Casino Guest Experience Specialist

PENN Entertainment, Inc.; Hobbs (NM); On-site; USD 40,000 - 64,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

PENN Entertainment is seeking a guest-focused hospitality professional to support loyalty, concierge, and events within a casino environment. The role emphasizes outstanding guest service, guest engagement, and coordinating hotel, dining, and promotional experiences.

You will document guest interactions in Salesforce, participate in promotions, and collaborate with marketing and casino teams to enhance the guest experience while maintaining confidentiality.

Qualifications

• High school diploma or GED or equivalent work experience.
• Ability to read, write, comprehend, and speak English.

Responsibilities

• Provide superior guest service in line with department and company standards.
• Build guest relationships through written correspondence, telephone outreach, and on-property engagement.
• Create guest loyalty by delivering attentive and personalized service throughout the guest experience.
• Assist guests with hospitality arrangements, including hotel rooms, food, beverages, and special requests.
• Maintain knowledge of promotions, amenities, and events to communicate opportunities and drive participation.
• Communicate information about Zia Park Casino Hotel & Racetrack and respond to inquiries.
• Coordinate with service departments to meet high-value guest needs.
• Lead property tours for guests and groups as needed.
• Document guest contacts and preferences in Salesforce and complete follow-ups.
• Review monthly performance metrics and assist in quarterly goal setting.

Skills

Guest service

Communication

English language

Education

High School Diploma/GED

Tools

Salesforce

Job description

PENN Entertainment is seeking a guest-focused hospitality professional to support loyalty, concierge, and events within a casino environment. The role emphasizes outstanding guest service, guest engagement, and coordinating hotel, dining, and promotional experiences.

You will document guest interactions in Salesforce, participate in promotions, and collaborate with marketing and casino teams to enhance the guest experience while maintaining confidentiality.