Michelle Mcfarlane Email & Phone Number

London, England, Gb

London, England, United Kingdom

London, United Kingdom

Key Accountabilities:• Ensure understanding of Safer Gambling (SG) policies throughout operational team• Monitor implementation of SG policies at the casino and their effectiveness in identifying and protecting at risk customers• Review quality and relevance of information recorded from interactions with customers• Monitor site teams to ensure that interactions are carried out in a time, place and manner that is appropriate with the SG policy and the customer• Ensure effective communication of SG messaging throughout the casino• Ensure safer gambling support information is accessible and readily available• Contact point for external / specialist agencies in relation to safer gambling• Monitor data from activities identified as presenting a higher risk of gambling-related harm • Monitor the delivery and development of proactive SG practices on a day-to-day basis. • Oversee delivery of SG training in the site• Ensure that the business strategy is made in accordance with safer gambling policies• Ensure that all operational plans, actions and strategies are made with a focus on social responsibility• Continue to look for ways to improve how we identify and manage customers who may be at risk from problem gambling

Southend On Sea, United Kingdom

• Initially hired to manage VIP development function while driving admissions growth and ensuring exceptional customer experiences. • Consistently achieved and surpassed all target KPIs. • Led table gaming and electronic products with focus on maximising customer retention despite challenging market conditions. • Provided leadership and managed staff members to enhance client satisfaction and generate new revenues.• Successfully completed 12-month internal management development programme; acted as General Manager throughout the year as required. • Served as regional adviser to the updated Table Games Operations Matrix adopted across all clubs.• Increased table handle by 0.5% on PY despite an 11% decrease in customer visits; delivered 3% improvement in table margins over the last six months. • Developed and delivered customer service workshop to entire team, increasing team engagement and enhancing customer satisfaction metrics. • Chaired monthly EDD meetings with GM and senior managers to ensure compliance with Gambling Commission regulations.

Grosvenor Casino Thanet

• Fulfilled role of Duty Manager with accountability for wellbeing of staff and customers. • Led decision-making processes with careful consideration of the Gambling Act (2005), licensing conditions, and codes of practice. • Provided employee coaching and collaborated with training officer to support team building efforts. • Conducted analysis of table win percentage and executed promotions as necessary to ensure ongoing KPI achievement. • Served as the club’s digital champion to launch an online festival week which strengthened team engagement and customer knowledge of the online product; the festival initiative was subsequently adopted by other clubs. • Exceeded online registrations target by 20% in FY 2014-15 and continued to surpass targets for FY 2015-16 prior to change of roles. • Completed Personal Management License (PML) and became certified as a Liquor License holder.

Grosvenor G Casino Thanet

• Led team of 15 card room dealers and provided mentoring to selected staff as part of the card room development programme. • Facilitated routine employee training to ensure full compliance with dealing standards and protocols. • Designed and implemented successful poker festival grew from four days to seven and became a bi-annual event; increased attendance within competitions and generated additional YoY income for the card room. • Oversaw mentoring of four dealers, with three receiving subsequent promotions to supervisor or higher positions.

Broadstairs

• Coordinated B2B exhibitions within the electronics sector and managed related selling of advertising space. • Engaged with marketing departments of major electronics companies. • Delivered outstanding client service to ensure all customer needs were met and surpassed. • Directed daily exhibition operations and maintained databases of exhibits and attendees to generate future marketing opportunities.

Hnc, Computing And Systems Development

Activities and Societies: - Business skills for e-commerce - Computer systems - Employability and professional development - Games design.

Hnd, Arts Management

Activities and Societies: Skills gained included project management, marketing and events planning. I learned every aspect of hosting.