Our Values

The Metropolitan Way

The Metropolitan Way

What is the Metropolitan Way?

It's how we think and act with our customers and as a team.

It's what sets us apart and is based on our brand essence and values.

What we want to be famous for

What we want to be famous for

Our Brand Essence

Why Not?

We challenge the status quo.

We have an innovative spirit.

We give people permission to think and act differently.

We’re carefree, confident, and believe that anything’s possible.

FINGER ON THE PULSE
We capture the heartbeat of our vibrant city locations.

We are in-tune with the needs and aspirations of our customers, employees, investors, and the local community.

We are dynamic, fast-moving, and lead the way in developing the future of multi-channel gaming and hospitality.

HOW WE LIVE OUR VALUES

The business will:
- Keep our eyes open for new trends that could surprise and delight our customers, e.g., AI
- Be aware of new products and ask about them
Venue teams can:
- Communicate with customers – ask them about themselves and pick up conversations next time
- Know your product – understand which games are available on our slots and keep up to date with machine moves and upgrades
- Keep up to date with new promotions and events

WITH A TWIST
We do things differently and challenge the status quo.

We never stand still in our search for fresh, innovative ideas to surprise and delight our customers.

We positively embrace individuality in the personality of our people, the design of our venues, and the tone of our communications.

How we live our values

The business will:
- Always put customers at the heart of everything we do
- Communicate in a way that makes every customer feel special
- Make the customer journey the best it can be
Venue teams can:
- Compliment customers and the team
- Keep on top of maintenance issues
- Put yourself in the shoes of customers as you’re walking around – does anything need tidying, is all POS up to date?

LOOKING GOOD, FEELING GREAT
We know the secret ingredients that make people feel good about themselves.

We create a stylish, contemporary and escapist world in which customers can relax, have fun and indulge themselves.

We put our people centre stage, knowing that their pride and happiness are key to customer satisfaction.

How we live our values

The business will:
- Always put customers at the heart of everything we do
- Communicate in a way that makes every customer feel special
- Make the customer journey the best it can be
Venue teams can:
- Compliment customers and the team
- Keep on top of maintenance issues
- Put yourself in the shoes of customers as you’re walking around – does anything need tidying, is all POS up to date?

IN SAFE HANDS
We treat the safety and security of customers and employees as our No.1 priority.

We act with the highest standards of honesty, integrity and responsibility.

We engender confidence through the knowledge, experience, and professionalism of our people.

How we live our values

The business will:
- Provide the tools to ensure customers have confidence in everything we do
- Provide an informative website
- Follow up customer queries efficiently and professionally
Venue teams can:
- Deal with customer issues/complaints efficiently and proactively
- Ensure the customer compliance journey is as smooth as possible
- Be professional at all times

What's expected from you?

1. Ask your managers

To Support your in your understanding the values and how they relate to you, your behaviours and actions.

2. Hold each other accountable

For upholding the values in your behaviours and actions, whether they are your colleague or manager.

3. Participate in activities

And be an active member of the team in living the brand

4. Enjoy the rewards

When you have demonstrated that your live the values