Casino Service RepresentativePENN Entertainment

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.