Special Events Lead - Full Time

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. 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

Provide oversight to team members and guest services during various department events.  Provide excellent guest issues resolution service.   Ability to address, handle and resolve basic guest complaints and concerns in a professional manner.   Communicate effectively and professionally with team members and guests.  Ability to stand for the duration of the shift.  Use computer to input information and reports.  Assist with set-up, turn-over and tear-down of event venues.  Lift up to 40 pounds continuously. Coach and train team members – hands-on training and coaching. Provide documentation to management regarding team member progress and other issues.  Work as a rep when/if needed and assist at all events where needed.  Assist in any needed capacity with Casino Special Events and property wide Special Events.  Make decisions and judgment calls in the best interest of the department. 

• Must work a minimum of three shifts per week. In the event Lead shifts are not available you must work a Rep Dual Rate shift.   Minimums and maximum number of shifts could be adjusted based on business need.  
• All Lead shifts must be filled before selecting a Rep shift.
• Work a combination of both early and late shifts as determined by department SOP (On Call Shift Bidding Procedure- Special Events)
• Must complete Mandatory Leadership Development Courses within 6 months
• Must learn all skills to include: Gift day, tournament, tournament closer, registration, Bingo, Concert Distribution, Schedule Ease, and any other related skills and events.    
• Continue to work in each skill on an ongoing basis (as determined by department needs)
• Must work holidays and weekends (as schedule demands)
• Must work black-out dates
• Ability to work in inclement weather
• Work in a Rep capacity when/if needed
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Keeps work area clean and free of safety hazards, debris and litter.
• Perform all job duties in a safe and responsible manner.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES                                                    

This job may or may not have supervisory responsibilities.

• Manages work procedures and expedites workflow.
• Provides coaching and counseling to team members.

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.

• High school diploma or GED required;
• 2 years experience in Customer Service.  2 years experience supervising a group of 20 plus team members in a corporate environment.  2 years experience in training team members.
• Knowledge of marketing policies and procedures.  Understanding of company and departmental rules and regulations.  Ability to use computer and basic programs (email, Word, Excel).  Knowledge of basic policies and procedures relating to supervising a group of team members.  Knowledge and experience in the following department skills is a plus:  Tournaments, tournament closing, concert ticket distribution, bingo, event registration and gift day.  Knowledge in scheduling of people and the Schedule Ease program is a plus.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.

• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

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

Nevada Gaming Registration

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 20 pounds, frequently lift and/or move up to 40 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push and pull ≤150 pounds, 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.

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