Leadership, Entrepreneurship & Creating WOW Moments

Simon Thomas, Executive Chairman of The Hippodrome Casino, joined Mariya for a walk around London's West End to reflect on his remarkable career, the transformation of one of Britain's most iconic entertainment venues, and the leadership lessons he has learned from decades in the gaming industry.

From joining the family bingo business to leading a £45 million redevelopment of The Hippodrome Casino, Thomas has spent his career embracing ambitious challenges. In this conversation, he discusses the risks that shaped his journey, why creating memorable customer experiences has always been at the heart of his business, and what still motivates him after decades in the industry.

Turning a historic building into a world-class destination

Thomas explained that The Hippodrome was never intended to be just another casino. When changes to UK gambling legislation created new opportunities, he saw the chance to transform one of the West End's most famous buildings into a unique entertainment destination. Together with his father, he set about bringing that vision to life.

The journey was anything but straightforward. Winning the casino licence took years, followed by redevelopment that transformed the Grade II listed building into the venue visitors know today.

The project faced planning challenges, objections from a number of organisations and countless unexpected obstacles along the way. But for Thomas, solving problems has always been part of leadership.

His philosophy is simple: "I will find a way or make a way."

He illustrated that mindset with stories from the construction project, explaining how seemingly impossible problems often became opportunities to think differently and find practical solutions.

The small details create unforgettable experiences

Throughout the conversation, Thomas returned to one recurring theme: people remember experiences, not transactions.

Whether it's removing unnecessary ATM charges, introducing a digital coat check system or creating distinctive bars and entertainment spaces, every decision is made with the customer experience in mind.

That philosophy extends far beyond the venue itself. Thomas believes exceptional customer service starts with hiring the right people: "We employ people who smile."

Employees are encouraged to contribute ideas, challenge existing ways of working and take pride in improving the customer experience. Thomas also believes leaders should remain visible, spending time on the casino floor rather than behind a desk: "It's where the money is."

For him, walking the business every day provides insights no report or spreadsheet ever could.

Leading through uncertainty

Few moments tested that philosophy more than the COVID-19 pandemic. The Hippodrome was forced to close for 320 days, presenting the biggest challenge in the company's history.

Rather than simply waiting to reopen, Thomas used the closure as an opportunity to invest in the future. The team carried out major building improvements, expanded customer areas and completed projects that would have been almost impossible while the venue was operating normally.

At the same time, maintaining communication with employees remained a priority, helping preserve the culture the business had spent years building.

Championing the West End and the future of gaming

Beyond running The Hippodrome, Thomas has become one of the strongest advocates for London's West End and the wider gaming industry.

He spoke about the importance of engaging with politicians, regulators and the public to demonstrate how casinos can operate responsibly while making a positive contribution to London's entertainment scene.

He also shared why constant reinvestment remains essential. New attractions, updated spaces and fresh ideas are all part of ensuring The Hippodrome continues to evolve alongside changing customer expectations.

Despite everything he has achieved, Thomas's enthusiasm for the business remains as strong as ever. He ended the conversation by reflecting on what still excites him most: the people, the energy of the West End and the opportunity to make every visitor's experience memorable.

Episode highlights

• Simon Thomas's journey from an analyst in the City to the family bingo business to Executive Chairman of The Hippodrome Casino
• The seven-year licence process and £45 million transformation of the Hippodrome
• Why great leadership means spending time with your team and your customers
• The philosophy behind "I will find a way or make a way"
• Creating unforgettable customer experiences through attention to detail
• Leading one of London's most iconic entertainment venues through the COVID-19 pandemic
• Championing the West End and promoting the gaming industry's positive impact
• Why continuous innovation keeps The Hippodrome evolving
• What still inspires Simon Thomas after decades in the industry

Series One of Mariya Meets is sponsored by Soft2Bet