The following and other duties may be assigned as necessary: - Responsible for supervising and managing staff in the Table Games Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.- Creates 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 achievement of department customer service goals. - Effectively handles customer concerns and requests. Makes final decisions in regards to service recovery.- 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/Manager 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.- Maintains and processes all paperwork, logs, schedules, and communication pertaining to the Table Games 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 Assistant Shift Manager and Shift Manager.- Maintains strict confidentiality in all departmental and company matters.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Provide friendly, fast, and helpful customer service, through the consistent practice and delivery of Red Carpet Customer Service to all guests and team members.- Exercise independent judgment in issuance of comps and resolution of customer disputes for entire Pit during assigned shift- Work closely with Table Games Management to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management Drive improved results through staff development and training programs Hire, train and develop employees to which include coaching, mentoring and appropriate performance management.- Open and close games, assign personnel, inspect dice and distributing cards, monitor player ratings, and maintain proper table chip inventory.- Responsible for all pit activities. Effectively manage table limits.- Responsible for staffing and scheduling to meet business demands and ensure customer satisfaction.- Provide visible leadership in gaming operation areas.- Ensure compliance with Title 31 requirements and processes.- Responsible for the overall integrity of daily operations.- Present oneself as a credit to the Company and encourages others to do the same.- Report daily gaming activity to appropriate leadership.- Interview, select, and train new team members.- Review, adjust, and administer working schedules of team members.- Conduct individual or group pre-shift meetings with team members and provide daily feedback.- Understand and adhere to disciplinary policies including but not limited to counseling team members and the use of progressive discipline.- Address and manage complaints, grievances, or concerns from team members.- Effectively use, administer, and manage rewards and recognition for front line team members.- Review the performance, productivity, and efficiency of team members including but not limited to periodic evaluations.- Recommend or oppose the change in status of team members including but not limited to changes from full-time to part-time, promotions, and transfers.- Provide for the safety of team members, including keeping areas clean and free of safety hazards, debris, and litter, and performing all job duties in a safe and responsible manner.- Understand and adhere to regulatory, department, and company policies and procedures.- Make determinations regarding types of materials, supplies, or tools to be used.- Effectively and efficiently manage labor costs and staffing objectives while achieving guest satisfaction.- Protect and preserve assets of the company.- Meet property and department appearance and grooming requirements.- Must adhere to regulatory, department and company policies.- Perform all job duties in a safe and responsible manner.- Perform other job related and compatible duties as assigned.
- Supervises day-to-day operations of all Table Games.- Directs the Table Games Dealers to accomplish the goals of the Table Games department.- Provides visible leadership in gaming operation areas.- Responsible for the integrity of daily operations. Enforces all table games procedures and policies as outlined in company and department manuals; state regulations and in accordance with Internal Controls.- Maintains a continuous inspection of cards and dice, always ensuring the security of the table games.- Monitors cash and chip transactions between dealers and customers and ensures that proper payout amounts are paid to customers. - Responsible for the accountability of the chips for each designated shift by maintaining a paper trail. Ensures the safety of all gaming chips, dice, and monies entrusted.- Shall make table fills/credits as needed.- Responsible for settling disputes with customers, dealers, and management staff.- Evaluates employee performance and provides feedback. Addresses and manages complaints, grievances, or concerns from employees.- Assists in staff selection; training; counseling; recognition; separation of employment and other human resources related issues. Complete understanding and adherence to disciplinary policies including but not limited to coaching and counseling staff and the use of the progressive discipline to modify performance.- Presents oneself as a credit to Company and encourages others to do the same.- Flexible ability to work varied shifts to include nights, weekends, and holidays.- Performs all other related and compatible duties as assigned.This position directly supervises Table Games Dealers on shift.
The take 2 attendant is primarily responsible for serving patrons and taking their order in a timely and friendly manner. ESSENTIAL RESPONSIBILITIES - Takes customers order accurately and computes them into POS system- Assists Take II Cook in plate preparation and garnishes- Stock all food and paper supplies- Notifies Take II Cook of shortages or special orders- Responsibly serves alcoholic beverages upon request- Maintains Take II counter and eating area clean at all times- Attend TIPS certification class- Process transaction according to proper procedures- Demonstrate a willingness and ability to deliver quality guest service to external and internal guests- Follow all safety rules- Adhere to departmental quality standards
The take 2 cook is responsible for the preparation and serving of food for customers at Take II restaurant. ESSENTIAL RESPONSIBILITIES - Takes order from Take II Attendant and cooks food requiring short preparation time- Completes order from grill and serves customers at counter- Cleans food preparation equipment and work area- Assists Take II Attendant in taking orders from customers when necessary- Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service- Perform duties in a safe manner; report any potential safety hazards to management staff- Work within the quality control guidelines established by Penn National Gaming and Hollywood Casino Aurora- Monitors guests for signs of intoxication, intervening as needed according to established practices- Demonstrate an ability and commitment to deliver quality guest service to external and internal guests - Follow all safety rules- Adhere to departmental quality standards
- Determines guest needs and suggests products to enhance service and meet sales goals.- Assists guests in their menu selections and packages guest orders according to established recipes and outlet standards.- Operates electronic cash register system to accurately and immediately account for payment transactions; transports monies to and from the main Credit cage.- Responsible for completing all day-to-day activities in work areas to maintain service, product quality, and cashiering responsibilities in a sanitary, safe, and effective manner.- Performs all other related and compatible duties as assigned.- Maintains strict confidentiality in all company matters.
