Cage & Guest Services Shift Lead — Guest Experience & Ops

Zia Park Casino; Hobbs (NM); On-site; USD 41,000 - 50,000; Full time

Job summary

PENN Entertainment in the United States is seeking a supervisor for player services and mutuels to oversee a shift and ensure smooth daily operations. You will coordinate schedules, monitor performance, and uphold compliance with internal controls and guest service standards.

This role requires strong communication, budgeting awareness, and the ability to respond to guest inquiries. A 21+ age requirement and casino environment experience are typical, with a starting salary of $45,000 per year.

Qualifications

• Strong written and verbal communication skills are required.
• Proficiency with Microsoft Office applications, email, databases, spreadsheets, and word processing software.
• Ability to read and interpret documents and operate standard office machines.

Responsibilities

• Supervise player services and mutuels staff and manage a designated shift.
• Create effective schedules while controlling labor costs and ensuring guest satisfaction.
• Investigate variances, internal control violations, and reporting requirements.
• Assist in budgeting processes and ensure compliance with budget initiatives.
• Provide superior customer service and enforce department standards and CTR/SARC procedures.

Skills

Communication skills

English proficiency

Customer service orientation

Detail oriented

Education

AA degree or equivalent

Tools

Microsoft Office

Job description

PENN Entertainment in the United States is seeking a supervisor for player services and mutuels to oversee a shift and ensure smooth daily operations. You will coordinate schedules, monitor performance, and uphold compliance with internal controls and guest service standards.

This role requires strong communication, budgeting awareness, and the ability to respond to guest inquiries. A 21+ age requirement and casino environment experience are typical, with a starting salary of $45,000 per year.