Player Development Executive

London, England, United Kingdom

12/19/2024

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.

JOB TITLE: Player Development Executive

Are you ready to take your career to the next level at Metropolitan Gaming?

We are actively recruiting for a player development executive to join our team to develop and grow out South Asia business sector.

Join us on our mission at Metropolitan Gaming as we define our position becoming the leading brand in luxury and premium entertainment gaming sectors.

This is your chance to build a rewarding career with a caring company in an exhilarating London location!

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:

• Hourly wage + Salary Enhancement From Midnight + Paid overtime
• 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 incentives
• Financial advice services
• Employee health and wellbeing services
• Virtual GP Services
• Season Ticket Loans
• Employee assistance programme: A confidential helpline providing 24/7 advice and counselling
• Cycle to work scheme
  
  

PLAYER DEVELOPMENT DUTIES

• Develop and grow existing 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.
• 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 CEUK HVC Policy & Procedures.
• Create a Business Development Action Plan and objectives for each calendar month.
• 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.
• Protection of the licensing objectives under the Gambling Act 2005 must be at the fore of all activity carried out in this role.
• Ensure that all activity undertaken in relation to High Value Customers, Facilitators and Independent Agent complies with all applicable CEUK policies and procedures (including those relating to AML, Safer Gambling and the Seven Stars HVC Scheme) and rules of the Casino.
• 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.
• Wholly understand and abide by the Gambling Commission’s HVC Industry Guidance and CEUK HVC Policy & Procedures and effectively inform customers of changes to the Seven Stars 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.
  
  

REQUIRED SKILLS & BEHAVIOURS:

• Demonstrable Casino Hosting experience at a level familiar dealing with Southeast Asian Premium Players.
• Must be commercially driven, computer literate, have excellent communication skills and telephone etiquette.
• Must be observant, enabling ongoing monitoring of customers’ activity, behavior 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 always conduct themselves professionally.
• 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.
  
  

Please Note: You must be aged 18 or over and have the right to work in the UK.