Gaming Supervisor - Nottingham, Nottinghamshire

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.

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 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

We are looking for a Gaming Supervisor to provide all customers, guests and visitors with the highest level of customer service to ensure that the unique Metropolitan Gaming experience is always achieved. All gaming supervisors will be required to be skilled in executing Blackjack, Roulette, Three Card Poker and through further training and where required Texas Hold’em Poker and Punto Banco.

Main Responsibilities:

• Always oversee gaming activity in a vigilant manner ensuring that relevant legislation and rules of the game are always adhered to.
• Monitor customer play, interact or intervene when required and ensure that both dealer and others continually promote and support the ethos of safer gaming.
• Maintain and update both formal records and colleagues/senior management of such interactions and any required follow on action is agreed and takes place.
• Ensure accurate player tracking is achieved and that threshold limits relating to buy in, cash out and general level of play are always monitored.
• Run casino operations in the absence of an Assistant/Casino Manager and be sole Manager on duty for part or all of shifts, as directed and agreed by senior Venue Management.
• Conduct all levels and types of customer interaction in a sole capacity.
• Consider and undertake gaming, cash desk and customer dispute decisions in a sole capacity.
• Create and support a culture 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 important asset - its gaming license.
• 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.
• Adhere to continual reporting requirements to the centralised compliance organisation within CEUK/EMEA or CEUS of routine matters.
• Cooperate fully with regulatory authorities on any requests for information and on any compliance or audit assessments, internal or external.

Who You Are:

• Holds a valid Personal Management Licence
• Detailed Knowledge of NEON and functionality
• Detailed knowledge of AML/SG policy, their application to all situations and able to undertake the required investigation, reporting or escalation
• Competent knowledge of Slots and ER department, equipment, operation and reporting
• Able to create and manage break lists
• Able to undertake leadership duties
• Able to supervise gaming floor and make decisions in isolation
• Able to conduct employee appraisals/Snapshots/performance reviews
• Able to undertake customer interactions at all levels
• Able to run casino operations in absence of a Casino Manager
• Able to fully train and multi-skill in other departments and make decisions about deployment of self and others to other departments
• Able to train new dealers/trainee dealer
• Be multiskilled in other departments and work in other areas as and when required or business demands dictate
• Exceptional/Role Model Customer service
• Able to deal AR, Blackjack and Three Card Poker to a higher standard
• Able to deal Punto Banco to a higher standard
• Strong understanding of NEON
• Able to undertake probationary reviews of entry level dealers
• Able to support/supervise 'pit' of table games
• Able to competently cover other job roles in other departments e.g. Cash Desk, Reception
• Complete knowledge, understanding and application of AML/SG policy and regularly guides others or provides direction

Our Gaming Supervisors 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.