Hosting a major poker festival is no small feat, and when I sat down with Debbie Johnston, General Manager of Grosvenor Casino Merchant City, it was immediately clear that her passion for the game and the event extended far beyond the usual marketing talk. You could see it in her face and hear it in her voice. Her enthusiasm for running a live poker event and her excitement about hosting an 888poker LIVE festival in Glasgow for the first time were absolutely genuine. Over the course of a lovely 20-minute conversation, she shared her insights on what it takes to run a successful casino operation, the preparations that go into hosting a major poker festival, and the aspects of the game she loves most.
How long have you been working with Grosvenor, and when did you assume your current role?
I’ve been with Grosvenor for 14 years. Before that, Grosvenor acquired a company I had worked for over 20 years, so I’ve been in the industry for about 35 years now. Over the years I’ve dealt every game in the casino, from poker to table games, before transitioning into management. I’ve been the General Manager of Grosvenor Merchant City for 14 years now.
How far back does your relationship with poker go, and what do you love most about the game?
Poker and I go back about 25 years. I spent around three years dealing poker, and the casinos I’ve managed in Glasgow and Edinburgh have all had poker rooms. What I love most about poker is the players. The characters are so different from those who play other table games or slots.
Poker attracts a diverse group of people, each with their own playing style. I love hearing their stories. They’re passionate about every hand, win or lose, and they love sharing the details. Listening to those stories is something I truly enjoy because it means so much to the players.
Poker is part skill and part luck. The skill lies in reading other players, which to me is one of the most fascinating aspects of both the people and the game itself.
What does your role consist of, and how would you describe a typical day at Grosvenor Casino Merchant City?
It’s hard to call any day “typical” in a casino. My main focus is taking care of my team and our customers. We strive to ensure a top-notch experience from the moment a guest considers visiting us. Whether they’re here for poker, slots, dining, or even just to watch sports, we want to deliver the best possible service.
We also work to keep our electronic gaming products up to date and provide value to our poker players through strong cash game and tournament offerings. Of course, there are administrative tasks as well, but everything ultimately boils down to customer and team satisfaction.
As for my team, it’s important to acknowledge their hard work. A simple “great job” goes a long way, and we also provide small rewards or vouchers for exceptional performance. Recognizing the team’s efforts ensures they stay motivated and engaged.
How do you gather customer feedback, and what do you do with it?
Customer feedback is a core part of our operations. We actively encourage guests to submit online reviews. Whether the feedback is positive or highlights areas for improvement, we value it all. If there’s a shortfall, we work to make things better.
For major poker festivals, we send out detailed feedback forms to every player who provides an email address. We want to hear what they enjoyed and what they’d like to see improved.
Events like 888poker LIVE Glasgow require extra preparation. How far in advance did you start, and what goes into making sure everything runs smoothly?
We started preparing in November, as soon as 888poker selected us as a 2025 destination. Since this was Glasgow’s first time hosting an 888poker LIVE festival, I was thrilled!
First, the 888poker team visited to ensure our venue was suitable. Once they confirmed the dates, we held multiple meetings to assess the additional business expected during the 10-day festival. Our priority was ensuring an outstanding experience for every guest, so we worked to anticipate attendance and adjust accordingly.
We wanted to ensure that guests wouldn’t have to wait for anything, from finding a poker seat to getting a drink at the bar. I also met with General Managers from other Grosvenor locations, like Coventry, to learn from their experiences. Their insights were invaluable in helping us prepare.
With attendance fluctuating each day, how do you ensure you have enough staff on hand without being overstaffed?
We always err on the side of caution. We’d rather have too many staff members than not enough. The last thing we want is for the player experience to suffer due to being understaffed. Whether it’s poker tables, the bar, or reception, we want everything to run smoothly.
There’s a traveling team of event staff (agency team) that works at Grosvenor Poker stops across the UK. Folks such as Dena Hassan on the registration desk side and Phil “the Tower” Heald and Jay Harwood on the commentating side, for example. Does your regular team undergo any special training for big festivals?
The agency team primarily manages the tournaments during the festival, while my regular team handles cash games, though there’s some overlap. Good communication between both teams is essential. We focus on ensuring seamless collaboration so that everyone knows their role and works together efficiently.
What has your experience been like working with the 888poker team?
The 888poker team has been fantastic, extremely professional and detail-oriented. I appreciate their strong communication, both with me and my managerial team. Since I can’t be here 24/7, knowing that they’re keeping my team informed makes my job much easier.
They’ve obviously run their 888poker LIVE events so many times before, so their expertise has been incredibly helpful. Everything they said they would do has happened exactly on schedule. So far, everything has been running smoothly.
Besides attendance, how do you measure the success of a festival like 888poker LIVE Glasgow?
For me, it always comes back to customer service. While the poker numbers matter as does the bottom line, we also want to ensure our regular casino guests feel just as valued.
After the event, we’ll assess what went well and where we can improve. Whether it’s poker-related or not, we’re always looking to refine our operations based on player feedback and our own experiences during the festival.
Conclusion
As the event has gotten underway and will slowly build to the crescendo of the Main Event final table over the next week, it’s clear that the dedication and preparation put in by Debbie Johnston and her team have set the stage for a memorable festival. From meticulous planning to ensuring every player and guest has an exceptional experience, the passion and effort behind the scenes are evident. With a strong commitment to customer service and an eye toward continuous improvement, Grosvenor Casino Merchant City is poised to make 888poker LIVE Glasgow a standout stop on the poker calendar.
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