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Who We Are
Metropolitan Gaming Group is the multi-channel gaming and leisure brand for people who live city life to the full. The home of Metropolitan Gaming Online and Metropolitan Casinos, we're dedicated to providing exceptional experience and service for our guest's whichever platform or venue they visit.
Our ten destinations across the UK and Egypt include the iconic Empire Casino in Leicester Square, and London's newest luxury casino Metropolitan Mayfair. We're a 'Why Not?' brand that likes to challenge the status quo and we're passionate about: looking good, feeling great; keeping our finger on the pulse; doing things with a twist; and being safe hands for our customers and people.
The Role
As a Guest Services Host, you will be the first point of contact for guests, delivering a warm welcome and ensuring a seamless and enjoyable experience. This role involves engaging with guests, managing reservations, supporting events, and driving customer loyalty through proactive outbound communication. You will use CRM tools to connect with customers, promote offers, and meet engagement targets while maintaining high service standards.
Guest Engagement & Front of House Support
- Provide a professional and friendly welcome to all guests, ensuring their experience starts positively.
- Assist guests with directions, reservations, and event information, ensuring they are well-informed and comfortable.
- Actively promote and explain the benefits of loyalty programs and assist guests in signing up.
- Assist with customer requests on the Table, Slot and Electronic gaming products.
- Respond to guest inquiries and concerns, resolving any issues efficiently and professionally.
- Cover front of house services as required.
Outbound Communication & CRM
- Assist the Head of Guest Services by contacting customers via phone, email, and SMS to inform them of promotions, events, and loyalty program benefits.
- Engage with lapsed or inactive customers to reintroduce them to the venue and encourage repeat visits.
- Gather and record guest preferences to enhance personalised service and marketing efforts.
Events & Promotions Report
- Assist in the coordination and execution of events and promotions, ensuring guests are engaged and informed.
- Work closely with marketing and front of house services teams to drive attendance at promotions and special events.
- Maintain an understanding of current offers and promotions, proactively sharing information with guests.
- Promote Metropolitan Gaming and actively seek new member sign-ups for both online and venue.
Customer Relations & Loyalty
- Support the Head of Guest Services in delivering a high standard of customer engagement.
- Assist in managing guest lists for special events, VIP visits, and loyalty program activities.
- Encourage guest feedback and work with the team to continuously improve service.
Operational & compliance responsibilities
- Follow company policies and regulatory guidelines, including responsible gaming and anti-money laundering practices.
- Manage guest communications, including telephone and email inquiries.
- Maintain accurate records of guest interactions and preferences for improved service delivery.
Essential Skills:
- Excellent customer service and interpersonal skills.
- Friendly, professional, and confident in engaging with guests.
- Ability to multitask in a fast-paced environment while maintaining attention to detail.
- Team player with a proactive and positive approach.
- Strong organisational and problem-solving skills.
- Basic proficiency in Microsoft Office and CRM tools.
- Previous experience in a hospitality, front-of-house, sales, or guest services role is desirable.
- Multilingual skills (preferred but not essential).
Please Note: You must be aged 18 or above and have the right to work in the UK. 