- Operates a variety of vehicles, machinery, and equipment to include tractor, pick-up truck, and power and manual maintenance tools.- Adheres to all departmental and property policies and procedures regarding guest service standards.- Assumes responsibility for maintenance of the racetrack and racing grounds.- Maintains the appearance of the track to meet required standards; maintains plants, trees, and sHRubs and applies chemicals as needed, under supervision.- Performs a variety of grounds maintenance duties to include weed treatment, painting, trash collection, and operating of irrigation systems.- Performs preventative maintenance as needed; cares for and maintains all light and heavy equipment.- Notifies higher level management of any suspicious or unusual activity in a timely manner.- Attends and participates in professional group meetings; maintains awareness of new trends and innovations in the field of track and ground maintenance.- Performs all other related and compatible duties as assigned.- Maintains strict confidentiality in all company matters.
- Sets up dishwasher machine by reading instructions on machine or by asking supervisor for assistance. - Cleans the dishwashing equipment and working area when necessary. - Washes dishes: stacks dishes and runs through dish machine, scrubs pans, puts dishes away. - Cleans the kitchen: sweeps and mops floors, empties trash, changes waiter in and de-limes dish machine, washes walls and baseboards, scrubs sinks, etc. - Maintains cleanliness of the store room, walkways, and hallways. - Stocks ice for all necessary areas and keeps it replenished throughout the day. - Takes out trash and cardboard and disposes in proper dumpster. - Keeps records of broken dishes and ensures glass is disposed of properly. - Provides positive communication and uses Red Carpet Service skills with every patron and co-worker. - Performs duties in a safe manner; reports any potential safety hazards to management staff.- Performs any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
- Performs duties to load and unload dishwashers; cleans Food & Beverage areas as well as food storage and preparation equipment. - This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members. - Properly operates dish machine to clean several items including but not limited to soiled dishes, utensils, and cookware. - Ensures all items are clean and sanitized before returning to appropriate shelves. - Properly maintains the dish machine with the appropriate additives in order to clean and sanitize all items. - Properly maintains dish machine temperature log book. - Cleans all areas of Food & Beverage facilities. - Cleans and properly maintains all cooking equipment such as ovens, grills, fryers, coolers, and others. - Properly maintains a three compartment sink to clean various utensils and cookware. - Properly operates and cleans power wash sink and salvajor as necessary. - Safely operates electric powered cart mule, electronic dumpster lift, cardboard crusher, and other industrial equipment. - Communicates with guests, fellow cast members, and management in a polite, professional manner, and always practices customer service training. - Removes trash and debris throughout the Food & Beverage area. - Follows all safety rules while keeping immediate work areas in an orderly condition. - Immediately reports hazards or unsafe work conditions to supervisor. - Immediately reports product shortages to supervisor and restocks all needed supplies to properly operate department. - Conducts self in an appropriate professional manner at all times. - Consistently follows through with the appropriate actions when asked to complete projects or tasks. - Attends all mandatory meetings and training sessions as required. - Other duties as assigned.
MAJOR JOB DUTIES: Duties include, but are not limited to the following: - Provide service as required (greet guest and open doors)- Park, retrieve and push/pull guest vehicles.- Communicate with the Bell Desk to promote the best service to guests.- Offer bell assistance to all guests- Knowledge of keyboard and ticket systems.- Deliver baggage to and from guest rooms as assigned.- Deliver sundry items, mail, packages, laundry, etc., to guest rooms on request.- Transport passengers to and from the airport when necessary.- Perform room changes as assigned.- Make pre-reg keys for overnight bus groups and assist front desk with keys.- Check in turnaround bus drivers.- Check in overnight groups when necessary.- Perform room "Q" assistance when requested.- Assist guests with jump starts upon request (guest must sign a release form)- Demonstrate to guests use of the Saflok Key System.- Communicate hotel facility and general information to guests as necessary.- Must provide courteous and friendly service to all staff and guests.- Perform related work as requested. The above statements represent a general outline of principal job functions and should be not be construed as a complete description of all aspects and requirements inherent in this job.
