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 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

The following duties and responsibilities may be assigned as necessary:

• Supervise staff and manage the daily operations of the Player Services department.
• Support and manage operational goals, monitoring performance and profit objectives.
• Coordinate scheduling and address any concerns in collaboration with the manager, ensuring guest satisfaction.
• Assist in the departmental budget process by providing recommendations and supporting compliance with budget initiatives.
• Review and approve cage documentation and currency transaction reports in the absence of the Manager.
• Verify vault accountability, credit line availability, main bank, and cashier drawers.
• Authorize checks and prepare customer deposit and safekeeping logs.
• Ensure compliance with all regulatory requirements and report potential issues to management.
• Ensure all staff are trained and compliant with CTR and SARC procedures, and that all paperwork is completed and submitted accurately.
• Provide superior customer service in line with company standards.
• Address guest inquiries and apply service recovery within authorized levels.
• Promote the loyalty rewards card program and its benefits to acquire new players.
• Monitor operational supply inventory and notify the manager of any issues.
• Maintain strict confidentiality in all departmental and company matters.
• Support and promote a positive team environment and uphold service standards

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

Education & Experience

• High school diploma or GED required.
• Two to four years of related customer service experience and/or training, or an equivalent combination of education and experience.

Skills & Abilities

• • Proficient in computer use, including:
    • Keyboarding
    • Microsoft Office Suite
    • Email, databases, spreadsheets, and word processing software
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills with the ability to resolve conflicts diplomatically.
  • Ability to present information and respond to questions from managers, clients, and the public.
  • Strong math skills: ability to add, subtract, multiply, divide, and compute percentages and ratios.
  • Familiarity with office equipment such as jet sorters, coin rollers, 10-key by touch, and credit card cash advance systems.

Supervisory Responsibilities

• May or may not have direct supervisory responsibilities.
• Responsible for:
  • Staff development and training programs
  • Employee rewards and recognition initiatives
  • Performance evaluations and constructive feedback
  • Staffing recommendations (interviewing, hiring, scheduling)
  • Workflow management
  • Disciplinary actions, coaching, and counseling

Language Skills

• Ability to read, write, and communicate effectively in English.
• Able to interpret documents such as safety rules, operating instructions, and procedure manuals.

Reasoning Ability

• Ability to apply common sense understanding to carry out written, oral, or diagram instructions.
• Capable of handling problems involving multiple variables in standardized situations.

Certificates, Licenses, and Registrations

• Must qualify for all licenses and permits required by federal, state, and local regulations.
• Required certifications:
  • First Aid/AED
  • C.A.R.E. or TIPS training
• Must possess a valid driver’s license with an acceptable driving record per company insurance standards.

Physical Demands

• Regularly required to stand, use hands, reach, talk, and hear.
• Vision requirements include close, color, and peripheral vision.
• Must be able to:
  • Regularly lift/move up to 10 lbs
  • Frequently lift/move up to 25 lbs
  • Occasionally lift/move up to 50 lbs
  • Push, pull, bend, twist, stoop, crouch, kneel, and balance in various work environments, including confined spaces.

Work Environment

• Typically loud noise levels.
• May be exposed to secondhand tobacco smoke.
• Reasonable accommodations may be made for individuals with disabilities.

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