Casino Service Representative

About the role

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.

Responsibilities

• 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.

Qualifications

• Must be at least 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.
• 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

• 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 noise level in the work environment is usually very loud.
• Employee could be exposed to an environment containing unrestricted secondhand tobacco smoke.

Pay

$16.00 per hour.

This response is AI-generated, for reference only.