Casino Operations Shift Manager

Socket.dev; Morgantown (PA); On-site; USD 80,000 - 120,000; Full time

Job summary

PENN Entertainment is seeking a Table Games Operations leader to supervise staff and daily shift activities, ensuring profitable performance and high-quality guest service. The role requires coordinating budgets, schedules, and compliance with internal controls.

The successful candidate will have a bachelor’s degree or equivalent, strong communication skills, and extensive knowledge of Table Games operations.

Qualifications

• 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 written and oral communication skills.
• Proficiency in Microsoft Office applications (Excel, Word) and knowledge of Table Games operating systems.
• Ability to interact with guests, staff and colleagues and resolve problems diplomatically.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information to managers, clients, customers, and the public.
• Extensive knowledge of all Table Games and Table Games Operations.
• Flexibility to work all shifts including holidays, nights, weekends, and overtime.

Responsibilities

• Supervise staff and overall daily management of a designated shift; monitor performance and profit objectives.
• Create effective schedules while managing labor costs and guest satisfaction.
• Assist in department budget process and ensure compliance with budget initiatives; report concerns to management.
• Promote superior customer service and ensure service standards are followed by team members.
• Provide oversight for all games and staff in Table Games on assigned shift.
• Enforce game procedures and regulatory compliance; monitor for issues.
• Handle customer concerns and govern service recovery decisions.
• Manage casino chips, cards, dice, and gaming equipment inventory.
• Collaborate with leadership to implement engagement, strategy, and revenue initiatives.

Skills

Leadership

Communication

Microsoft Excel

Microsoft Word

Table Games systems knowledge

Problem solving

Staff management

Education

Bachelor's degree or equivalent in relevant field

Tools

Excel

Word

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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—mayvaryby position.Paid time off is earned according to the local policy and increases with the length of employment.

WE LOVE OUR WORK.

• 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.

BRING US YOUR BEST.

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.

STAY IN THE GAME. FOLLOW US.

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