Casino Service Representative

ViziRecruiter,LLC.; 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

Overview

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being.Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—mayvaryby position.Paid time off is earned according to the local policy and increases with the length of employment.

Responsibilities

• Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs.
• Builds relationships with guests and encourages visitation through personalized written correspondence, telephone outreach, and on-property engagement.
• Creates guest loyalty by providing attentive and personalized service throughout the guest experience.
• Assists guests with hospitality arrangements, including hotel rooms, food, beverages, and special requests.
• Maintains knowledge of casino marketing initiatives, player development programs, promotions, amenities, and special events to effectively communicate opportunities and encourage guest participation.
• Provides guests with general information about Zia Park Casino Hotel & Racetrack and responds to questions and inquiries.
• Establishes and maintains effective communication with service departments throughout the property to ensure the needs of high-value players are addressed.
• Leads property tours for guests and groups as needed.
• Utilizes Salesforce (CMS) to document player contacts, guest preferences, follow-up activities, and assigned tasks.
• Completes Salesforce tasks and player follow-up requirements in a timely and accurate manner.
• Reviews monthly performance metrics with leadership and assists in establishing quarterly goals.
• Maintains strict confidentiality of player information, including personal information, contact information, gaming activity, wins and losses, visitation history, and other sensitive guest data.
• Monitors inventory levels of promotional materials and guest amenities and notifies leadership when replenishment or reordering is necessary.
• Attends and assists with the coordination and execution of casino promotions, player events, concerts, and other special events.
• Provides on-property support during promotional and high-volume periods to ensure a positive guest experience.
• Assists the Executive and Casino Host and Marketing leadership with player development initiatives, guest outreach, events, and other departmental needs as assigned.

Requirements

• Must be at least 21 years of age.
• Must be 21 years of age
• High School Diploma/GED or equivalent work experience related to the nature of the position
• Ability to read, write, comprehend, and speak English
• Ability to perform basic mathematical operations such as: addition, subtraction, multiplication, and division
• Physical mobility with reasonable accommodations including ability to push, pull, carry, and lift up to 40 lbs.