels. • Coached teams to deliver strong customer experience and build repeat business.

• Delivered gaming experiences building a strong rapport with customers. • Thrived in fast-paced customer environments achieving strong satisfaction. • Served as an inspector ensuring regulatory and house rules are adhered to.