Darran May
Cardiff,United Kingdom
Summary
Accomplished professional with expertise in operations management, customer service, and training and development. Demonstrates a strong command of human resources, audit and compliance, and anti-money laundering legislation. Proficient in know your customer (KYC), due diligence (DD), enhanced due diligence (EDD), and gaming regulations. Skilled in health and safety (H&S) as well as profit and loss management (P&L). Committed to leveraging skills to drive organisational success while ensuring regulatory compliance.
Enthusiastic with several years of experience. Secures team success through hard work, attention to detail and excellent organisation. Shares knowledge to achieve results.
Overview
28
28
years of professional experience
1
1
Certification
Work history
Operations Manager Gaming
Grosvenor Casinos
Cardiff
2025.01 - 2025.07
- Executed audits to ensure compliance with legislation and procedures.
- Trained Casino Managers to improve operational effectiveness.
- Drove business performance to consistently achieve and exceed targets.
- Ensured licensing objectives were met at all times.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Encouraged innovative thinking in the team, fostered an environment of growth and development.
- Created a collaborative work environment for positive team dynamics.
- Duty Manager.
General Manager
Grosvenor Casinos
Cardiff
2024.07 - 2025.01
- Oversaw Cardiff venue operations for 6 months, fostering team success in achieving objectives
Operations Manager Gaming
Grosvenor Casinos
Cardiff
2018.01 - 2024.07
- Executed audits to ensure compliance with legislation and procedures.
- Trained Casino Managers to improve operational effectiveness.
- Drove business performance to consistently achieve and exceed targets.
- Ensured licensing objectives were met at all times.
- Duty Manager.
Casino Operations Manager
Grosvenor Casinos
Cardiff
2017.02 - 2018.01
- Oversaw and drove gaming products as part of a three-member COM team.
- Developed a professional, capable gaming team through effective training initiatives.
- Implemented succession plans to ensure continuous team development.
- Conducted annual appraisals to assess performance and growth opportunities.
- Duty Manager.
People Service Manager
Grosvenor Casinos
Cardiff
2015.09 - 2017.02
- Managed investigation and disciplinary processes within venue to uphold consistency and compliance with company policies and procedures.
- Duty Manager.
Customer Service Manager
Grosvenor Casinos
Cardiff
2013.09 - 2015.09
- Developed and implemented marketing plan to align with local business goals in Cardiff.
Served as primary contact for national activities across all UK venues. - Duty Manager.
Gaming Service Manager
Grosvenor Casinos
Cardiff
2008.01 - 2013.09
- Facilitated training schedule agreements with people service manager for gaming personnel.
- Collaborated with customer service manager to address promotional requirements.
- Championed gaming product strategy and execution within venue.
- Duty Manager.
Casino Manager
Grosvenor Casinos
Cardiff
2002.02 - 2008.01
- Oversaw employee scheduling whilst considering optimal staffing levels at peak times.
- Resolved conflicts between customers or staff promptly, maintaining a harmonious environment.
- Improved customer service standards for enhanced player satisfaction.
- Fostered a positive work environment through effective leadership and motivation techniques.
- Trained new employees, resulting in a consistent high-quality service across the team.
- Reviewed surveillance footage regularly as part of ongoing commitment to security efforts.
- Answered queries and handled complaints to provide outstanding customer service.
- Duty Manager.
Casino pit boss
Grosvenor Casinos
Cardiff
2001.02 - 2002.02
- Oversee the running of the gaming floor.
- Allocation of team.
- Record hourly results.
Inspector
Grosvenor Casinos
Bristol
1997.06 - 2001.02
- Supervised table games and dealers to ensure compliance with regulations.
Tracked customer play patterns and compiled detailed reports on table results.
Education
GCSEs -
Hengrove Comprehensive
BristolSkills
- Training and development
- Human resources
- Audit and compliance
- Anti-money laundering legislation
- Know your customer (KYC)
- Due diligence (DD)
- Enhanced due diligence (EDD)
- Gaming regulations
- Profit and loss management (P&L)
- Customer engagement
- Cultural sensitivity
- Budget management
- Data analysis
Certification
- Personal Management Licence issued by the gambling commission.
- Personal Licence issued by Cardiff council.
References
References available upon request.
Timeline
Operations Manager Gaming
Grosvenor Casinos
2025.01 - 2025.07
General Manager
Grosvenor Casinos
2024.07 - 2025.01
Operations Manager Gaming
Grosvenor Casinos
2018.01 - 2024.07
Casino Operations Manager
Grosvenor Casinos
2017.02 - 2018.01
People Service Manager
Grosvenor Casinos
2015.09 - 2017.02
Customer Service Manager
Grosvenor Casinos
2013.09 - 2015.09
Gaming Service Manager
Grosvenor Casinos
2008.01 - 2013.09
Casino Manager
Grosvenor Casinos
2002.02 - 2008.01
Casino pit boss
Grosvenor Casinos
2001.02 - 2002.02
Inspector
Grosvenor Casinos
1997.06 - 2001.02
GCSEs -
Hengrove Comprehensive