Guest Experience & Loyalty Concierge

Metropolitan Gaming; Greater London; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Discounts on travel & retail

Pension scheme

Life insurance

Food & beverage discounts

Season ticket loan

Refer a friend bonus

Job summary

Metropolitan Gaming in the UK is seeking a Customer Relations Executive to be the face of the business, delivering a positive guest experience across our casinos and events. You will answer queries, promote Met Card rewards, and support marketing with guest communications.

This role requires nights, evenings, weekends, and shifts in a 24/7 operation. You will collaborate with marketing and venue teams to drive attendance, loyalty and safer gambling commitments.

Qualifications

• Experience in hospitality, retail or frontline guest service is preferred.
• Strong communication and interpersonal skills with guest-first mindset.
• Willingness to work nights, evenings, weekends and shifts in a 24/7 operation.

Responsibilities

• Act as an ambassador for the casino and provide consistent, polite information and service to guests.
• Be the point of contact for customer queries and support guests regarding the Met Card rewards programme.
• Support the marketing team by informing guests of events, promotions and offers.
• Contribute to development and delivery of casino events and promotions.
• Collaborate with local and central marketing teams to drive attendance and engagement.
• Promote safer gambling practices and uphold relevant policies.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

High school diploma or equivalent

Job description

Metropolitan Gaming in the UK is seeking a Customer Relations Executive to be the face of the business, delivering a positive guest experience across our casinos and events. You will answer queries, promote Met Card rewards, and support marketing with guest communications.

This role requires nights, evenings, weekends, and shifts in a 24/7 operation. You will collaborate with marketing and venue teams to drive attendance, loyalty and safer gambling commitments.