Grosvenor Casinos implemented Trail to improve their customer experience and brand consistency.
Ever wondered what it’s like working in a casino?
In this interview, Paul gives us an insight into managing operations at Grosvenor—a UK-based chain of over 50 casinos. And he shares some of the biggest challenges he faces in his role as a Project Manager.
As a new dad, I try to strike the right work-life balance, so I tend to start my working day after I’ve spent some time with my son (and usually with a strong tea in hand).
As a Senior Project Manager I am tasked with ensuring multiple work streams are working seamlessly. So, I spend a lot of my time talking with business leaders and my colleagues in operations.
Every day I learn something new from my talented colleagues.
I also love the variety within my role. We’re currently bridging the gap between Mecca Bingo and Grosvenor Casinos (both owned by Rank Group), which brings a new set of exciting challenges.
The best stories are most definitely confidential. 😉
But I love getting to experience the thrill of the game (even though it can be stressful when the house doesn’t win).
We’re very heavily regulated (and rightly so). But understanding and implementing the rules can be challenging as we must ensure we hold ourselves to the highest standards. So our customers get to enjoy their experience safely and legally.
As with all hospitality businesses, we’ve been hit exceptionally hard. Nearly all of us that work within the industry are social butterflies; we love to entertain and host—something that’s been taken away from us all.
Also, working on projects that ultimately challenge the way the industry operates requires many workshops/thinking sessions. In ‘normal times’ this would’ve been carried out in a room with a whiteboard and no technology to interrupt. So, trying to get creative over Teams was one of our biggest challenges.
We are in the process of trying to change the culture within Grosvenor to be more focused on improving customer experience and maintaining consistency within the retail venues.
We have complex tasks that need to be completed to ensure we remain safe, legal and compliant—that’s where Trail comes in.
The famous house edge isn’t an edge if we don’t complete our own due diligence daily to ensure games remain fair to both player and the house.
Yes, I’ve carried out plenty of software implementations in my time, and I absolutely hold Trail as gold standard.
From testing in two venues to rolling out to 50+ retail venues, it was an absolute breeze—if all my projects were this easy, I think I’d be on a three day week!