Venue Experience Manager

The Rank Group; Reading; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading casino operator in Reading is seeking a Venue Experience Manager to ensure efficient operation and enhance customer experience. The ideal candidate will have strong leadership skills, a passion for customer service, and experience in a multi-functional service business. This role offers competitive compensation and various employee benefits, including a pension scheme and training opportunities.

Benefits

Competitive annual salary

Tips

Paid breaks

28 days holiday

Pension contribution

Life insurance

Long service awards

Online learning access

Team uniform

Retail discount scheme

Employee assistance programme

Food and soft drink discounts

Qualifications

• Proven experience managing teams in a service-oriented environment.
• Strong ability to motivate and develop team members.
• PML required, background in gaming preferred.

Responsibilities

• Oversee daily operations to ensure smooth function.
• Support employee engagement and hiring processes.
• Manage customer feedback to enhance venue experience.
• Drive local marketing initiatives and team collaboration.

Skills

Leadership skills

Customer service excellence

Attention to detail

Job description

Company Description

Join Us at Grosvenor Casinos

At Grosvenor Casinos, we don’t just offer a place to work - we offer a place to belong.

Our casinos sit at the heart of communities across the UK. They’re more than venues - they’re vibrant, welcoming spaces where people come together to play with purpose, relax with friends, and enjoy brilliant food, drink, and entertainment. And right now, we’re on an exciting journey of growth - to become the UK's most loved casinos.

That’s where you come in.

As a valued team member, you'll receive the following benefits:

• Competitive annual salary
• Tips: Receive a share of uncapped tips
• Paid breaks
• Holiday Entitlement: 28 days of holiday to relax and recharge (Based on full time contracts)
• Legal & General Pension Scheme: We contribute 3% to your pension.
• Life Insurance: Coverage provided for peace of mind
• Long Service Awards: Celebrate your career milestones with us
• Online learning: Access supplementary online courses to enhance your skills
• Uniform: We provide a free team uniform
• Retail Discount Scheme: Enjoy discounts and offers at selected retailers
• Employee Assistance Programme: Access to support and resources whenever you need them
• Food and Soft Drinks Discounts

Grosvenor Casino, Reading South (Rose Kiln Ln, Reading RG2 0SN)

Do you have a passion for customer service excellence and proven experience of managing teams; leading, supporting and developing a highly engaged workforce and a high performing culture?

If yes – you’ll want to read on…

Our Reading South Casino have an exciting new opportunity for an experienced Venue Experience Manager to support the General Manager and venue management team in the delivery of an efficient operation that excites and entertains our customers.

As our Venue Experience Manager, you will be responsible for:

• Oversee reception and facilities management to ensure smooth day-to-day operations.
• Support people processes including communications, employee engagement, recruitment, onboarding, induction, and training.
• Provide oversight of food and beverage (F&B) operations within the venue.
• Take ownership of player protection responsibilities, ensuring compliance and safeguarding standards are met.
• Coordinate responses to customer feedback and use insights to develop action plans that enhance the customer experience.
• Execute local marketing initiatives, including promotions and social media activity.
• Drive employee engagement by managing periodic opinion surveys—reviewing results, sharing feedback with teams, and developing action plans to track progress.
• Organise and lead team forums to encourage collaboration and open communication.
• Act as, or support, the venue’s culture champion to promote a positive and inclusive workplace.
• Ensure consistent compliance with company standards, including uniform, customer service, and respectful workplace behaviours.

Qualifications

Outside of being a great leader with a passion for people, you will be able to demonstrate previous success in dealing with customers in a multi-functional complex service business.

As you’ll be managing a team; you’ll need strong leadership skills with the ability to coach, motivate and develop, paired with extremely high attention to detail and ability to demonstrate best in class customer service.

A PML will be required, and a background in gaming would be strongly preferred.

Why Join Us?

Because your skill deserves the right setting.

• A Salary That Reflects Your Value - We know talent when we see it — and we reward it. You’ll earn a competitive salary that recognises your contribution from day one.
• A Rewards Package That Goes Further - From team competitions and bonuses to staff perks, we believe in making work both fulfilling and rewarding.
• A Warm Welcome That Sets You Up to Win - Our induction isn’t just a process — it’s a real welcome. You’ll get the support and confidence you need to hit the ground running.
• Work That Means Something - You’ll have the chance to shape the way we do things, take part in exciting projects, and see your ideas make a real difference.
• A Culture That Puts People First - We’re proud to support and look out for each other. It’s part of who we are — and why people stay.
• A High Standard, Shared Together - We set the bar high because we care — but we do it as a team, not in competition. When one person wins, we all do.
• Real Support for Your Growth - Whether you’re new to the industry or ready to take the next step, we’re here to help you develop and grow.

Be Part of What’s Next

If you're looking for more than just a job - if you want to be part of a team that values passion, performance and care - we’d love to hear from you.

We’re building something special at Grosvenor Casinos. Join us and be part of it.

We’re for Everyone

At Grosvenor Casinos and The Rank Group, we’re committed to creating a workplace that’s welcoming and inclusive. If you need any adjustments as part of your application or interview, just let us know - we’re happy to help.

Please be advised that this role operates within a 24/7 casino environment and will require flexibility to work night shifts and weekends.

Candidates must be 18 years of age or older and have the legal right to work in the UK.