Player Services/Cage 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. 

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

JOB SUMMARY:

The Player Services/Cage Assistant Shift Manager (ASM) plays a vital part in ensuring the integrity of our assets and managing the balancing of cage banks. Responsibilities include running reports, maintaining knowledge of player tracking systems, and internal controls, and responding to guest inquiries while providing exceptional service. Additionally, the Player Services/Cage ASM oversees team member development, staffing, and the daily operations of Player Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain thorough knowledge of player tracking systems, internal controls, and policies/procedures, and make suggestions for improvement.
• Responsible for securing the integrity of all assets and oversees balancing of all cage banks.
• Run reports and verification information for patron Credit Line requests in accordance with directives.
• Ensure scheduling is commensurate with business levels and within budget.
• Respond to guest inquires while monitoring and applying service recovery within authority levels.
• Maintain strict confidentiality in departmental and company matters.

OTHER DUTIES AND RESPONSIBILITIES:

• Develop and maintain a good rapport with other departments and with external guests.
• Delegate work responsibilities and provides follow up and direction when necessary.
• Communicate pertinent information to staff in a timely fashion.
• Perform other duties as assigned by the Player Services/Cage Manager.

SUPERVISORY RESPONSIBILITIES:

• Responsible for team member development and training programs.
• Responsible for rewards and recognition programs to maximize team member engagement.
• Evaluate team members within the department and deliver constructive feedback to team members regarding performance.
• Provide recommendation for staffing, including interviewing, hiring, scheduled, planning, assigning, and directing work to meet business needs.
• Manage work procedures and expedite workflow.
• Provide recommendation for team member performance, disciplining, coaching, and counseling).
• Supervise daily operation of the Player Services and Cage Operations and ensures the accurate reporting of all activities while remaining compliant with all applicable local, state, and federal laws as well as company internal controls and department policies.
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To perform this job successfully, an individual must be able to perform each essential duty at a high level. The qualifications 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.

Minimum Qualifications:

• Minimum of 18 years of age.
• High School diploma or GED required, or 1-2 years of customer service-related experience or an equivalent combination of education and experience.
• Flexibility to work all shifts, including holidays, nights, and/or weekends as business needs dictate.
• Must be detail oriented.
• Intermediate computer knowledge, to include MS Office products (such as Excel) and POS systems.
• Excellent skills in both written and oral communication in English.
• The ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• The ability to respond to common inquires or complaints from quests, regulatory agencies, and community members in a diplomatic and tactful manner.
• The ability to perform basic math skills, such as adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• The ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form, with the ability to deal with problems involving several concrete variables in standardized situations.
• The ability to identify problems, collect data, analyze, and draw valid conclusions.
• The ability to regularly lift and/or move up to 10lbs, frequently lift and/or move up to 25lbs, and occasionally lift and/or move up to 50lbs.
• Must qualify for a license with the Maryland State Lottery Agency and meet any credentialling requirements of the Maryland Gaming Control Board.

Preferred Qualifications:

• 1-2 years of supervisory experience in a cash-handling environment.
• Knowledge of Title 31 regulations.
• The ability to travel between properties served, as needed.
• Knowledge of Casino Operations software.
• The ability to write reports, business correspondence, and procedure manuals.

PHYSICAL DEMANDS:

While performing the duties of this job, the Team Member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The Team Member 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 Team Member 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.

We are committed to providing equal employment opportunities and making reasonable accommodations for all qualified individuals, including those with disabilities.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. While performing the duties of the job, the Team Member will operate within a professional, climate-controlled workspace designed to facilitate productivity and collaboration. The Team Member may have frequent exposure to a dynamic and crowded atmosphere and should be adaptable and comfortable working in an environment with varying levels of activity and noise. The noise level in the work environment is usually moderate and occasionally loud.

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