Player Services Shift Manager

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

WE LOVE OUR WORK.

Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives.
Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Assists in conducting investigations into variances, violations of internal controls, and violation of reporting requirements.
Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
Responsible for securing the integrity of all assets and oversees balancing of all cage banks.
Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
Acquire new players through the continuous promotion of the Player Rewards card program and the special benefits of card membership.
Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift.
Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
Prepare/review currency transactions reports on assigned shift.
Approve credit line availability on assigned shift.
Review of multiple transactions logs for accuracy on assigned shift.
Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
Responsible for ensuring the compliance with all regulatory compliance within
area of responsibility and reporting potential issues to management.
Ensures all staff are trained and follow CTR and SARC procedures; responsible
for making sure all paperwork is completed and reported in accordance with established compliance procedures.
Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES:
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluates team members within department and delivers constructive
feedback to employees in regards to performance.
Determines recommendation for staffing (including interviewing and hiring)
and scheduling (planning, assigning and directing work) to meet business
needs.
Determines work procedures and expedites workflow.
Responsible for employee performance (disciplining, coaching, counseling).

BRING US YOUR BEST.

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.

Must be at least 21 years of age.
Associate’s degree (A. A.) or equivalent; or two to four years related customer service experience and/or training; or equivalent combination of education and experience.
Must have be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
Must have excellent verbal and written communication skills.
Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

We're changing entertainment. Follow us.

Equal Opportunity Employer

STARTING SALARY

$60,000 annually