Nathan Roe

Experience

• 

  Grosvenor Casino Newcastle (Rank Group)

  Oct 2004 - Aug 2018

  “Working within a team of 3 Operations Managers, I was responsible for the entire casino operation in the absence of the General Manager. I specialised in the ‘people’ area of the role: employee engagement, training & development, recruitment/turnover, wages, disciplinary procedures etc.”• Working closely with the GM to drive club performance and ensure periodic KPI’s are met• Monthly review of P&L report with leadership team in order to ensure maximum profitability and limiting any damaging areas of the operation through pro-active planning• Strategic planning of all promotional and marketing campaigns within the club • Generated loyalty of high-end VIP’s through effective CRM and building of strong relationships• Raised employee engagement to 5 year high of 86% through effective reward & recognition• Built effective recruitment strategy that saw employee turnover run at 31% below the company target during the 2 year period that I was in charge of recruitment • Utilised my change management skills to steer the team through a tough, company-wide ‘termination & reengagement’ implementation, reducing contractual benefits for all staff. Show less “Oversaw daily operations of a 24 hour, multi-level casino with over 120 staff and an annual turnover of £25m+. This saw me run all departments within the club including the bar, restaurant and kitchen, as well as a 12 table gaming floor & dedicated slots area, a sports lounge and a 100 player poker room.”• Ran the day to day operations within the club acting in the role of Duty Manager• Effectively resolved customer issues and provided business solutions to meet their needs• Responsible for the rostering of 120+ staff across 9 departments using the Shopworks system• Designed and conducted bespoke annual appraisal reviews for up to 10 HOD’s• Oversaw all in-house investigation and disciplinary meetings, ensuring they were completed by the relevant manager/HOD in a timely manner and in line with ACAS Code of Practice• Selected for the inaugural cohort of the Grosvenor Development Plan Level 3 (GDP3), a yearlong programme aimed at developing and mentoring rising stars within the company Show less “I spent almost 4 years working as head of training and development at the Newcastle unit of Britain’s largest casino operator. This gave me full control over the creation & implementation of all in-house training programmes at all levels within the club up to an including the General Manager”• Coordinated all recruitment and selection, including CV screening, interviews & feedback• Delivered several 6 week full-time ‘training schools’ to new croupiers in groups of 10-15• Created and maintained detailed training records for 120+ multi-departmental staff• Worked closely with HR department to ensure all compliance and regulatory issues within the club are dealt with swiftly and in the appropriate manner Show less “Responsible for the smooth, safe operation of up to 6 gaming tables at a time, ensuring an awareness of how much each table was winning/losing at all times, double checking croupier payouts, preventing cheating & pre-empting customer needs to enhance their experience & increase their dwell time at the tables”• Constantly check wagers and ensure no mistakes were made, preventing customer disputes• Familiarise myself with all common cheat moves and devices and watch for suspicious play• Coaching & mentoring croupiers through games, ensuring they received the support required Show less “Dealing all popular casino games in an efficient manner and in accordance with company procedure and legislation set out by the Gambling Commission and the Gambling Act 2005. Some of the more common games I dealt were: Roulette, Blackjack, 3 Card Poker, Punto Banco, and Texas Hold’Em Poker”• Working with speed, accuracy, dexterity & arithmetic to compile & settle customer wagers• Dealing with gaming transactions of up to £100k per hour• Delivering exceptional customer service to clients from a wide variety of religious and cultural backgrounds Show less

  • Operations Manager

    Jun 2015 - Aug 2018

  • Casino Manager

    Aug 2013 - Jun 2015

  • Training Officer

    Oct 2009 - Aug 2013

  • Gaming Inspector

    Jun 2006 - Oct 2009

  • Croupier

    Oct 2004 - Jun 2006
• 

  NOVOMATIC

  Mar 2019 - now

  “As General Manager, I am responsible for both the day-to-day and long-term strategic operations of a large 3 venue complex in the heart of Newcastle city centre. Located on Northumberland Street, Queens Square is Luxury Leisure’s flagship 24-hour venue, hosting a 223-machine Admiral Casino, a bustling 70-cover Coffee Trader café as well as a 17 bed Kwik Tan sunbed salon all operating within the same building”• Increased venue revenue by 19% in 2022 and on target to see growth of 10% in 2023 despite increasingly difficult high-street trading conditions which saw energy costs quadruple earlier in the year• Full P&L accountability for 3 venues that are on target to generate over £3m in revenue this year• Designated Premises Supervisor of 5-Star food hygiene rated café• Oversaw £600k refurbishment of Casino, ensuring the 24-hour business remained open throughout• Introduced a weekly Live Music Night in the café, sourcing local acts to perform as well developing a bespoke new menu for the event, increasing average Thursday income by over 80%• Created seasonal food & drink menus throughout the year and worked with the marketing team, photographers and graphic designers to help create all marketing points of sale and digital assets • Undertook Training Ambassador role for Admiral alongside current position, seeing me work with the L&D team to deliver key company training programmes to delegates from venues around the north east• Effective succession planning has led to several of my supervisors being promoted to Venue Manager Show less “Prior to my appointment as overall GM of the Queens Square complex, I carried out several short-term Venue Manager roles at various smaller Admiral Casino sites within the area including; Waterloo Place (Sunderland), Ashington & North Shields. As these venues operated without a GM due to their smaller size, it meant I was wholly responsible for the day to day running of the business”• Managed teams that broke their venue’s four-week income record 7 times during my first 12 months • Achieved record weekly and periodical income during post-Covid 19 trading conditions at North Shields Show less

  • General Manager

    Dec 2021 - now

  • Venue Manager

    Mar 2019 - Dec 2021