Alberto Martinel

Lead a team of Safer Gambling Specialists to ensure player protection and regulatory compliance across UKGC and Ontario, improving case handling and operational efficiency through new protocols. Collaborate with MLRO, Compliance, and cross-functional teams on high-risk cases and quality assurance.

Presented table games and managed shuffling operations across multiple blackjack and roulette tables, delivering professional customer service and supporting technical ops. Maintained table equipment, performed card changes, and assisted customers to ensure a high-quality live casino experience.

Served food and beverages, prepared alcoholic and non-alcoholic drinks, and managed guest orders while maintaining cleanliness and service standards. Handled payments, answered inquiries, and supported supervisors to ensure efficient front-of-house operations.

Supported banquet and restaurant service for events, recommended menu items, upsold when appropriate, and assisted management with service briefs and inventory requisitions. Delivered attentive guest service to meet quality and banquet requirements.

Provided table and bar service, presented menus and made recommendations, and prepared classic and innovative drinks to ensure guest satisfaction. Assisted in maintaining cleanliness and safety standards in the restaurant.

Ensured bar and service areas were stocked and clean, delivered timely food and beverage service, and used suggestive selling to increase sales while maintaining presentation standards. Collaborated with team to provide consistent guest experiences.

Took and served customer orders, welcomed guests per company standards, and prepared service areas for shifts to ensure efficient operations and customer satisfaction. Maintained table settings and assisted with hospitality duties.

Managed high-risk player accounts by conducting affordability checks, self-exclusions, and welfare interventions while maintaining detailed case documentation for UKGC and Ontario compliance. Coordinated with AML, Fraud/Risk, Payments, and Customer Support to resolve escalations.

Provided live chat and email support for 70+ casino brands, performed KYC verifications and fraud risk assessments, and handled payments, VIP accounts and GDPR requests to maintain regulatory compliance. Resolved technical and account issues while coordinating with Payments and AML teams.

Completed a Diploma in Food and Beverage Management at the Institute of Tourism Studies in San Giljan from September 2014 to December 2018.

Completed a Diploma di Licenza at Istituto Professionale Alberghiero Pellegrino Artusi from September 2011 to June 2014.