RACING SERVICES LIAISON - SEASONAL

Sam Houston Race Park Ltd.; Houston (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Sam Houston Race Park, part of PENN Entertainment, is seeking a Racing Services Liaison to welcome guests and assist with wagering at Bet Central Desks and remote locations. You will apply knowledge of live racing and pari-mutuel wagering to help guests understand programs, post times, and betting options while upholding policies and a high standard of service.

This role emphasizes clear communication, guest satisfaction, and collaboration with Player Development, Mutuel, and Guest Services

Responsibilities

• Provide friendly, professional customer service at Bet Central Desks and remote wagering locations.
• Explain wagering options and racing information, post times, and programs to guests.
• Ensure guest understanding of self-service wagering options and available locations.
• Maintain knowledge of live racing and pari-mutuel wagering while following policies and regulations.
• Collaborate with Player Development, Racing Services, Mutuel, and Guest Services to deliver a seamless guest experience.

Job description

Introduction

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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—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Responsibilities

The Racing Services Liaison serves as a key point of contact for guests at Sam Houston Race Park, providing exceptional customer service and assistance with racing, wagering, and betting-related questions. This position is responsible for staffing the Bet Central Desks and designated remote wagering locations throughout the property, helping guests navigate the wagering experience and ensuring they have the information and support needed to enjoy their visit.

The Racing Services Liaison should have a strong understanding of live racing, pari-mutuel wagering, betting terminology, and Sam Houston Race Park wagering offerings. The ideal candidate is approachable, knowledgeable, confident speaking with guests, and comfortable assisting both experienced bettors and guests who may be new to horse racing.

This position works closely with the Player Development Manager, Racing Services team, Mutuel Department, Guest Services, and other operational departments to provide a seamless guest experience.

Guest & Wagering Assistance

• Provide friendly, professional, and knowledgeable customer service to racing guests.
• Assist guests with general wagering questions, betting terminology, racing information, and navigating the wagering process.
• Explain various wagering options and assist guests in understanding how to place wagers.
• Help guests understand race programs, betting slips, wagering windows, self-service wagering options, and available betting locations.
• Assist guests who may be unfamiliar with horse racing or pari-mutuel wagering.
• Answer questions regarding racing schedules, post times, programs, simulcast racing, and wagering information.
• Direct guests to the appropriate department or team member when questions fall outside the scope of the position.

Compliance & Operational Responsibilities

• Follow all applicable Texas Racing Commission, PENN Entertainment, and Sam Houston Race Park policies and procedures.
• Maintain awareness of wagering regulations and age requirements.
• Follow all responsible gaming policies and procedures.
• Protect the integrity and confidentiality of guest and wagering information.
• Never provide guests with guaranteed outcomes, inside information, or inappropriate betting advice.
• Immediately report suspicious activity, operational concerns, or policy violations to management.
• Complete required training and maintain any required certifications or licenses.
• Perform other duties as assigned by the Player Development Manager or management team.

Guest Experience

• Create a welcoming and engaging environment for all racing guests.
• Build positive relationships with frequent guests while providing consistent service to new visitors.
• Recognize opportunities to enhance the overall guest experience and communicate feedback to management.
• Handle guest concerns professionally and elevate issues when necessary.
• Maintain a professional appearance and demeanor consistent with Sam Houston Race Park and PENN Entertainment standards.
• Support special racing events, promotional activities, and high-attendance racing days as assigned.

Requirements

Preferred

• Previous experience in horse racing, pari-mutuel wagering, casino gaming, sportsbook, or guest services.
• Knowledge of Thoroughbred and/or Quarter Horse racing.
• Familiarity with racing programs, wagering machines, betting terminals, and/or simulcast wagering.
• Experience working in a high-volume customer-facing environment.

CORE COMPETENCIES

• Customer Service: Creates a positive and welcoming experience for every guest.
• Communication: Clearly explains wagering information and racing concepts to guests with varying levels of experience.
• Racing Knowledge: Demonstrates an understanding of horse racing and pari-mutuel wagering.
• Problem Solving: Quickly identifies guest needs and provides appropriate solutions or resources.
• Professionalism: Represents Sam Houston Race Park and PENN Entertainment in a positive manner.
• Teamwork: Works effectively with Player Development, Racing Services, Mutuel, Guest Services, and other departments.
• Adaptability: Remains calm and effective in a fast-paced live racing environment.
• Attention to Detail: Accurately communicates wagering and racing information while following all applicable policies and regulations.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods.
• Ability to work throughout the property and move between Bet Central and remote wagering locations.
• Ability to work in a fast-paced environment with significant guest interaction and noise levels.