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

Additional responsibilities may be assigned as needed:

• Work a minimum of three shifts per week; Lead shifts take priority over Rep Dual Rate shifts
• Shift minimums and maximums may be adjusted based on business needs
• Work a combination of early and late shifts per department SOP (On-Call Shift Bidding Procedure – Special Events)
• Complete mandatory Leadership Development Courses within six months
• Learn and maintain proficiency in all required skills: gift day, tournament operations, registration, Bingo, concert distribution, Schedule Ease, and other related tasks
• Continue practicing each skill regularly as determined by department needs
• Must be available to work holidays, weekends, and blackout dates
• Ability to work in inclement weather conditions
• Serve in a Rep capacity when needed
• Promote and demonstrate superior customer service in alignment with company standards
• Ensure compliance with all regulatory requirements and report potential issues to management
• Maintain a clean and safe work area, free of hazards and debris
• Perform all duties responsibly and safely
• Maintain strict confidentiality in all departmental and company matters

SUPERVISORY RESPONSIBILITIES

• Oversee daily operational activities to ensure efficiency, consistency, and adherence to company standards
• Monitor workflows and task execution to maintain quality and timeliness across assigned areas
• Coordinate with team members to support smooth collaboration and resolve operational issues as they arise
• Ensure compliance with safety, sanitation, and organizational policies
• Maintain readiness of workspaces and resources to support ongoing and upcoming tasks
• Provide guidance and support to staff, fostering a positive and productive work environment
• Communicate effectively with leadership regarding operational updates, challenges, and resource needs
• Lead by example in professionalism, customer service, and adherence to company values

QUALIFICATION REQUIREMENTS

• Must be at least 21 years of age
• High school diploma or GED required
• 2 years of customer service experience
• 2 years of supervisory experience managing 20+ team members in a corporate environment
• 2 years of experience training team members
• Knowledge of marketing policies, procedures, and departmental regulations
• Proficient in basic computer programs including email, Word, and Excel
• Familiarity with supervisory policies and procedures
• Experience in department-specific skills is a plus: tournaments, tournament closing, concert ticket distribution, bingo, event registration, and gift days
• Knowledge of scheduling practices and Schedule Ease software is a plus
• Flexible availability including holidays, nights, weekends, and overtime as needed
• Strong interpersonal skills with the ability to resolve conflicts diplomatically and tactfully

 LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating procedures, and manuals in English
• Strong verbal and written communication skills to interact effectively with guests, team members, and management
• Capable of conveying information clearly and professionally in high-pressure or fast-paced situations
• Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

 REASONING ABILITY

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Capable of making quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Ability to interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

 CERTIFICATES, LICENSES, REGISTRATIONS

• Must qualify for all licensing and permit requirements as mandated by federal, state, and local regulations

 PHYSICAL DEMANDS

• Regularly required to stand for extended periods and use hands to handle tools, equipment, and objects
• Frequently required to reach with arms, speak clearly, and actively listen in a fast-paced environment
• Visual acuity required, including close vision, color differentiation, and peripheral awareness
• Ability to lift and move:
  • Up to 10 lbs regularly
  • Up to 20 lbs frequently
  • Up to 50 lbs occasionally (with assistance or equipment as needed)
• Must be able to push, pull, bend, twist, stoop, crouch, kneel, and maintain balance in various work environments, including confined or crowded spaces
• May be required to navigate stairs, ramps, and uneven surfaces
• Must be able to perform physical tasks safely and efficiently in a dynamic and guest-facing setting

 WORK ENVIRONMENT

• May be exposed to secondhand tobacco smoke
• Fast-paced, high-energy atmosphere requiring excellent multitasking and communication skills
• Frequent interaction with guests and team members in a dynamic customer service setting
• May involve standing, walking, or moving for extended periods during shifts
• Must be comfortable working in areas with varying noise levels, lighting, and temperature conditions
• Flexibility required to work nights, weekends, holidays, and overtime based on business needs
• Compliance with uniform and grooming standards is required
• Must adhere to all company policies, procedures, and regulatory guidelines
• Reasonable accommodations will be made for individuals with disabilities in accordance with applicable laws

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. 

We're changing entertainment. Follow us.

Equal Opportunity Employer