Director of Operations

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 directing the overall operations and staff with Table Games/Slots/Poker and Food and Beverage. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
• Ensure that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management / GM.
• 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.
• Provides direction to Table Games/Slots/Poker and Food & Beverage leadership and oversees all Table Games and Poker game protection and overall Slot operations.
• Answers inquiries pertaining to Casino Operation policies and services and resolve occupants’ complaints while supporting all customer service programs.
• Makes final decision on implementation and oversight of overall strategies for the overall engagement, customer service, comp ability, games layout and slot floor mix, revenue growth, and expense management to maximize profitability for all areas of responsibility.
• Responsible for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances.
• Protects and preserves assets of the company.
• Responsible for the overall integrity of Slot, Table, Poker, and Food & Beverage operations.
• Participates with the Executive Management Team in developing strategic and tactical operating plans to support property objectives.Directs the selection, purchase/lease, placement and utilization of all gaming devices to ensure achievement of operational and financial objectives.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Maintains strict confidentiality in all departmental and company matters.

• Bachelor's degree (B.A. / B.S.) from four-year college or university; or five to ten years of experience in a comparable casino operations leadership position; or equivalent combination of education and experience.
• Excellent skills in both written and oral communication.
• Must be proficient in Microsoft applications (Excel, Word) and have knowledge of Table Games/Slots/Poker operating systems.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• 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.
• Must have extensive knowledge of all Table Games/Slots/Poker Operations with additional knowledge in Food & Beverage desired.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• 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.

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