Paddy Power's Sandra Gilmartin scoops Betting Shop Manager of the Year title

Sandra Gilmartin was named Racing Post/SIS Betting Shop Manager of the Year on Monday to give Paddy Power their first success in the competition.

Gilmartin, 49, who runs Paddy Power's shop at Cross Cheaping in Coventry, received her award from TV personality and racing fan Chris Hughes at the JW Marriott Grosvenor House Hotel on London’s Park Lane.

Originally from the village of Kilmessan, County Meath, Gilmartin first joined the betting industry in 2002 having worked as a receptionist in the beauty industry.

She began her career as a cashier with BoyleSports before joining Paddy Power in 2012, moving to Coventry in 2016.

After receiving her award Gilmartin said: "I'm not often speechless but I'm speechless. It's beginning to sink in a little bit."

Gilmartin was the regional winner for the Midlands and Wales and she paid tribute to the other seven finalists.

"I've seven other wonderful winners here and the experience was just fantastic," she said. "We were spoilt rotten by Racing Post and SIS. I've had fantastic support from my manager and my team, everyone at Paddy Power.

"I've a fantastic year ahead but for me it's about the accolade. It's going to sound cheesy but I remember thinking about this years ago and thinking wouldn't that be nice some day and here I am."

The mystery shopper who went to her shop told the judges Gilmartin and her assistant Roxanne Connolly knew their customers by name and had everything in the shop "under control" as they multi-tasked.

"That's the job description really," Gilmartin said. "There's always lots to do but at the end of the day the fundamental thing is the customers and looking after our customers.

"It's our home from home. It's what I have done for years, it's what I know and I've a wonderful team beside me.

"I couldn't do it without Roxanne and my team and I'm blessed every day. Martin Grieve, my district manager, was a huge support."

With high street bookmakers under pressure and Responsible Gambling Week in full swing, Gilmartin spoke of the importance of looking after customers.

Sandra Gilmartin of Paddy Power (bottom, middle): crowned Betting Shop Manager of 2019Credit: Edward Whitaker

"I was speaking to the judges only yesterday about this," she said. "We are not psychologists but we take our responsibilities seriously.

"We care for our customers, we look after them in every way possible. We have customers in our shop who have nowhere else to go, it's their home, it's their social life, it's their outlet, it's just what they live for.

"That cannot change. That's what betting and bookmakers on the high street is all about, our customers. We love them, we are responsible for them and will continue to be."

She also recognised the importance of looking after customers who might be suffering gambling-related harm.

"It's all about looking after them in every way possible," she said.

"There is of course a small minority that may have a gambling issue and we are there to be responsible and take care of those.

"But it's also about taking care of the ones who come in just for having fun and looking after them and making sure that they're safe. It's all about the customers."

Paddy Power's head of UK retail Jessica Norell, was delighted with the victory.

"I think I’m about to start crying with excitement and pride!" she said.

"Sandra is an amazing lady, such a fantastic shop manager who has great rapport with everyone. We’re very proud of her, Sandra’s professionalism shines through.

"This is a win for everyone at Paddy Power. It’s an amazing prize and the entire occasion is truly deserved recognition for shop managers."

As well as the winner's trophy Gilmartin will win a VIP trip to one of Hong Kong's major meetings in April next year, courtesy of the Hong Kong Jockey Club. Her team will also be entertained by SIS at Ascot on December 20.

What the judges said

Brough Scott, chairman of the judging panel
Sandra Gilmartin will bring an authentic, passionate voice to her role just when the industry most needs it.

Nick Rust, chief executive of the BHA
Sandra did really well to stand out in a strong field of finalists this year. She showed how well she runs her team and has a clear view about how to take this wonderful industry forward by using her ambassadorship to give a voice to all of the positive reasons why betting shops should continue to have a place on our high streets.

Helen Scott, SIS head of service management
Given the challenging times our betting shop managers are facing, I have been overwhelmed by the enthusiasm demonstrated by this year’s regional champions. The commitment shown towards their employers, staff and punters is commendable and we should count ourselves lucky to have such talented and passionate individuals representing us so impeccably on our high streets. Sandra is a very well deserved overall winner who fought off strong competition. Congratulations to her and our finalists for making this year’s competition yet again such a pleasure and privilege to be part of.

