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.

THE ROLE

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.

Through training and development be able to take on multiple dealing and gaming roles throughout the venue as and when required by management.

• The dealer must maintain control of the game when dealing.
• The dealer must shuffle the cards, spin the wheel, or deal the cards but will also calculate and pay winning bets, change cash into house chips and take losing bets.
• The dealer will change chip colours for the players as well as answer questions and at times provide guidance on the rules of the game.
• In addition to the traditional dealer responsibilities, our Dealers provide entertainment and hospitality to customers, and the quality of a dealer’s customer service contributes to the venues and company’s success.

MAIN DUTIES:

• Always maintain a positive and upbeat attitude.
• Acknowledge players when they arrive at the tables.
• Remain patient and polite with customers even in times of disagreement and dispute.
• Advise customers on how the MetCard loyalty programme works, always ask customers for their loyalty card, and encourage the using of it.
• Deal all games in accordance with procedures including “The Rules of the Game” and the Gaming Manual.
• Conduct game commentary in a manner that keeps colleagues and customers clearly informed of their actions, is fully audible and provides clarity and guidance to all.
• Inform a manger when a customer persistently displays behaviours associated with a “Problem Gambler”.
• Maintain awareness of customer body language which might indicate collusion or misconduct and immediately report any suspicions to a supervisor.
• Work to continually improve technical skills to improve the efficiency of games.
• Complete all Metropolitan Gaming’s mandatory training.
• Attend meetings, training workshops and other communication events as and when requested.
• Assist other dealers by conducting informal coaching when the opportunity arises.
• Immediately report any concerns regarding the security of the games to a Gaming Supervisor or senior team member.
• Regularly check all the gaming equipment on the tables that are allocated to open, determining that the table is fit for purpose and report it if not.
• Report all incidents regarded as suspicious as defined by the AML training.
• Uphold the company’s commitment to the protection of young and vulnerable people, in accordance with the company’s responsible gambling policy and procedures.