Experienced Operations Manager in Transition

Last Updated: 8th November 2017 (over 4 years ago)

United Kingdom


Phone Number


Age Range
45 to 54

Qualification Level
Trade Qualification

English, Portuguese, Spanish


I have 20+ years’ experience in operation management in a vast amount of sectors within the hospitality & gaming industries. With strong expertise in brand creation, I focus on streamlining processes and cutting down on costs. I offer good emotional intelligence, forward thinking leadership, project management skills with robust knowledge of contract negotiations, multi-lingual markets and with a process improvement mind-set.

Solid and seasoned expertise in compliance and controllership, dealing with an ever-changing environment. I possess solid customer service experience and am customer satisfaction orientated. I believe in the importance of developing a strong team and building positive relationships among key players in all levels.

A quick learner, analytical thinker, proven planner and problem solver who readily adapts to change and can work independently. Confident under pressure while executing complex projects on time and on budget.

Key Skills & Abilities
 Lead the tendering of two of the company´s business units simultaneously, always anticipating the negotiating strategy of my counterparts, from concept to completion, in under one year. A combined value of €40M in revenues and refurbishments,
 Developed proposals, negotiated terms and conditions, and implemented contractual agreements with accountability for delivering strong financial results
 Effectively handled the implementations and planned the technically complex transition of staff, salaries, inventories, and existing third-party contracts to the new owners.
 Became a trusted consultant for the new companies, managing and overseeing their operations during transition period

 15+ years’ experience in leading projects for Casinos, both land-based and cruise ships.
 I bring wing-to-wing experience, from concept creation to execution and on-going operations. Managing cost, revenues in excess of €14m annually, schedules and performance of the different project’s components.
 With focus on process improvement, I developed, documented and implemented internal control & operational policies and procedures, for four business units (across three companies), focusing on controllership, maximizing revenues, cost reduction, containment & customer service.

 Team Leadership and Management skills – with 20+ years´ experience in leading and training teams of multi-cultural individuals.
 Coach, mentor, and lead 100+ personnel within a technical team environment, offering constructive feedback and taking interest in their long-term career growth.
 Monitored employee productivity and optimize procedures for revenue and hospitality.
 Fostered a “Promote from Within” philosophy and brought many entry level staff up to management positions.
 Trained multiple positions, from entry to management, in many countries to many nationalities.
 Cultivated an extraordinary level of employee loyalty, achieving an 8+ year tenure among 75% of employees over a 10-year period.
 Hired my (would be) replacement as a Croupier, and then developed him to be my successor.

 I have promoted continuous service enhancements in partnership with worldwide suppliers.
 Negotiated all terms and conditions with new vendors.
 Successfully guided vendors to enhance their products to meet our needs.

 Excellent written and verbal communication skills.
 Facilitated communication between with cross functional departments (accounting, finance, logistics, supply chain, human resources) to aid business transitions ensuring clarity around policies, procedures, strategic goals, and performance management.
 Building credibility, establish rapport, and maintaining communication with stakeholders at multiple levels, including those external to the organization.
 Track record in establishing strong working relationships with peers, leadership, businesses and cross-functional roles.
 Lead internal departmental negotiations.


Stevenson College, Edinburgh, Scotland

   Aug 1987
— May 1988


George Watson's College, Edinburgh, Scotland -

   Aug 1974
— May 1986

Rugby 1st XV


Pullmantur Cruises
Gaming & Retail Operations Manager

   Oct 2007
— Oct 2017

Operations Controllership for all the cruise lines Casinos, Gift Shops, Spas & Photo Departments on up to 8 ships.
• Partnered with Executive Directors to develop and execute tendering strategies that best positioned the company to increase margins.
• Created and implemented a strategic business plans for securing new partners and by delivering new projects for profitable growth.
• Annual budget development and management for five businesses, accurately predicting expense and timing of costs.
• Created complex commission models to structure employee financial incentives and thereby efficiently matching company and individual performance.
• Worked with five different markets across two different brands on up to eight different vessels, overcoming the challenges each brought.
• Regularly promoted every two/three years to take on more responsibility.
• Average revenue growth of 4% YOY.
• Opened 7 new casinos (on new ships) coordinating designs, supply chain, recruitment and controls.

Pullmantur Cruises Ship Management
Casino Manager & Operations Assistant

   Dec 2003
— Oct 2007

On board Casino Manager.
• Implemented fleet wide controllership via customized accounting programs, policies and procedures.
• Handle all employee assignment rotations for 100+ staff in 6 different position, from 20+ countries.
• Broke revenue records YOY by an average of 6%.

Hopewell Limited
Operations Consultant & Revenue Administration Manager

   Jun 2001
— Mar 2003

On site consultant and projects manager.
• Researched, developed, and implemented the countries’ first ever Walk-Up & Internet Race and Sports Book.
• Restructured all financial operations giving more transparency and security.
• Identified inefficiencies and implemented process improvements.

Palms Casinos USA
Casino Developer & Manager

   Jun 1999
— May 2001

Planning new full service casinos, installing all controls and training all the front of house staff.
• Designed, built and managed two full service Casinos with full F&B functions.
• Created more than 80 jobs for local communities.

Premier Cruises
Casino Manager

   Feb 1994
— May 1999

On board Casino Manager
• Migrated entire casino accounting systems out of Lotus 123 to Excel and wrote new program for them.
• Consistently exceed gross profit goals.