Guest Relations Host

Who we are

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.

With 10,600 employees, the Company\’s casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, IL, and a land-based casino near the Nittany Mall in State College, PA, Bally\’s will own and/or manage 16 casinos across 11 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana.

Well, what about the team?

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?

• 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.
• Operate internal systems confidently and maintain accurate guest records.

And what are we looking for?

• 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.

DNA / Values

At Bally’s, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do! We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

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

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