Mary Whelan
Auckland
Summary
Dynamic and passionate gaming executive with a proven leadership track record at Sky City Entertainment Group and Crown Casino, driving revenue growth and enhancing customer experience.
Experienced in casino pre-opening operations and leadership training.
Expert in P&L management and compliance, fostering team engagement and innovation. Successfully implemented strategic initiatives that elevated market share and customer satisfaction, while ensuring operational excellence and regulatory adherence.
Overview
24
24
years of professional experience
Work History
Executive Manager - VIP Table Games
Sky City Entertainment Group
01.2008 - 12.2024
- Managed the implementation of VIP loyalty and incentive programmes for local and international customers.
- Engendered a culture of compliance in VIP teams, ensuring full compliance with Anti Money Laundering and Host Responsibility regulations.
- Worked closely with Compliance and Risk teams to craft policy and procedural guidelines for front line teams.
- Created and managed the implementation of VIP Table Games business plans.
- Responsible for budget planning and target achievement of multiple P&Ls.
- Built relationships with key VIP customers.
- Ensured a full calender of VIP events and marketing activities.
General Manager - Sky City Queenstown
Sky City Entertainment Group
04.2006 - 12.2008
- Reporting to the Sky City Queenstown board, monitored financial performance, set budgets and controlled expenses to provide financial stability and EBITDA growth.
- Oversaw all aspects of the gaming, marketing, food and beverage, surveillance and security departments.
- Implemented innovative marketing strategies, increasing market share and visibility.
- Fostered strong relationships with the local community and businesses through membership of local business groups and sponsorship of charity groups and events.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Business Manager - Australia
Sky City Entertainment Group
05.2005 - 05.2006
- Set up a VIP sales office in Melbourne to attract VIP gaming customers to Sky City Adelaide, Sky City Auckland and Sky City Queenstown.
- Recruited and trained the sales team.
- Devised events, activities and incentives for potential VIP gaming customers.
- Attained significant growth in customer numbers and revenue from the Melbourne region.
- Built strong relationships with key VIP customers.
VIP Manager - Sky City Adelaide
Sky City Entertainment Group
01.2004 - 10.2004
- Contracted to review VIP Operations, including incentive programmes, international business customer experience, events and budget management.
- Streamlined operational procedures to optimise efficiency in managing VIP bookings and reservations.
- Devised exclusive events for VIP customers, ensuring appropriate ROIs achieved.
- Oversaw budgeting processes, ensuring that all expenses were correctly allocated without sacrificing quality or service standards.
- Facilitated improved communication between VIP and other departments, ensuring all needs were addressed promptly and efficiently.
- Fostered an environment of professionalism and accountability within the team through role modelling and focus on customer service excellence.
Vice President Mahogany Room Operations
Crown Casino Melbourne
01.2001 - 07.2003
- Responsible for all aspects of VIP customer service and operations in Crown's premium gaming rooms, including food and beverage, host and gaming teams.
- Ensured Host Responsibility compliance and focus.
- Oversaw the implementation of VIP incentive programmes for local and international VIP customers.
- Demonstrated proficient leadership skills, building motivated teams and a customer service culture renowned in Australian casinos.
- Collaborated with colleagues and senior executives to develop strategic initiatives and long term goals.
- Built strong relationships with key VIP customers.
Education
Diploma - Organisational Dynamics
RMIT
Melbourne08-2003
Bachelor of Science - Psychology
University of Edinburgh
Scotland01-1978
Skills
- Revenue growth
- Innovation Management
- Casino Compliance Requirements
- Team Leadership and Engagement
- International VIP Gaming Business
- Customer Service and Relationship building
- P&L management
- Process improvements
- Problem-solving
Timeline
Executive Manager - VIP Table Games
Sky City Entertainment Group
01.2008 - 12.2024
General Manager - Sky City Queenstown
Sky City Entertainment Group
04.2006 - 12.2008
Business Manager - Australia
Sky City Entertainment Group
05.2005 - 05.2006
VIP Manager - Sky City Adelaide
Sky City Entertainment Group
01.2004 - 10.2004
Vice President Mahogany Room Operations
Crown Casino Melbourne
01.2001 - 07.2003
Diploma - Organisational Dynamics
RMIT
Bachelor of Science - Psychology
University of Edinburgh
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