Manager - Player Services

Casino and•Chicago, IL

About The Position

The Manager - Player Services directly manages and leads the Player Services team, ensuring regulatory compliance and delivering service aligned with Bally’s commitment to excellence. The role supports the Illinois Gaming Board Statewide Voluntary Self-Exclusion Program and oversees player-card issuance and other Player Services functions in accordance with Illinois Gaming Board regulations. The manager coordinates with Marketing and other departments to execute promotions, events, drawings, and special programs that encourage guest engagement. The role also handles escalated guest concerns, issues complimentary offers according to established play levels and company guidelines, and selects, trains, coaches, and develops team members. Other duties may be assigned. Duties and responsibilities may change at any time with or without notice.

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 guest interactions reflect Bally’s commitment to excellence.
Coordinate with Marketing and other departments to execute promotions and events successfully.
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 based on established play levels and company guidelines.
Respond professionally and promptly to escalated guest concerns and service issues.
Select, train, coach, and develop team members.
Directly manage and lead the Player Services team.
Perform other duties as assigned.