Updated

Mark Hands

British

Director of Food, Beverage & Hospitality
Metropolitan Gaming

Mark Hands is an experienced hospitality and gaming industry veteran with over 36 years of experience. Currently, he serves as the Director of Food, Beverage & Hospitality at Metropolitan Gaming, overseeing dining and beverage operations across eight UK venues. Hands specialties include project management, brand integration, new business development and site development.
Education
  • Grantham College of Further Education
    1988-1990

MAJOR ACHIEVEMENTS

Hands has been recognised with multiple awards for his contributions to the hospitality industry and community development. Notably, he was honoured with the Gold Bridge Builders Award by Vaal Explorer in December 2019 for his work in fostering inclusivity across ethnic and social groups at Emerald Resort & Casino. In January 2014, he was named the International Ambassador of Nottingham by Experience Nottinghamshire, acknowledging his efforts in promoting the city. Additionally, he was awarded the Community Ambassador title by Nottingham Civic Office in January 2013 for his community development initiatives. 

EMPLOYMENT

Hands began his career in the hospitality industry with Swallow Hotels, where he worked as a Restaurant Supervisor and later as a Restaurant Manager from January 1992 to March 1993. He then spent a year at Hambleton Hall, a Relais & Châteaux hotel in the Midlands, working as a Chef De Rang in its Michelin star restaurant. 

In 1995, Hands joined Britannia Hotels as a Food Services Manager at Bosworth Hall Hotel. Over the next two years, he was responsible for running two hotel restaurants, one fine dining and one carvery operation, at the 192-bedroom hotel. 

Hands' career progressed when he joined Choice Hotels International in 1997 as a Deputy GM in Nottingham. He managed the day-to-day operations of the 70-bedroom hotel, including HR responsibilities.  

From 2001 to 2003, he continued with Choice Hotels as a Deputy GM at their Loughborough location, overseeing a 94-bedroom hotel with significant meeting and event facilities. He was promoted to GM in 2003, a position he held until 2005, managing the Comfort Hotel Nottingham during a competitive period in the industry. 

In December 2005, Hands became the Operations Manager and Acting General Manager at Village Hotels, where he managed a health club with 5,500 members and an active food and beverage operation. He then moved to Thistle Hotels in March 2007 as GM, managing a 182-bedroom city centre hotel with extensive banqueting facilities. 

In April 2008, Hands joined DoubleTree by Hilton as Group General Manager near Bristol. During his three-year tenure, he achieved planning permission for a difficult area, managed a 60-bedroom extension project, launched a Marco Pierre White restaurant and rebranded the hotel. His efforts earned the property several awards, including Best Large Hotel in The Southwest and Best Employer in The Southwest. 

In November 2011, Hands became the Venue Director at Alea Nottingham, a venue with a casino and bars. During his tenure, he was recognised for his community contributions, receiving titles such as Ambassador of Nottingham and the Green Apple Award for environmental awareness. 

Hands joined Caesars Entertainment UK in November 2015 as Venue Director of Manchester235, an entertainment complex featuring a casino and two renowned restaurants. He managed team operations and focused on delivering exceptional customer experiences.  

In January 2017, he became the Managing Director of Emerald Resort & Casino in South Africa. There, he was responsible for all areas of the business, from operations to strategic development. Despite the challenges posed by the COVID-19 pandemic, he achieved year-on-year growth in most sectors. The resort boasted diverse offerings, including a casino, multiple restaurants and bars, an aquadrome, a bowling alley, an arcade, a zoo and a safari park. 

In December 2022, Hands transitioned to Metropolitan Gaming as Venue Director and Regional Development Director, overseeing Alea Casino in Glasgow. He managed regulatory processes, team management and customer experience delivery at the modern casino, which features numerous gaming tables, electronic roulette terminals, slot machines, a restaurant and the largest poker room in Scotland. 

In April 2024, Hands was appointed Group Director of Food, Beverage & Hospitality at Metropolitan Gaming. In this newly created role, he is responsible for the dining and beverage operations across eight venues in the UK. His responsibilities include managing team members, ensuring food and service quality, handling budget and financial planning, developing menus, maintaining inventory and ensuring compliance with health and safety regulations. 

 

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