Casino Service Representative

The Casino Service Representative role at Zia Park Casino Hotel Racetrack focuses on delivering consistent, high-quality guest service while supporting player loyalty, promotions, and accurate recordkeeping. This onsite position in Hobbs, NM also involves coordinating guest outreach and assisting with casino events during busy and promotional periods.

Key Responsibilities

• Provide superior guest service in line with department and company standards and programs, while promoting guest visitation and engagement.
• Develop and maintain guest relationships through personalized written correspondence, telephone outreach, and on-property interactions.
• Support guest loyalty by offering attentive, personalized service throughout the guest experience.
• Assist with hospitality arrangements, including hotel rooms, food, beverages, and special requests.
• Stay current on casino marketing initiatives, player development programs, promotions, amenities, and special events to communicate opportunities effectively.
• Offer general information about Zia Park Casino Hotel & Racetrack and respond to questions and inquiries.
• Maintain effective communication with service departments across the property to ensure the needs of high-value players are addressed.
• Lead property tours for guests and groups as needed.
• Use Salesforce (CMS) to document player contacts, guest preferences, follow-up activities, and assigned tasks.
• Complete Salesforce tasks and player follow-up requirements in a timely and accurate manner.
• Review monthly performance metrics with leadership and assist with establishing quarterly goals.
• Maintain strict confidentiality of player information, including personal details, contact information, gaming activity, wins and losses, visitation history, and other sensitive data.
• Monitor inventory levels for promotional materials and guest amenities, notifying leadership when replenishment or reordering is required.
• Assist with coordination and execution of casino promotions, player events, concerts, and other special events.
• Provide on-property support during promotional and high-volume periods to help ensure a positive guest experience.
• Support the Executive and Casino Host and Marketing leadership with player development initiatives, guest outreach, events, and other departmental needs as assigned.

Required Qualifications

• 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 including addition, subtraction, multiplication, and division.
• Physical mobility with reasonable accommodations, including the ability to push, pull, carry, and lift up to 40 lbs.

Technologies

• Salesforce (CMS)

Language and Communication 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 English may also be required.

Physical Demands

• Regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to reach with hands and arms and to talk or hear.
• Specific vision abilities required, including close vision, color vision, and peripheral vision.

Work Environment

• Noise level in the work environment is usually very loud.
• Exposure possible to an environment containing unrestricted secondhand tobacco smoke.

Location and Compensation

• Location: Hobbs, NM (onsite)
• Starting Salary: $16.00 per hour