Andrew Pennington, Racing Post
Sandra has impressed throughout the judging process with her passion for the betting industry and customer service. She will be an excellent ambassador over the next 12 months at a critical time for the industry. Congratulations to Sandra and the seven other regional champions.

Richard Hayler, IBAS MD
Betting shop managers are all sorts of things to different people. Some see them as the friendliest face they’ll encounter in the average day. Some see them as the means to ‘getting on’, or not. Some see them selling a dream. Some accuse them of being the facilitators of misery. All of this year’s regional champions, and regional finalists, were well aware of the range of ways in which they’re viewed. It’s clearly a fulfilling job for those who made it to the final 24, but it’s far from an easy one. Sandra is determined to tell her story and I’m looking forward to hearing her give it her all.

Tanya Stevenson, broadcaster
Sandra shone through the whole process, which I felt as always a privilege to be a part. Her knowledge, experience and passion for the industry will be a useful tool at a time when the swell of negativity needs to be addressed. It became obvious that she is determined to be a powerful voice with a bold and important message, that betting shop managers as a collective play an important role. I think I speak for all the judges when I say we want to be part of Sandra’s ever expanding betting shop family.

Jim Cremin, industry expert
It was incredibly tough picking a winner but Sandra edged it and wants to help make a difference for all fellow managers and their customers. It is indeed a business to be proud of and I hope she has a great year ahead highlighting exactly that.

What the professionals said

Tom Kerr, Racing Post editor
Betting Shop Manager of the Year is a fantastic event which reminds us about the role betting shops play in communities. Sandra Gilmartin will be a fantastic ambassador for the industry.

George Irvine, on behalf of the Hong Kong Jockey Club
Sandra was absolutely superb and ticks all the right boxes. It’s great to see Paddy Power win the award.

Alan Byrne, Racing Post chief executive
Very impressive, Sandra came across really well, especially her strong focus on customer service and priority around responsible gambling. She makes the perfect ambassador at this time.

Richard Ames, SIS chief executive
It’s always a pleasure to recognise those who bring real creativity into the betting marketplace – and she’s a natural.

Joe Scanlon of Betfred
It’s been a great day for all the managers and congratulations to Paddy Power. Sandra is enthusiastic and spoke passionately.

Chris Hughes, the special guest who made the award
That was fantastic, it’s been a great occasion . . . everyone has a story. You can see just what it takes . . . that a lot of care and hard work is required.

Lorraine Archibald of Ladbrokes, last year’s champion
It’s a great day for Paddy Power, securing their first winner and a deserved one too. Sandra is a great character and will be a true ambassador for us all. I’ve loved my year and my thanks go to Ladbrokes, Racing Post and SIS for everything that has happened. I’ve enjoyed every moment but could take this, ‘the day’, in better this time. Lee Mottershead [MC] is such a pro and makes it fun for everyone.

Paul Witten, SIS product director
A superb day and winner. What a great group of regional champions and I loved the modern emphasis on matters of problem gambling but general mental health issues too. It reflects well on the entire business.

What our mystery shopper said

Staff were neatly presented, it was very busy but they knew customers by name. The manager and assistant had the shop, everything, under control, multi-tasking, chatting and offering drinks whilst tidying up. It seemed a very social place, the teamwork in this shop was uplifting.

Extracts from Sandra's initial entry paper

The high is my customers. I love the banter, over the years I have had conversations about horse and greyhound trainers, football players, tennis, golf, politics and reality TV. First impressions are key, we start with eye contact and a warm smile followed by a friendly hello. I can also say thank you in English, Irish, French, Spanish, Portuguese and Mandarin. It’s the little things that matter and it puts a smile on the customer’s face – which a computer cannot do. I lead by example. I put out pens and slips, sweep floors and clean toilets. It’s about teamwork, respect for myself and each other.

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