Manager of Cage/Credit/Player Services

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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• Manages the execution of activity related to Casino Cage, Credit, Player Services, and provides ancillary support to Marketing department for promotions, special events, and bus groups.
• Ensures team members comply with internal Controls and all company policies/procedures in order to assist in reaching profitability, guest satisfaction, workforce strength, and compliance goals.
• Provides encouragement, sets high expectations, and sets proud and positive examples necessary to ensure a fun, exciting, and professional working environment for our staff and a pleasant and entertaining experience for our guests.
• Responsible for coaching, counseling, scheduling, payroll, and development of Player Services Cage Shift Managers and Representatives. 
• Responsible for communicating, updating of, and adherence to department-specific service standards.
• Demonstrates a comprehensive understanding and proficiency in managing daily operations of the department in accordance with all internal Controls, Title 31 and SAR requirements, and all other applicable laws. 
• Identifies operational challenges, makes recommendations, and implements corrective action. 
• Responsible for maintenance, operations, and appearance of Player Services; coordinates with Director of Marketing for ordering of player loyalty cards and supplies. 
• Works with Director of Marketing to communicate events and promotions and assists with their execution; ensures team member awareness including promotional calendars and event overviews. - Acts as a liasion with Marketing department to ensure all programs, promotions, and events are communicated and executed flawlessly.
• Responds to guest inquiries while monitoring and applying service recovery within authority levels.
• Delegates work responsibilities and provides follow-up and direction when necessary.
• Ensures scheduling of staff is appropriate to anticipated business levels.
• Authorized to approve patron Credit lines in accordance with the HCPN Credit Committee directives and the PGCB regulations.
• Engages in collection efforts on behalf of HCPN in accordance with section 609a.18 of HCPN’s internal controls and PGCB regulations. 
• Has authority to issue complimentaries in accordance with the approved Comp Matrix.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing concerns; and resolving problems.
• Supervisory responsibilities over functional areas of Player Services, Credit, and Cage.

• Bachelor’s degree; 5 years of experience in a full-service casino operation; or equivalent combination of education and experience.
• Must have the ability to read, write, and speak English.
• Must have the ability to respond to common inquiries or complaints from guests, regulatory agencies, and community members.
• Must have the ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and manuals.
• Must have the ability to present information and respond to questions from groups of managers, employees, and guests.
• Must have the ability to make effective and persuasive speeches and presentations on controversial or complex topics to internal and external audiences.
• Must have the ability to read, analyze, and interpret business periodicals, technical procedures, and governmental regulations.
• Must have the ability to read, analyze, and interpret various metrics and financial reports.
• Must have the ability to write reports, business correspondence, and procedure manuals.
• Must have the ability to perform basic math skills. - Must have the ability to work with mathematical concepts and apply concepts to practical situations.
• Must have the ability to perform statistical analyses. - Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
• Must have the ability to solve practical problems and deal with a variety of situations. - Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).
• Intermediate computer knowledge; proficient in Microsoft Office applications; familiarity with Casino Operations software, slots tracking, and proficiency in vendor software used to manage the technology used in casino operations a plus.
• Must qualify for a license with the Pennsylvania State Racing Commission and meet any credentialing requirements of the Pennsylvania Gaming Control Board.

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 will be made to enable individuals with disabilities to perform the essential functions. 

• Walking 40% of the time.
• Sitting 30% of the time.
• Standing 25% of the time.
• Bending and lifting 5% of the time.
• Lifting/moving maximum of 50 lbs.

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