Guest Relations Host - Full Time in Newcastle upon Tyne

As a Guest Services Host, you will be the face of Bally\’s Casino, creating a warm, welcoming, and professional atmosphere for every guest who walks through our doors. Working at the heart of our Guest Services and Front of House operations, you will play a key role in enhancing the customer experience, supporting casino initiatives, and upholding our compliance standards. Please note, we operate 24 hours a day, 7 days a week to provide an exceptional gaming experience for our valued guests. This means that as a member of our team, you may be required to work unsociable hours, including evenings and weekends. So, what will you be doing?

Responsibilities

• Greet and welcome guests with a positive and professional attitude.
• Build rapport and act as the first point of contact between guests and the casino.
• Provide accurate information about casino layout, gaming options, dining, promotions, and events.
• Deliver consistent and knowledgeable customer service aligned with Bally\’s guest standards.
• Apply Challenge 25 procedures and monitor for safer gambling concerns.
• Recognise and report any suspicious activity or policy breaches promptly.
• Handle guest queries in person, over the phone, and via email professionally.
• Assess and resolve guest concerns effectively and empathetically.
• Maintain patience and composure when dealing with challenging situations.
• Develop a good understanding of table games, slot machines, and other offerings.

Qualifications

• Previous customer service experience in a front-facing role (hospitality, retail, or gaming preferred).
• Excellent communication skills – both verbal and written.
• Strong understanding of customer care principles and a passion for delivering service excellence.
• Basic understanding of casino operations and gaming terminology (desirable but training can be provided).
• Confidence in using Microsoft Office, CRM systems, and internal databases.
• Friendly, professional, and positive attitude.

About Bally\’s

Bally\’s Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally\’s Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

Equal Opportunities

At Bally\’s, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower. We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.