Player Services Manager

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 co-workers 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. 

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• Responsible for supervising staff and the overall daily management of the Player Services department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. - Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. 
• Esures customer service standards are followed by all team members and addresses issues as they arise.
• Responsible for the overall achievement of departmental customer service goals.
• Assists with guest inquiries while monitoring and applying service recovery within authorized levels.
• Reviews and approves Cage documentation based on established levels of authorization.
• Prepares/reviews currency transactions reports.
• Verifies vault accountability at end of shift.
• Verifies Credit line availability.
• Responsible for verification of main bank and window cashier drawers.
• Responsible for authorizing checks.
• Prepares customer deposit and safekeeping log.
• Responsible for ensuring regulatory compliance within area of authority 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.

• Bachelor's degree (B.A/B.S.) from four-year college or university; or minimum five (5) years of related customer service experience and/or training; or equivalent combination of education and experience.
• Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Must have excellent verbal and written communication skills; must be fluent and literate in English.
• Flexible to work all shifts including nights, weekends, and holidays, as business needs dictate.
• 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.
• Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, Credit card cash advance systems).

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 ESPN BET™ and 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. 

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Equal Opportunity Employer