Casino Player Services Manager — Guest Experience Leader

Bally's Corporation; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

$7 Daily Employee Parking

Job summary

Bally’s Corporation is seeking a Supervisor for Player Services in Illinois to lead the team, ensure regulatory compliance, and deliver exceptional guest experiences in a casino setting.

The role requires 2+ years of supervisory and casino experience, knowledge of table games and slots, and ability to obtain an Illinois Gaming Board license. Availability nights, weekends, and holidays is a must.

Qualifications

• Must have at least 2 years supervisory experience.
• Must have at least 2 years experience in a casino environment.
• Must have working knowledge of table games and slot machines.
• Excellent written, analytical and verbal communications skills are required.
• Must have open work availability to work nights, weekends, and holidays.
• Must be able to obtain and maintain a gaming license issued by the Illinois Gaming Board.
• Ability to lead by setting a professional example and mentoring skills.
• High-level public relations and customer service skills are required.
• Must have a high school diploma or equivalent.
• Must be 21 years of age or older.

Responsibilities

• Perform duties related to the Illinois Gaming Board Statewide Voluntary Self-Exclusion Program and maintain strict regulatory compliance.
• Support a service-driven culture by ensuring every guest interaction reflects Bally’s commitment to excellence.
• Coordinate with Marketing and other departments to ensure successful execution of promotions and events.
• Issue player cards and perform Player Services functions in accordance with Illinois Gaming Board regulations.
• Ensure compliance with company policies, procedures, regulatory requirements, and organizational goals.
• Execute marketing promotions, events, drawings, and special programs to drive guest engagement.
• Issue complimentary offers to guests based on established play levels and company guidelines.
• Respond to escalated guest concerns and service issues in a professional and timely manner.
• Select, train, coach, and develop team members to support performance and growth.
• Directly manage and lead the Player Services team.
• All other duties as assigned.

Skills

Leadership

Written communication

Verbal communication

Analytical thinking

Customer service

Public relations

Education

High school diploma or equivalent

Job description

Bally’s Corporation is seeking a Supervisor for Player Services in Illinois to lead the team, ensure regulatory compliance, and deliver exceptional guest experiences in a casino setting.

The role requires 2+ years of supervisory and casino experience, knowledge of table games and slots, and ability to obtain an Illinois Gaming Board license. Availability nights, weekends, and holidays is a must.