RACING SERVICES LIAISON - SEASONALPENN Entertainment

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 escalate 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.