Casino Manager - Marble Arch, London

Who We Are

At Metropolitan Gaming, we don’t just offer jobs—we create experiences. Whether it's the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.

Benefits

We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:

• 50% off food and beverages in all of our UK venues
• Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
• Company Sick Pay
• Company Pension
• Life Assurance
• Refer a friend incentive
• Financial advice services
• Employee health and wellbeing services
• Virtual GP Services
• Season Ticket Loans
• Employee assistance program: A confidential helpline providing 24/7 advice and counselling
• Cycle to work scheme

What We Are Looking For

We are looking for a Casino Manager to support and assist the Venue Director in achieving the highest possible standard in the overall operation of the property and to ensure that the requirements of the Gambling Act, Health and Safety legislation, associated compliance and all company rules and procedures are complied with.

Main Responsibilities

• To have full awareness and assist with the efficient running of internal and external promotions.
• To actively develop professional relationships with customers through regular direct contact and by working in partnership with venue and centrally based marketing and customer relations personnel.
• To actively promote the loyalty programme.
• Ensure accurate and timely player tracking and other such metrics are captured and sourced.
• Determine the appropriate staff numbers, associated personnel costs and skill levels required to effectively run the shift.
• To maintain an overview of the gaming operation and to advise and coach the ACM roles on the most efficient running of the games as and when necessary.
• Monitor customer movement to ensure gaming tables are opened or closed to maximise business opportunities.
• To ensure disputes are handled promptly, efficiently and fairly.
• To control and operate cheque cashing facilities up to delegation of authority level.
• To relieve ACM’s as and when necessary.
• To ensure gaming is conducted according to the Gambling Act, regulations and Company procedures.
• To uphold a fair and consistent approach in the carrying out of disciplinary and grievance procedures always in a timely manner according to company process and current legislation.
• To continually monitor levels of sickness, sickness costs and subsequent redeployment of employees or overtime to ensure the most cost-effective usage of labour.
• To monitor and take fair and consistent action in relation to employee conduct, absence and lateness issues.
• To ensure the highest standards of appearance, personal grooming and hygiene are always maintained by employees.
• To ensure individual team member needs are dealt with professionally and, when necessary, confidentially.
• To continually review employee performance and provide direct feedback and coaching where required.
• To participate in employee appraisal/review process carrying out individual employee appraisals within predetermined timescales and setting clear objectives.
• To identify and initiate the training of ACM’s and oversee the identification of gaming employees training needs.
• To ensure the highest possible standards of customer service are developed and provided by courteous and technically competent employees in all departments of the units.
• To lead by example in relation to displaying the four key behaviours of the Customer Service model.
• To regularly observe and review individual employees’ levels of customer service, documenting such activity and providing appropriate feedback, coaching and support where required.
• To actively assess day-to-day customer service needs and respond appropriately.
• To positively support companywide customer service initiatives.
• To create by example an environment which all employees will work as a team.
• To support by example the creation of an environment where all employees are encouraged to put forward ideas and views to management which positively influence the performance of the unit.
• To support 2-way communication through effective contribution to management meetings and the holding of regular departmental meetings and Employee/Staff Forum meetings and events.
• Create a culture from the top that necessitates complete adherence to internal policies and procedures and abiding by all laws and regulations applicable to the business.
• Protect the Company’s most valuable asset - its gaming licenses.
• In particular: Promote the licensing objectives as set out in Gambling Act 2005, including all aspects of compliance with AML/CTF and Social Responsibility policies and procedures.
• Report to the central compliance function, and then follow any guidance from central compliance, any matter regarding regulatory compliance that involves a potential criminal matter or otherwise involves dishonesty, theft, fraud or collusion with a customer.
• Adhere to continual reporting requirements to the centralised compliance organisation within UK/EMEA of routine matters.
• Cooperate fully with regulatory authorities on any requests for information and on any compliance or audit assessments, internal or external.
• Ensure full compliance with company and legal procedures in all areas to include, for example, money laundering, gaming activity, health and safety, hygiene and fire regulations.
• Liaise with the security department to ensure general security, monitoring, health and safety regulations and fire evacuation procedures are complied with.
• Carry out checks of gaming equipment and ensure it is properly maintained.

Service Behaviours

Our Casino Managers are expected to always demonstrate our key service behaviours:

• On It: Demonstrates responsiveness and initiative by anticipating guest and operational needs, ensuring prompt and effective service delivery.
• Upbeat and Positive Attitude: Maintains a professional, enthusiastic, and solution-oriented demeanour that fosters a welcoming and energetic environment.
• Be Nice: Treats guests, team members, and stakeholders with courtesy, respect, and professionalism in all interactions.
• Open and Close: Engages openly and warmly at the start of every interaction and ensures each conversation or service exchange concludes with clarity, courtesy, and appreciation.

Please Note: You must be aged 18 or above and have the right to work in the UK. This position requires working nights, evenings, weekends and shifts that coincide with a 24/7 trading week so individuals should be flexible in their scheduling.