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, managing and scheduling staff in the Player Services / Cage / Mutuels
- Develops, implements and manages operational goals and monitors achievements of performance and profit objectives for Players Services/Cage and Mutuel Departments.
- Regulates and determines extensions of Credit according to established guidelines.
- Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
- Conduct investigations into variances, violations of internal controls, and violation of reporting requirements.
- Responsible for assisting in the budget process for the departments 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 the overall achievement of department customer service goals.
- Acts as a liaison with the Marketing department to ensure all programs, promotions, and events are communicated and executed flawlessly.
- Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
- Acquire new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.
- Responsible for all operation supply inventory ensuring team members have the tools needed to do their jobs to maximize efficiently.
- Administration of reward and recognition programs to maximize employee engagement.
- Responsible for securing the integrity of all assets and oversees balancing of all cage and mutuel office banks.
- Review and approve cage documentation based on established levels of authorization.
- Prepare/review currency transaction reports and review of multiple transactions logs for accuracy. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
- 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.
- Coordinate as needed with racing operations manager on racing related matters
- Coordinate post times for daily races
- Maintains strict confidentiality in all departmental and company matters.
- Communication with State Racing Commission on simulcast, mutual and racing issues as needed. May require attendance at racing commission meetings.
- Assess Mutuel handle, attendance, trends, year to year numbers, productivity to maximize operations.
- Responsible for minor repairs/maintenance of tote equipment.
- interface with Tote and audio-visual vendors to ensure proper standards are maintained.
- inventory control and optimum utilization of racing programs and other racing materials
- Enter daily statistics, coordinate and verify all statistical data entry for necessary reporting forms
- Must work well under pressure and meet multiple and sometimes competing deadlines.
- Must at all times demonstrate ethical and cooperative behavior with guests, co-workers and supervisors.
- Adhere to all departments/company policies and procedures.
- Performs all other related and compatible duties as assigned
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty 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.
- Bachelor’s Degree (B.A/B.S.) or equivalent; or minimum four years’ customer service-related 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.
- Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, Credit card cash advance systems)
- Must qualify for licensing with the New Mexico Racing Commission.
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.
- Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
- Manages work procedures and expedites workflow.
- Provides recommendation for employee performance (disciplining, coaching, and counseling).
- This position has supervisory responsibilities for the mutual tellers.
- 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).
LANGUAGE 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 in English may also be required.
REASONING ABILITY Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. WORK ENViRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Employee could be exposed to an environment containing unrestricted second hand tobacco smoke. Zia Park Casino reserves the right to make changes to this job description whenever necessary.
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