Metropolitan Gaming
Customer Relationship Host
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About Us
Metropolitan Gaming is about more than the games or the buzz of the venue.
It’s about energy. Atmosphere. Service that’s sharp and in sync with the moment.
Driven by people, we’re a diverse, close-knit team who back each other, celebrate wins and create great experiences together. If you’re upbeat, curious and ready to get involved, you’ll feel at home here. Personality matters. Every shift is a chance to make your mark.
Why Join Us
A place to grow, not just a job. You’ll be recognised for great work and given opportunities to build your skills and grow your career
Alongside competitive pay, you can also expect:
- Discounts and perks across travel, retail, hospitality and wellbeing
- Company pension scheme and life insurance cover
- Discount on Food and non-alcoholic beverages across all venues
- Season ticket loan and cycle to work scheme
- Refer a friend bonus reward
What We Are Looking For
As a Customer Relations Host at Metropolitan Gaming, you will be at the heart of creating memorable experiences for our customers and are an invaluable part of our casino team. Customer Relations Hosts are warm, engaging and proactive, building genuine relationships with our customers and going above and beyond to make them feel valued.
You will keep customers informed of events, activities, promotions and benefits, while helping to create a welcoming, enjoyable and personalised experience every time they visit.
Main Responsibilities
The Customer Relations Host will be a visible and approachable representative of the casino and will be responsible for providing customers with a positive experience by delivering on the following:
Customer Relations Host Duties
- Be a point of contact for customers to answer general queries and provide support relating to the Met Card rewards programme.
- Complete and maintain customer engagement tasks within XCM/CRM systems, ensuring all required customer contacts, interactions, follow-ups and relevant notes are accurately recorded in line with company procedures.
- Support the Customer Relations Executive team with customer contact, including contacting customers to provide information relating to relevant events, promotions and available offers, in accordance with applicable customer communication preferences, policies and procedures.
- Support the delivery of casino events and promotions, ensuring customers receive a high level of service and a positive experience.
- Record relevant customer preferences and feedback to assist in improving the customer experience.
- Identify customer service issues and take appropriate action to resolve them, escalating matters outside of their authority to the relevant manager.
- Support Casino Management in maintaining strong customer relationships and delivering an excellent customer experience.
- Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy.
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HVC Duties
In addition to the above, a Customer Relations Host may be assigned support to customers within the HVC Scheme:
- Protection of the licensing objectives under the Gambling Act 2005 must be at the forefront of all activity carried out in this role.
- Responsible for conducting customer contact/interaction in a professional and transparent manner and in a way that minimises the risk of the customer experiencing gambling related harm.
- Responsible for delivering personalised offers and benefits in line with the HVC Scheme and compliant with MG UK HVC Policy & Procedures.
- Arranging complimentary transportation, accommodation arrangements and any agreed hospitality.
- Tasked with communicating HVC initiatives and facilitating attendance.
- Wholly understand and abide by the Gambling Commission’s HVC Industry Guidance and MG HVC Policy & Procedures and effectively inform customers of changes to the HVC Scheme when necessary.
- Fully comply with all applicable licence conditions and codes of practice, rules, company expectations, departmental goals, industry guidance, laws and regulations, company policies, and conduct yourself with the highest levels of integrity and honesty.
- Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy and enhanced checks in line with the HVC policy, with an understanding that staff appraisals will take into account safer gambling actions.
- Work collaboratively with other teams (including safer gambling and AML) to allow for objective decision-making and review, based on all available information.
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Essential Skills
- Must be commercially driven, computer literate, have excellent communication skills and telephone etiquette.
- Must be observant, enabling ongoing monitoring of customers’ activity, behaviour and circumstances.
- Excellent customer service skills, be well groomed and conduct themselves professionally at all times.
- Proficient with internal customer and casino management systems.
- Must be able to work flexible hours when necessary, while dividing their time between the casino floor and telemarketing activities.
- Have the ability to develop an understanding of casino games, theoretical, actual and comp ratios.
- Multilingual preferred
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.
Customer Relations Host will spend a large portion of their shift on their feet working directly with the public.
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