Mark Hands

Mark Hands is the Director of Food, Beverage, & Hospitality at Metropolitan Gaming. He oversees the food and drink operations and the overall hospitality experience. Mark brings extensive experience in managing high-quality service and creating exceptional guest experiences in the gaming and hospitality industries. He specializes in project management, brand integration, new business development, and site development. He has a strong passion for creating and delivering exceptional customer experiences in the hospitality and gaming industry. Together with that, he boasts of a proven track record that includes driving strategic development, managing teams, and ensuring regulatory compliance across multiple venues and regions.

Career Overview

Mark Hands began his career in the hospitality industry at Swallow Hotels. He worked as a Restaurant Supervisor and then as a Restaurant Manager from January 1992 to March 1993. After that, he spent a year at Hambleton Hall, a Michelin-starred restaurant in the Midlands, as a Chef De Rang. Then, in 1995, he joined Britannia Hotels as a Food Services Manager at Bosworth Hall Hotel. He managed two hotel restaurants, one fine dining and one carvery, at the 192-bedroom hotel. After that, he moved to Choice Hotels International in 1997 as Deputy GM in Nottingham. He oversaw the daily operations of a 70-bedroom hotel, including HR duties.

From 2001 to 2003, he continued with Choice Hotels as Deputy GM at their Loughborough location, managing a 94-bedroom hotel with significant meeting and event facilities. He was promoted to GM in 2003 and managed the Comfort Hotel Nottingham until 2005. In December 2005, Hands became Operations Manager and Acting General Manager at Village Hotels. He managed a health club with 5,500 members and a busy food and beverage operation. In March 2007, he moved to Thistle Hotels as GM, managing an 182-bedroom city centre hotel with extensive banqueting facilities. However, he did not stop there.

In April 2008, he joined DoubleTree by Hilton as Group General Manager near Bristol. He achieved planning permission for a difficult area, managed a 60-bedroom extension, launched a Marco Pierre White restaurant, and rebranded the hotel. His efforts earned the property several awards. Following that, in November 2011 he became Venue Director at Alea Nottingham. He managed a casino and bars and received recognition for his community contributions, including titles such as Ambassador of Nottingham and the Green Apple Award.

In November 2015, Hands joined Caesars Entertainment UK as Venue Director of Manchester235, an entertainment complex with a casino and two renowned restaurants. He focused on team operations and exceptional customer experiences. In January 2017, he became Managing Director of Emerald Resort & Casino in South Africa. He managed all areas of the business, achieving year-on-year growth despite the challenges of the COVID-19 pandemic. The resort offered a diverse range of amenities, including a casino, multiple restaurants, an aquadrome, a bowling alley, an arcade, a zoo, and a safari park.

Finally, in December 2022, Hands joined Metropolitan Gaming as Venue Director and Regional Development Director, overseeing Alea Casino in Glasgow. He managed regulatory processes, team management, and customer experience at the casino. In April 2024, he was appointed Group Director of Food, Beverage & Hospitality at Metropolitan Gaming. He oversees dining and beverage operations across eight UK venues. His role includes managing teams, ensuring food and service quality, handling budgets, developing menus, maintaining inventory, and ensuring compliance with health and safety regulations.

His Achievements

Hands has received several awards for his work in hospitality and community development. In December 2019, he was honored with the Gold Bridge Builders Award by Vaal Explorer for promoting inclusivity at Emerald Resort & Casino. In January 2014, Experience Nottinghamshire named him the International Ambassador of Nottingham for his efforts in promoting the city. He was also awarded the Community Ambassador title by Nottingham Civic Office in January 2013 for his community development work.