Casino Operations Shift Manager

ViziRecruiter,LLC.; Morgantown (WV); On-site; USD 60,000 - 80,000; Full time

Job summary

PENN Entertainment in Morgantown, WV, is seeking a Table Games Operations supervisor to lead a designated shift, manage staff, schedules, and budget considerations while maintaining exceptional guest service. The role requires in-depth knowledge of Table Games operations and the ability to enforce procedures and policies with strong leadership.

The ideal candidate has a bachelor's degree or equivalent experience, excellent communication skills, and proficiency with Microsoft Office and gaming

Qualifications

• Bachelor's degree or four years of experience in a comparable Table Games Operations leadership position.
• Excellent written and oral communication skills.
• Proficiency in Microsoft Office and knowledge of Table Games operating systems.
• Ability to interact with guests and resolve conflicts diplomatically.
• Ability to write reports and present information to groups.

Responsibilities

• Supervise staff and manage daily operations of a designated shift.
• Create effective schedules while controlling labor costs and ensuring guest satisfaction.
• Assist in budgeting and report budget concerns to management.
• Promote superior customer service and ensure compliance with standards.
• Oversee all games and staff in Table Games on the assigned shift.
• Enforce game procedures and policies and monitor compliance.
• Handle customer concerns and service recovery decisions.
• Maintain accountability for gaming equipment and inventories.
• Collaborate with leadership to implement engagement, revenue, and expense strategies.
• Maintain paperwork, logs, and communications for the Table Games department.
• Address team member feedback and maintain daily operational integrity.

Skills

Communication skills

Customer service

Problem solving

Leadership

Education

Bachelor's degree (B.A./B.S.) or equivalent

Tools

Microsoft Excel

Table Games systems

Job description

Overview

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.

Responsibilities

• Responsible for supervising staff and the overall daily management of a designated 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.
• Provides oversight for all games and staff in Table Games on their assigned shift.
• Ensures enforcement of games procedures and policies as outlined in company and department manuals and in accordance with Internal Controls. Monitors for compliance.
• 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 the overall integrity of daily operations on assigned shift.
• Authorized to approve patron credit lines in accordance with the Credit Committee directives and the PGCB regulations.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.
• 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.

Requirements

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 18 years of age.

• Bachelor's degree (B.A./ B.S.) from four-year college or university; or minimum of four 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.