Sportsbook & Poker 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 coworkers 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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Essential Duties and Responsibilities:

• Manages day-to-day operations of the Sportsbook and Poker Room.
• Develops, implements, manages operational goals, and monitors achievements of performance and profit objectives.
• Responsible for assisting in the budget process for departments and provide recommendations; ensuring compliance to departmental budget initiatives; and reporting budget concerns.
• Create effective and efficient schedules while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction.
• Work with Database Manager to update guest information in the player tracking system, including but not limited to Disassociated Persons information, Excluded guest information, addresses, email address, telephone numbers and personal preferences.
• Works with Casino Marketing to identify guests for development based of their play history and/or achievement in the rewards program.
• Create, develop and execute casino promotions and special events by working with Casino Marketing.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management/GM.
• Enforces all policies and procedures as outlined in company and department manuals, state regulations, and in accordance with internal controls.
• 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.
• Responsible for the overall achievement of departmental customer service goals.
• 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.
• Effectively responds to a supervisor’s requests in all areas of guest interaction and guest concerns.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Promotes a positive environment for all guests and team members.
• Ensures team members have the tools necessary to do their jobs successfully.
• Responsible for all operation supply inventories.
• Provides visible leadership in gaming operation areas.
• Maintains strict confidentiality in departmental and company matters.

Supervisory Responsibilities:

• Directly oversees departmental supervisors.
• Indirectly oversees other departmental team members.
• Responsible for team member development and training programs.
• Responsible for rewards and recognition program to maximize team member engagement.
• Provides recommendation for staffing (interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Completes team member documentation (disciplining, coaching, counseling, praising, and reviews).

Qualifications:

                To perform this job successfully, and 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.

Education and/or Experience:

• Associates degree from an accredited college or university.
• Minimum of 2 years comparable casino management experience or equivalent.
• Poker experience required.
• Proficient in computer knowledge, including Microsoft Office, and database, spreadsheets, and word processing software.
• 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, and customers.

Language Skills:

• Ability to read, write, and verbally communicate in English.

Mathematical Skills:

• 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.

Reasoning Ability:

• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Certificates, Licenses, Registrations:

• Proof of eligibility to work in United States.
• Must qualify and maintain licensing with Maryland Lottery and Gaming Control Board.
• Must successfully complete and maintain TIPS training.
• Must be able to obtain a Responsible Alcohol Training certification.

Physical Demands:

• Regularly required to stand and use hands to finger, handle, or feel objects, tools or controls; talk or hear; and taste or smell.
• Team member is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl.
• Must possess good manual dexterity for quick and accurate handling of chips and money.
• Must be able to lift and/or move up to 50lbs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exposure to moving mechanical parts
• Exposure to loud noise levels

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