Hosting Operations Manager

As an Operations Manager (Hosting) at Grosvenor Casinos, you will support the General Manager in overseeing all casino operations, focusing on gaming efficiency and enhancing customer experience. This multifaceted role involves ensuring smooth operations, regulatory compliance, staff management, and proactive customer service to create an inviting and entertaining environment. You will drive the mission to make Grosvenor Casinos the UK's most loved, demanding leadership, operational skills, and a passion for exceptional entertainment.

Must Have

• Previous leadership experience and success in frontline customer service.
• Hold a current PML License.
• Proven track record in leading a team and communicating high standards.
• People-focused with a passion for delivering first-class customer experiences.
• Demonstrate an inclusive leadership style.
• Able to demonstrate company values and correct behaviours.
• Flexibility to work night shifts and weekends in a 24/7 casino environment.
• Must be 18 years of age or older and have the legal right to work in the UK.

Perks & Benefits

• Competitive annual salary
• Share of uncapped tips
• Paid breaks
• 28 days of holiday entitlement
• Legal & General Pension Scheme (3% employer contribution)
• Life Insurance coverage
• Long Service Awards
• Access to supplementary online learning courses
• Retail Discount Scheme
• Employee Assistance Programme
• Food and Soft Drinks Discounts
• Team competitions and bonuses
• Support for growth and development

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
• 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

Job Description

As an Operations Manager (Hosting) you’ll support the General Manager in running all aspects of the Casino. This is a multifaceted role that involves a deep commitment to both the efficiency of gaming operations and the enhancement of customer experience.

You’ll ensure that every aspect of the Casino operates smoothly and in alignment with the Grosvenor Business Plan. This involves overseeing gaming activities, ensuring compliance with regulations, and managing staff to uphold high standards of service and experience.

Additionally, your responsibilities extend to the overall customer hosting experience, requiring a proactive approach to customer service, problem-solving, and the ability to create an inviting and entertaining environment for guests, ensuring we drive our mission forward as the most loved Casinos in the UK.

This role demands a blend of leadership, operational management skills, and a genuine passion for delivering exceptional entertainment experiences. The ultimate goal is to maintain an atmosphere that entices customers to return time & time again – ultimately delivering our purpose to Excite and Entertain.

Qualifications

• Have previous leadership experience and be able to demonstrate previous success in dealing with customers in a frontline service business
• Hold a current PML License
• Have a proven track record and ability to lead a team of people and communicate the standards and targets for a successful multifunctional business at a very high level
• Be people focused with a passion for delivering first class customer experiences
• Demonstrate an Inclusive people leadership style recognising team members and stakeholders for their individuality.
• Be able to demonstrate the company values and correct behaviours in everything you do

Additional Information

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.