Casino Operations 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.

SUMMARY

The Casino Operations Shift Manager is responsible for overseeing daily casino floor operations to ensure exceptional guest service, regulatory compliance, and efficient team performance. This role provides leadership and direction to the tables and slots areas, resolves guest and operational issues, monitors gaming activity, and ensures all policies, procedures, and internal controls are consistently followed. The Shift Manager works closely with Casino Operations, Security, and Marketing teams to maintain a safe, engaging, and profitable gaming environment.

• Responsible for supervising staff and the overall daily management of a designated shift in the Casino Operations department. Provides oversight for all games, game protection, and overall Table Games/Slots operations on their 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. 

• 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 the overall integrity of daily Table Games and/or Slot operations; provides oversight for the gaming floor.   

• Responsible for the accountability of the chips, cards, dice and all other gaming equipment. 

• Verifies table inventories and effectively manages table limits. 

• Works closely with Vice President/Director to implement and oversee overall strategies for the overall engagement, customer service, comp ability, games layout and mix, revenue growth, and expense management in order to maximize profitability. 

• Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers.  

• Maintains and processes all paperwork, logs, schedules, and communication pertaining to the Table Games/Slots department. 

• Responsible for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances.  

• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. 

• Maintains strict confidentiality in all departmental and company matters. 

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. 

• Bachelor's degree (B.A. / B.S.) from four-year college or university; or minimum of five years of experience in a comparable Table Games Operations leadership position; or equivalent combination of education and experience. 

• Excellent skills in both written and oral communication.   

• Must be proficient in Microsoft applications (Excel, Word) and have knowledge of Table Games operating systems. 
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 

• 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. 

• Must have extensive knowledge of all Table Games and Table Games Operations.   

• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate. 

• 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. 

SUPERVISORY RESPONSIBILITIES                     

This job has 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. 

• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.  

• Determines work procedures and expedites workflow. 

• Responsible for employee performance (disciplining, coaching, 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 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