- Adheres to all departmental and property policies and procedures regarding guest service standards.- Greets arriving and departing guests.- Parks guest vehicles in specified areas in an efficient and safe manner.- Retrieves customer vehicles from specified areas in an efficient and safe manner.- Performs drive-and-park assignments per department policies and procedures.- Promptly reports any incidents to supervisor.- Performs all other related and compatible duties as assigned.- Maintains strict confidentiality in all company matters.
- Greets customer, transports luggage to and from vehicle to guest rooms, parks and retrieves customer’s passenger vehicles while creating a seamless customer service experience with an upbeat and positive attitude - initiates and engages in conversations with guests on all services across the company properties including restaurants, entertainment, promotions and events - Accurately completes Luggage tags and Valet tickets which includes inspection of vehicle for prior damage - Answers valet phone and responds to luggage room calls and expedited car retrieval service from Casino Operations - Practices lateral service by stepping out of normal job description to help guests and co-workers, when business allows. - This includes, but is not limited to, driving shuttles and working in coat check - Consistently maintains an upbeat and positive attitude with guests and co-workers - Consistently practices a sense of urgency throughout entire shift to include sprinting to and from Valet lot and in all other job duties - Adheres to regulatory, safety, departmental and company policies, including Department of Transportation - Supports safety and accident prevention programs - Presents oneself as a Credit to Company and encourages others to do the same - Performs all other related and compatible duties as assigned
- Adheres to all departmental and property policies and procedures regarding guest service standards.- Greets arriving and departing guests.- Parks guest vehicles in specified areas in an efficient and safe manner.- Retrieves customer vehicles from specified areas in an efficient and safe manner.- Performs drive-and-park assignments per department policies and procedures.- Promptly reports any incidents to supervisor.- Performs all other related and compatible duties as assigned.- Maintains strict confidentiality in all company matters.
General Accountabilities: - Greet and welcome guests to the establishment with a positive and warm attitude. - Direct traffic in the parking lot as needed, assistguests and welcome them into the establishment. - Accommodate guests by opening doors and assisting with luggage or other heavy items. - Collect and accurately label keys belonging to guests ensuring their proper return. - Park guests’ vehicles in predetermined areas within the parking lot while following traffic laws. - Operate vehicles safely and responsibility. - Keep paperwork regarding guests’ vehicles and daily transactions.
- Answers and responds timely to all calls for video gaming terminal issues, as directed by the manager. - Travels to locations to repair video gaming terminal malfunctions. - Proficiency and accuracy in terminals repairs are essential minimize repeat issues. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. - Understands and adheres to all company standards, policies, and procedures. - Completes required training and development objectives within the assigned time frame. - Projects a positive image of the company at all times. - Repairs video gaming terminal malfunctions. - Follows guidelines given by Route Operations Manager and assists manager as needed. - Processes manual payouts due to equipment malfunctions or other circumstances as deemed necessary. - Completes required paperwork accurately and in a timely manner. - Informs Route Operations Manager of video gaming terminal issues. - Assists customers with questions and complaints regarding video gaming terminals. - Provides answers and explanations, and rectifies problems, within established guidelines, as appropriate. - Performs the duties of the Service Technician as required. - Meets attendance guidelines of the job and adheres to regulatory, departmental, and company policies. - Keeps work areas clean and free of safety hazards, debris, and litter. - Performs all job duties in a safe and responsible manner.
- Responsible for directing the overall operations and staff of the Table Games/Slots/Sports Betting departments. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.- Ensure that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.- Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management / GM.- 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 achievement of department customer service goals. - Provides direction to Table Games/Slots/Sports Betting leadership and oversees all Table Game game protection and overall Sports Betting and Slot operations.- Ensures enforcement of games procedures and policies as outlined in company and department manuals and in accordance with Internal Controls. Monitors for compliance.- Manages departmental expenditures and resources.- Answers inquiries pertaining to Slots policies and services, and resolve occupants’ complaints while supporting all customer service programs.- Assigns duties to Table Games/Slots/Poker leadership and creates/approves work schedules for efficient business performance.- Makes final decision on implementation and oversight of overall strategies for the overall engagement, customer service, comp ability, games layout and slot floor mix, revenue growth, and expense management in order to maximize profitability for all areas of responsibility. - Observes and monitors staff performance and plan work processes in order to ensure efficient operations and adherence to Table Games/Slots/Sports Betting policies and procedures.- Recommends and approves changes in status of team members including but not limited to changes from full time to part time, promotions, and transfers.- Responsible for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances. - Protects and preserves assets of the company.- Understands and adheres to all bargaining unit agreements (where applicable).- Responsible for the overall integrity of daily Slot operations. - Participate with the Executive Management Team in developing strategic and tactical operating plans to support property objectives.- Accountable to maximize daily revenue and effectively manage costs, labor and cash control.- Develop and manage departmental expense and capital budgets to support operational objectives.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM. - Maintains strict confidentiality in all departmental and company matters.- 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).
