Gaming Supervisor

Metropolitan Gaming; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Service charge and tips

Discounts across venues

Company pension scheme

Life insurance cover

Season ticket loan

Cycle to work scheme

Refer a friend bonus

Job summary

Metropolitan Gaming is looking for a Gaming Supervisor who can provide exceptional customer service and oversee gaming activities. You will ensure compliance with gaming laws, monitor customer interactions, and support a safe gaming environment.

Applicants should hold a valid Personal Management Licence, have in-depth knowledge of gaming operations, and possess strong leadership abilities. Join our team and contribute to creating a vibrant atmosphere where everyone can thrive.

Qualifications

• Holds a valid Personal Management Licence.
• Detailed knowledge of NEON and AML/SG policy.
• Exceptional customer service skills are required.

Responsibilities

• Oversee gaming activity ensuring compliance with relevant legislation.
• Monitor customer play and intervene when required.
• Run casino operations in the absence of a Casino Manager.

Skills

Customer service

Gaming supervision

Knowledge of NEON

Leadership

AML/SG policy knowledge

Casino operations management

Training new dealers

Education

Valid Personal Management Licence

Job description

About Us

Metropolitan Gaming is about more than the games or the buzz of the venue.

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:

• Service charge and tips
• 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

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, interreact 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. In doing so interact or upscale where required in relation to Know Your Customer requirements, source of funds and enhanced due diligence.
• 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

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