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:

• Supervise staff and manage daily operations during assigned shift
• Support and monitor operational goals, performance metrics, and profit objectives
• Assist with investigations into variances, internal control violations, and reporting discrepancies
• Promote and uphold superior customer service standards across the team
• Ensure the integrity of all assets and oversee balancing of cage banks
• Foster a positive environment to encourage guest loyalty and team member satisfaction
• Acquire new players by promoting PennPlay card membership and benefits
• Maintain and communicate knowledge of current and upcoming promotions, events, ticket sales, and exclusive offers
• Manage operational supply inventory and ensure team members have necessary tools
• Respond to guest inquiries and apply service recovery within authorized limits
• Prepare and review currency transaction reports during assigned shift
• Approve credit line availability within designated authority
• Review transaction logs for accuracy and compliance
• Ensure adherence to all regulatory requirements and report potential issues to management

QUALIFICATION REQUIREMENTS

• Must be at least 21 years of age
• Associate degree or equivalent, or two to four years of customer service experience and/or training
• Proficient in computer skills including keyboarding, Microsoft Office, email, databases, spreadsheets, and word processing software
• Excellent verbal and written communication skills
• Flexible availability including holidays, nights, weekends, and overtime as needed
• Ability to write reports, business correspondence, and procedure manuals
• Capable of presenting information and responding to questions from managers, clients, customers, and the public
• Proficient in basic math operations and able to compute rates, ratios, percentages, and interpret bar graphs
• Skilled in resolving guest and staff issues diplomatically and tactfully
• Familiarity with office machines and tools including jet sort, coin roller, 10-key by touch, and credit card cash advance systems

SUPERVISORY RESPONSIBILITIES

• Supports staff development through training programs and ongoing coaching
• Assists in executing employee recognition initiatives to boost engagement
• Evaluates team member performance and provides constructive feedback
• Recommends staffing decisions, including interviewing, hiring, and scheduling
• Oversees daily work procedures and helps streamline workflow
• Provides input on employee performance actions, including discipline and counseling

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

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