Our Vice President of Human Resources will lead the strategic plan and execution for the talent management life-cycle. He/She will partner with the executive leadership team in aligning the people to the business strategy that drives the business forward. Experience in labor relations (union environment, CBAs, negotiations, etc.) is a must! The following and other duties may be assigned as necessary:- Responsible for directing the overall operations and staff of the HR department including recruitment, training/development, performance management, employee engagement, succession planning, HRIS, HR administration, compensation, and benefit administration. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives. Supports GM in driving HR/Business initiatives. - Responsible for the strategic human resource planning and continuous improvement to provide the Company with the best people talent available and to position the Company as the employer of choice by being aware of policies, practices, and trends within the gaming and racing industries.- Develops programs that enhance the performance of property team members relative to service initiatives and engagement planning.- Ensures that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.- Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management / GM.- Participates in the development of the property's strategic logics to include plans and programs as a strategic partner but particularly from the perspective of the impact on people.- Evaluates and advises on the impact of new programs/strategies and regulatory action as they impact the attraction, motivation, development and retention of the people resources of the property- Develops staffing strategies and implementation plans and programs to identify talent within and outside the property for positions of responsibility. Identifies appropriate and effective external sources for candidates for all levels within the Company.- Conducts and oversees effective, thorough and objective investigations in cases of grievances, harassment, employee concerns or EEOC issues.- Develops programs to allow the property to embrace applicants and employees of all ethnicity/backgrounds and enhance development and performance of all employees.- Establishes credibility throughout the property with management and the employees in order to be an effective listener and problem solver of people issues.- Develops appropriate policies and programs for effective management of the people resources of the property. Included in this area, but not limited to, would be programs for employee relations, affirmative action, sexual harassment, employee complaints, external education and career development.- Maintains current knowledge of HR policies, programs, laws and issues.- Provides technical advice, knowledge, and support to others within and outside the human resources department.- Accomplishes all tasks as appropriately assigned or requested by the property General 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 achievement of department customer service goals. - May also oversee Human Risk Management and Wardrobe departments.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.- Maintains strict confidentiality in all departmental and company matters.
- Responsible for directing the overall operations and staff of the Marketing department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.- Develops and executes strategic marketing plan to include marketing reinvestment, direct marketing, advertising, public relations/community relations, and entertainment for the properties which generates trial and builds long term relationships with customers and strengthens the brand value.- Ensure that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.- Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management / GM.- 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 achievement of department customer service goals. .- Assesses, anticipates and reacts to the competitive marketplace in regard to marketing strategies, programs, campaigns, and promotions. Conducts periodic competitive shops. - Works in conjunction with IT department to ensure appropriate resources are available to run programs.- Familiarization with all company Brand programs and systems and provides input to improve Brand direct marketing efforts.- Responsible for the overall integrity of daily operations, offers and customer database information.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM. - Maintains strict confidentiality in all departmental and company matters.
SUMMARY:The VIP Administrator has a critical role in the National Casino Marketing Department, managing and executing various administrative tasks, booking reservations, updating training manuals, and supporting property initiatives. The role also involves supporting properties within the corporate environment by coordinating and implementing different casino marketing programs to attract and retain valuable customers. The VIP Administrator may also be called upon to work on property-specific projects as needed. ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Supports VIP Marketing Manager, focusing on company’s player development and guest service programs.- Responsible for monitoring player development program to ensure program optimization.- Responsible for quarterly goal property requests and communication- Aid in training of the host program player coding and goal setting processes- Aid in the development and training of the company’s CRM program- Organize and update training documentation related to company’s host program, guest service, and CRM.- Identify future enhancements/needs for player development program and/or guest service, working with various departments to implement.- Support property and online reporting dashboards, working closely with Marketing Analytics- Responsible for Player Development survey and related reporting- Monitor and guest service reporting, assistance with property questions and survey modifications.- Support development of presentations to management and key marketing stakeholders- Perform related duties assigned by the VIP Marketing Manager- Responsible for managing property group travel.- Maintain administrative tasks such as quarterly compliance and expense reporting.- Facilitating cross property campaigns as requested