Player Services Assistant Shift 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 a designated shift.  Supports, administers and manages operational goals and monitors achievements of performance and profit objectives.   

• Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.  

• Assists in conducting investigations into variances, violations of internal controls, and violation of reporting requirements.  

• Responsible for assisting in the budget process for the department 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 securing the integrity of all assets and oversees balancing of all cage banks.  

• Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.  

• Acquire new players through the continuous promotion of the Penn Play Rewards card program and the special benefits of card membership.  

• Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift.  

• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.  

• Prepare/review currency transactions reports on assigned shift.  

• Approve credit line availability on assigned shift.  

• Review of multiple transactions logs for accuracy on assigned shift.  

• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility 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.  

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. 

• Associate’s degree (A. A.) or equivalent; or two to four years related customer service 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).  

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).  

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