Experience

Grosvenor Casino

• United Kingdom
• Gambling Facilities and Casinos
• 100 - 200 Employee

• General Manager (TIC)

  • Dec 2022 - Present

  I was given the opportunity to take on the role of GM temporary in charge whilst the arrival of new GM was confirmed. On taking the position I became responsible for all aspects of the clubs performance against company KPIs and P&L targets, along with succession planning, developing internal and external talent to meet the needs of the business.

• Operations Manager

  • Dec 2018 - Present

  Collaborated with contractor, site manager, designer and other key stakeholders to ensure delivery of a £457,000 refurbishment of the casino on time and with minimum disruption to the customer’s experienceCreated, refined and delivered a relaunch marketing plan for the casino, working with the central marketing team and PR agency for increased exposure of the casino.Orchestrated the most successful 25/25 provincial poker festival ever generating ¬£15K of card room income and ¬£9K of F&B incomeImplementing the company’s Covid-19 policies and risk assessments, training and developing all team members to understand the company and its legal requirements for re-openingActing in place of GM when requiredInterviewing, employing and promoting one internal and one external Casino Manager candidates and developing them to the highest performing staff membersExceeding food and beverage financial and GP% targets in the 2018-19 by improved ordering, waste and stock control and increasing team efficiencyDeveloping a dedicated champion from within the casino and giving them the access to the right tools, information and people to achieve the highest sign up and activation rates in my region for the company's new customer registration processDeveloping, implementing and managing operational goals and monitoring achievements of performance and profit objectivesEnsures that scheduling is done in an effective and efficient manner, while maintaining labour costs, meeting staffing objectives and achieving guest satisfactionPreparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiativesMaking recommendations of machine placement and purchase of new equipment to maximise floor layout, in accordance with established profit objectivesEnsuring compliance with all relevant regulations within the area of responsibility and reporting potential issues to GMMaintaining strict confidentiality in all departmental and company matters Show less

• Service Manager/Casino Operations Manager

  • May 2016 - Dec 2018

  Acting in place of GM when requiredImplementing the company’s full open-door policy, training and developing the reception and gaming team to understand the company and its legal requirementsOverseeing the implementation of the company’s EDD process within the club to ensure complianceReducing open customer files from 187 to less than 10 with outcomes and evidenceImplemented a process for informing duty managers of customers who needed to be contactedPlanning work schedules to ensure maximum guest service and in accordance with occupancy, while utilising labour management tools to control expensesInspecting and evaluating the physical condition of all areas of CasinoSubmitting recommendations for painting, repairs, furnishings, relocation of equipment, and reallocation of space Show less

• Casino Manager/Service Manager

  • Aug 2007 - May 2016

  Overseeing the day to day business operations, opening and closing the club and ensuring the business was secureLiaising with official bodies as requiredRegularly chairing meetings with the Team Forum and Heads of DepartmentActing as both the regional and national management representative talking directly to the company’s leadership teamEnsuring compliance with Health and Safety, Licencing and Auditing regulationsManaging controllable costs for promotions and employment to adhere to budget requirementsActing as GM when required, including a five-month period when there was no GM in placeLeading the company on customer Data Capture, to enable better communications with the customers and consistently high NPS scoresConsistently achieving team engagement scores of over 80% by utilising the clubs Team Forum and social media as lines of communicationAchieving and exceeding the company's club specific Christmas F&B income and covers target YOY, outperforming many larger casinos within the groupUtilising ‘Sector Based Work Academies’ to train young, unemployed local people to be croupiers, filling establishment level gaps at a saving of ¬£25K on recruitment costs Show less

• Pit Boss/Pit Manager

  • Dec 2005 - Aug 2007

• Gaming Supervisor

  • May 2005 - Dec 2005

• Gaming Supervisor

  • Oct 2004 - May 2005

• Inspector

  • Jan 2004 - Oct 2004



Royal Caribbean International

• United States
• Leisure, Travel & Tourism
• 700 & Above Employee

• Dealer/Supervisor

  • Jul 2002 - Dec 2003



Ladbrokes/Gala Casinos

• London, England, United Kingdom

• Dealer/Inspector

  • May 2001 - May 2002



Grosvenor Casinos Limited

• Gambling Facilities and Casinos
• 100 - 200 Employee

• Inspector

  • Jul 1999 - May 2001

• Dealer, Senior Dealer, Inspector

  • Aug 1994 - Jul 1999