Venue Manager - Merkur Slots-London - London
(2025-02)
- Managed all day-to-day venue operations, ensuring compliance with company policies, licensing regulations, and LCCP requirements.
- Led, coached, trained, and developed staff through inductions, performance reviews, and ongoing training to maintain high operational and customer service standards.
- Managed Profit & Loss (P&L), budgets, cost controls, and KPIs to maximise profitability and achieve business targets.
- Oversaw cash management, banking, collections, reconciliations, and asset control while minimising financial risk.
- Delivered exceptional customer service by resolving complaints, building customer relationships, and promoting customer retention.
- Championed Safer Gambling and Social Responsibility, identifying vulnerable customers and ensuring compliance with regulatory requirements.
- Planned and delivered marketing campaigns, promotions, and in-venue events to increase customer engagement and revenue.
- Managed recruitment, rotas, staffing levels, absence management, and employee performance in line with company policies.
- Ensured full compliance with Health & Safety, security procedures, age verification, safeguarding, and venue licensing regulations.
- Maintained accurate operational, financial, and employee records, completing all reporting and administration to company standards.
- Monitored venue performance, machine availability, and preventative maintenance schedules to maximise revenue and minimise downtime.
- Conducted audits, security checks, and compliance inspections, implementing corrective actions where required.
- Liaised regularly with Area/Cluster Managers, providing performance updates and implementing business improvement plans.
- Maintained high standards of venue presentation, cleanliness, and operational excellence to enhance the customer experience.
Supervisor - Merkur Slots-London - London
(2023-11 - 2025-02)
- Delivered excellent customer service by resolving customer enquiries and complaints promptly and professionally.
- Maintained accurate operational records, completed daily and weekly administration, and prepared venue reports.
- Ensured compliance with Health & Safety, security procedures, CCTV monitoring, and company policies to provide a safe environment for customers and staff.
- Supported the implementation of marketing campaigns and promotional activities to increase customer engagement and venue revenue.
- Monitored machine performance, reported technical faults, and coordinated with engineers to minimise downtime and maximise revenue.
- Maintained high standards of venue presentation, cleanliness, housekeeping, and security.
- Worked closely with the Venue Manager communicating venue performance and supporting business objectives.
- Supported the Venue Manager in achieving KPIs, revenue targets, and maintaining company operating standards.
- Led shifts, overseeing venue opening and closing procedures, cash handling, banking, and accurate cash collections.
- Trained, coached, and inducted new employees, ensuring compliance with company policies, product knowledge, and customer service standards.
Supervisor - Admiral Slots-North London - North London
(2022-02 - 2023-11)
Provided front-line customer service in a gaming venue, ensuring a welcoming and safe environment. Assisted with cash handling, machine operations, and compliance checks while promoting responsible gambling. Supported daily venue operations and delivered high service standards in line with company policies
F&B Supervisor - Grange Hotels-London - London
(2021-08 - 2022-01)
Supervised daily food and beverage operations within a busy hotel environment, ensuring high service standards across restaurant, bar, and events. Supported staff training, rota management, and performance while maintaining compliance with health, safety, and hygiene regulations. Delivered excellent guest service, handled customer queries professionally, and assisted management in driving revenue and operational efficiency
F&B Assistant - Grange Hotels-London - London
(2019-05 - 2021-07)
Delivered high-quality customer service across restaurant, bar, and event areas, ensuring guests received a professional and welcoming experience. Assisted with food and drink service, order taking, and venue preparation while maintaining strict health, safety, and hygiene standards
