Player Development Executive

London, England, United Kingdom

12/12/2024

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 eleven city 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.

Main Objectives of Role:

The Player Development Executive shall be responsible for international business development of High Value Customers with a bias towards the Indian, Pakistani and Bangladeshi and retrospective local business sector.

In addition to the duties and responsibilities listed the job holder is required to perform such other duties as may be assigned by senior management from time to time.

Main Duties:

• Develop and grow existing business, reactivation of lapsed business and new business in the South Asia business sector.
• Have a full understanding of the Met Card Scheme and benefits and HVC program
• Be responsible for delivering personalised offers, incentives, promotions, and benefits in line with the HVC Scheme.
• Develop a culture of data driven results and incremental revenue via the planning, practice, and successful execution of excellence in customer care, creative messaging, memorable experiences, and customer valued offers.
• Manage assigned High Value Customer trips and be the main point of contact for all High Value Customer accommodation, transportation, hospitality, and casino related requests.
• Create, plan and oversee High Value Customer trips to provincial properties, utilising corporate hospitality (where applicable) on property and external events.
• Establish and assure all business development benchmarks are being achieved whilst doing so in a way that minimizes the risk of the customer or prospective customer experiencing gambling-related harm. This includes but is not limited to acquisition of new business, recovery of decliner and inactive players, identifying and hosting to High Value Customers, comping to High Value Customers and telemarketing or communicating with High Value Customers, always in a manner that is compliant with MGUK HVC Policy & Procedures.
• Create a Business Development Action Plan and objectives for each calendar year.
• To collaborate with the Director of HVC & Business Development to formulate and administer the assigned area's budget.
• To monitor High Value Customer information and compile reports for submission to the Director of Business Development.
  
  

Required Skills

• Demonstrable Casino Hosting experience at a level familiar dealing with Premium Players
• 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.
• Ability to remain calm under pressure and to always fulfil employment duties in a socially responsible manner (including (a) identifying indicators of gambling-related harm and (b) conducting targeted customer interactions in an effective manner).
• Has the ability to think independently in making decisions to maximize customer service experience whilst understanding (a) that commercial pressures must never override regulatory considerations or customer welfare and (b) the need to maintain a full audit trail recording notable events with customers, decisions made and all customer contacts.
• Excellent customer service skills, be well groomed and conduct themselves professionally at all times.
• Effectively manage time and perform multiple tasks simultaneously.
• Excellent at problem solving and has a systematic and process-oriented mind-set to ensure seamless end-to-end customer experiences.
• Proficient with internal customer and casino management systems.
• Have the ability to develop an understanding of casino games, theoretical, actual and comp ratios.
• Multilingual preferred.
  
  

Working Hours:

The minimum hours of work will be 40 hours per week, Actual hours work, and shift patterns will depend on the needs of the business and there will be no entitlement to over-time or compensating time off for hours worked beyond. It should be noted that we operate a 7-day trading, with a possible 24/7, shift pattern which is likely to be reflected undertaking this job role.

Location:

The normal base will be in Metropolitan Mayfair and Park Lane London. You may be required to undertake travel, both domestically and internationally, as part of your normal duties. You may also be required to work at any other of the Company’s establishments should the business warrant it.