Leila Gottig
Hassocks
Summary
Accomplished professional with extensive expertise in P&L, EBITDA, and financial forecasting. Demonstrates exceptional customer service skills and proficiency in Microsoft Office. Holds a Personal Licence, First Aid Level 3 (CPR & AED), and a Clean Driving Licence. Adept at rota management, staff appraisals, absence management, and disciplinary processes. Committed to ensuring licensing and regulatory compliance while maintaining budgeting control.
Driven professional with talent for leadership and problem-solving in high-pressure environments. Possesses strong interpersonal skills and keen understanding of customer service. Committed to enhancing operational efficiency and guest satisfaction in casino setting.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Casino Manager & Compliance Manager
Rendezvous Casino
Brighton
07.2022 - 03.2025
- As the in house Compliance & Safer Gaming Manager, my role is to ensure processes such as Client Due Diligence (CDD), analysis, risk assessments, ongoing monitoring and reporting
- Review and assess the AML and reputational risk associated with new client and matter requests
- Perform CDD and enhanced screening for PEPs, Sanctions, Bankruptcy, Insolvency etc
- Using platforms such as the KYC6 Intelligence Database & Companies House
- Ensure all document research and analysis is thoroughly completed on clients and/or matters
- Perform investigations and escalate findings clearly and concisely for internal review to the Head of Compliance & the MLRO
- Preparing the team for internal & external audits
- Establish excellent working relationships with Senior Company Management, the Compliance team & the customer
- Safer Gaming responsibilities include having a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk-based decisions to act when evidence of harm and behaviour change is observed
- Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately
- Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling in person, by phone & email
- Effective resolution of customer complaints in line with our complaint's procedure
- Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members
- Efficiently navigate and manage our back-office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey
- Keeping accurate records of observations, member interactions, and actions; using judgement for when follow-up contact would be most effective
- As the Manager on shift I was responsible for the running of the whole casino operation including F&B operations, responsible for 100+ staff & up to 600 customers per shift
- I oversee daily operations of the casino, including the F&B departments, managing a team of 100+ staff, and ensuring service to up to 600 customers per shift
- Optimize casino performance by managing game yields and labour efficiency
- Maintain and communicate critical data on table and electronic games, win/loss ratios, and customer interactions
- Handle customer inquiries, complaints, and disputes in line with Social Responsibility and Anti-Money Laundering policies
- Recruit, train, mentor, and evaluate employees to ensure the best team performance
Assistant Manager
Brewhouse & Kitchen
Worthing
10.2020 - 07.2022
- Managed daily operations of the brewpub, function rooms, restaurant, and 10-bedroom hotel
- Coordinated bookings and large events
- Led stock management, ordering, and discrepancies, and worked closely with the in-house brewer
- Trained and mentored new staff in bar and restaurant services & hosting, emphasizing upselling and exceptional customer care
- Ensured compliance with health and safety standards, cash management, and company procedures
- Engaged with guests to promote beer tastings and provide a unique experience
Assistant Manager
The Railway
Burgess Hill
09.2019 - 10.2020
- Managed daily pub operations, including rotas, cash management, and opening/closing procedures
- Analysed sales reports, P&L, and implemented corrective measures to improve performance
- Managed large event bookings, including Christmas parties and special events
- Oversaw stock management, line cleaning, and daily maintenance checks
- Led customer service improvements, aiming to meet and exceed NPS and customer feedback
Food & Beverage Manager
Rendezvous Casino
Brighton
02.2016 - 10.2017
- Recruited to revamp the casino’s F&B operations, improving food safety scores and internal audits
- Developed and costed seasonal menus for an 80-seat restaurant
- Hosted VIP dinners, themed nights, and private events for up to 180 guests
- Designed and implemented a competitive cocktail menu, ensuring high gross profit margins
- Managed a team of 30 staff, including chefs, bar staff, and FOH personnel, focusing on training, coaching, and up-selling initiatives
- Achieved a 20% increase in cash sales and reduced stock wastage by 30%
Casino Manager
Rainbow Casino
Bristol
06.2008 - 02.2016
- Company Overview: (Formerly Gala Casino)
- Progressed through various roles to become Casino Manager, responsible for staff training, rotas, and daily casino operations
- Managed Anti-Money Laundering duties, ensuring compliance with licensing objectives and sensitive customer relationships
- (Formerly Gala Casino)
Assistant Bar Manager
The Merchants Arms
Bristol
01.2015 - 01.2016
- I lived here with my partner who was the General Manager & took on the role of Assistant Manager whilst still employed at Rainbow Casino
- I gained vast experience in managing pub operations, including sales targets, customer service, stock ordering, and staff training
- Organized charity events and managed end-of-day banking and closing procedures
Head Cashier
Triangle Casino
Bristol
05.2004 - 06.2008
- Managed daily cash operations, including balancing large sums and auditing company assets
- Trained staff in secure cash handling and ensured compliance with legal regulations
Croupier
Stanley Casino
Plymouth
02.2002 - 05.2004
- My Casino career began here, just turned 18, i trained as a Croupier & dealt all table games to procedure, then progressed to training as a Cashier
Education
11 GCSEs - Grades A-C, including Math (C), English (B, B), Science (C, C)
Tamarside Community College
01.1995 - 01.1999
Skills
- Personal Licence Holder
- First Aid Level 3 (CPR & AED)
- Personal Management Licence Holder
- Clean Driving Licence
- Expertise in P&L
- Expertise in EBITDA
- Microsoft Office
- Rota management
- Staff appraisals
- Absence management
- Disciplinary processes
- Exceptional customer service skills
- Licensing and regulatory compliance
- Budgeting control
- Financial Forecasting
Timeline
Casino Manager & Compliance Manager
Rendezvous Casino
07.2022 - 03.2025
Assistant Manager
Brewhouse & Kitchen
10.2020 - 07.2022
Assistant Manager
The Railway
09.2019 - 10.2020
Food & Beverage Manager
Rendezvous Casino
02.2016 - 10.2017
Assistant Bar Manager
The Merchants Arms
01.2015 - 01.2016
Casino Manager
Rainbow Casino
06.2008 - 02.2016
Head Cashier
Triangle Casino
05.2004 - 06.2008
Croupier
Stanley Casino
02.2002 - 05.2004
11 GCSEs - Grades A-C, including Math (C), English (B, B), Science (C, C)
Tamarside Community College
01.1995 - 01.1999
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