Casino Service Representative

Zia Park Casino; Hobbs (NM); On-site; USD 38,970,000 - 52,724,000; Full time

Job summary

Zia Park Casino in Hobbs, NM is seeking a guest-service oriented team member to help greet guests, answer questions, and drive engagement. You will build relationships, promote casino programs, and support event coordination.

Responsibilities include handling hotel and dining requests, promoting promotions, and documenting guest interactions via Salesforce. The role emphasizes confidentiality and high-value guest care.

Qualifications

• Excellent guest service and interpersonal skills.
• Ability to multi-task and manage guest follow-ups.
• Strong verbal and written communication in English.

Responsibilities

• Provide outstanding guest service and promote company standards.
• Build relationships with guests and encourage visitation through personalized outreach.
• Assist guests with hotel, food, beverages, and special requests.
• Maintain knowledge of promotions, amenities, and events to inform guests.
• Document guest contacts and preferences in Salesforce and complete follow-ups.
• Collaborate with departments to meet high-value guest needs.
• Lead property tours and assist with events as needed.

Skills

Guest service

Relationship building

Communication

Phone outreach

Education

High School Diploma/GED

Tools

Salesforce

Job description

WE LOVE OUR WORK.

The following and other duties may be assigned as necessary:

• 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.

WE LOVE OUR WORK.

The following and other duties may be assigned as necessary:

• 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.

BRING US YOUR BEST.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 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.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.

Employee could be exposed to an environment containing unrestricted secondhand tobacco smoke.

STARTING SALARY

$16.00 Hr.