A conversation with Park Lane Casino Mayfair Venue Director San Van. By Peter White
Park Lane Casino is located in one of the most exclusive post codes in London. It overlooks Hyde Park. World-renowned Hyde Park Corner is only a four-minute walk away and Green Park is just seven minutes distant. The storied locale has seen some ups and downs since Covid-19 ravaged London’s casino business and Mayfair’s in particular. Park Lane Casino has emerged from the kerfuffles as one of the city’s swankiest and hottest spots. Publisher Peter White sat down with Venue Director San Van. Their conversation has been edited for clarity.
Your location must make it ideal for those that like to enjoy the high life.
London is home to some of the very best casinos in the world and Mayfair is home to many of the highest caliber casinos. Park Lane Casino is a global name in the casino world and operates from the most exclusive post code. We have an international clientele but many of our customers come from the surrounding area and close-by Knightsbridge. We can also boast we are the only casino to have the best views of Hyde Park.
What has been the impact of the fresh, new approach brought in by Metropolitan Group to the Park Lane Casino?
We have a dedicated team offering a high level of personal service and our fresh, new approach has elevated our professionalism to become even more customer-focused. We are able to deliver better offers and events to our customers by leveraging the wider group’s experience and resources.
You have a packed weekly evening roster. Can you explain some of the events you host to our readers?
Our model is customer-centric and we strive to create the most memorable nights for our client base. We offer a five-star dinner menu which changes monthly. Our highly experienced Executive Chef Brahim has nearly 30 years of experience in premium kitchens across Europe. His diverse menu fuses international flavors with Middle Eastern, Mediterranean and Northern African influences. Guests can also enjoy signature cocktails crafted by our expert mixologist, along with the finest whiskies, cognacs and champagnes from around the world.
Guests can experience the finest selection of Cuban cigars or flavored shisha on our outdoor terrace. We host and have become famed for our weekly Arabic parties with the very best of Arabic entertainment in London. They’re hugely popular with our customers, who love the great atmosphere.
Can you provide details on the mix of slot machines and table games?
Our luxury gaming floor is a feast for all the senses, with our world-class offering of classic table games including American roulette, blackjack, baccarat and three-card poker (with two unlimited progressive jackpots). We also offer electronic roulette and 20 slot machines, all linked to major and grand progressive jackpots. Our exclusive gaming terrace includes a private gaming room for those who wish to enjoy a more selective and personal way to play.
Tell us about the recent renovation work, which opened the top floor to what is now a beautiful open-air terrace with views over the park.
We undertook a small refurbishment last spring over the Ramadan period to open a new gaming terrace for our customers to enjoy the spectacular views over Hyde Park whilst gaming with us. We also introduced new electronic products, as well as a new shisha offering.
Are there plans for further renovation on the casino in the years ahead?
We are continually looking for ways to improve the venue and raise the profile of the Metropolitan brand.
What would you say are some of the key aspects of Park Lane Casino that make it one of London’s top gaming venues?
We attract the very best dealers and managers in Mayfair, ensuring we have a highly experienced team of croupiers along with welcoming customer-relations hosts. Our approach is one of welcoming our customers as if they are friends, so that it feels like a home away from home. The venue is situated in a unique location in Mayfair and it’s glamorously designed with a sense of opulence, setting it apart from other London casinos.
The casino’s décor is classic and one you say extremely expensive, so what is the approach to maintaining it whilst insuring its modern appeal?
Luckily we don’t have too many accidents that result in things being broken! We always aim to maintain the highest standards, and constantly update and replace where necessary. If we are updating any of the interior aspects, such as the furniture, we work closely with our design team to maintain the modern feel of the interior but always staying within the brand’s guidelines.
How is footfall at Park Lane Casino post-pandemic? Are the numbers back to pre-Covid levels, and what kind of incentives and privileges have been provided to assist?
Business is the best it has been since 2017, so well before Covid. December 2023 was the busiest December in the 10-year history of Park Lane Club. We offer many benefits and rewards as a brand, through our loyalty program, The Met Card, which is tailored to our customers. We aim to host a variety of memorable events that are meticulously planned and enjoyed by our loyal client base.
Creating an enjoyable, fun, and relaxed environment is an important factor in leisure and entertainment venues. What kind of investment over the years has made into the likes of audio-visual and lighting equipment at Park Lane Casino?
As a brand, we constantly strive to offer our customers the very best experience and products in gaming. We have invested significantly in recent years, for example, installing premium screens for customers to enjoy their favorite sport, from the NFL to the Premier League to Saudi Pro League. We have also been updating the music channels so we can offer different music in different zones of the casino. To complement the atmosphere created from our events, the bar has a fully customizable lighting system that can not only adjust lighting levels, but also create different lighting effects. The piece de resistance is the beautiful, bespoke, unique and hand-made lighting fixture that covers the entire ceiling of the gaming floor.
What are the key factors in your opinion that contribute most to the operation’s success in these competitive times, which involve a whole host of entertainment and leisure alternatives?
The team culture is a hugely important factor, and our leadership team ensures that every member is happy and engaged, which in turn allows them to thrive in the workplace. This has a direct impact on the delivery of outstanding customer service. We have an exceptional, customer-centric team that takes a highly personable approach and ensures our customers are well looked after, feel at home, and are comfortable. Our events are unparalleled — planned to absolute precision to ensure they are memorable for our guests.
Finally San, is there anything you would like to add around the current challenges in hospitality?
There’s a national shortage with chefs. We’re fortunate with our overall hospitality offering to have a full kitchen with professional and hard-working chefs who put customer satisfaction at the heart of what they do. Our head chef has come to know many of our customers personally, since he has worked here and understands how to cater to their needs.
Casino Life Magazine would like to thank Metropolitan Gaming's Park Lane Casino Venue Director San Van and PR Team for all their help and assistance with this exclusive feature for Casino Life Magazine.
*** This exclusive feature interview was originally published in May 2024 edition of Casino Life Magazine Issue 167 ***
