Mutuel Manager

ViziRecruiter,LLC.; East Hanover Township (PA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Job summary

A leading entertainment company seeks a professional to oversee Mutuels and Admissions operations. Responsibilities include staffing, compliance, guest service, and employee development. Candidates should have a High School Diploma, 2-3 years of relevant experience, and strong communication and mathematical problem-solving skills. This role is located in East Hanover Township, Pennsylvania and offers competitive benefits.

Qualifications

• 2-3 years of experience or equivalent combination of education and experience.
• Ability to respond to inquiries or complaints from guests and agencies.
• Intermediate computer knowledge.
• Ability to identify problems, collect data, analyze, and draw valid conclusions.
• Intermediate computer knowledge; competent in Microsoft Office; ability to operate POS systems.

Responsibilities

• Staff Mutuels and Admissions operations, including interviewing and selection.
• Ensure compliance with policies and procedures.
• Monitor guest service and staff productivity.
• Investigate employee complaints with HR and respond appropriately.
• Investigate and resolve customer complaints fairly.
• Ensure annual performance evaluations for Mutuel Managers and Leads are conducted.
• Communicate with vendors and departments to maintain standards.
• Collaborate with tote company and ADW/telebet provider to meet needs.
• Assist in racing/marketing promotions/events as needed.
• Provide professional representation at meetings and events.
• Develop and lead a high-performance department with internal succession.
• Maintain an environment of trust and respect with guests and staff.
• Reward, recognize, coach, and counsel employees.
• Document employee performance and incidents timely.
• Adhere to Leadership Competency Model and Red Carpet Customer Service guidelines.
• Supervise Mutuels and Admissions, including hiring/training and performance appraisals.

Skills

Mathematical problem solving

Strong communication

Guest service focus

Staff management

Leadership

Team supervision

Analytical thinking

Microsoft Office

POS systems

Education

High School Diploma/GED

Tools

Microsoft Office

POS 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.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Responsibilities

• Appropriately and efficiently staff Mutuels and Admissions operations including interviewing, selection, scheduling, and employee development.
• Ensure compliance with company policies and procedures, regulatory requirements or restrictions, and the Local 108 collective bargaining agreement.
• Monitor and evaluate operations and take action to ensure the expected levels of guest service and productivity of Mutuels and Admissions staff are met.
• Investigate employee complaints and/or grievances, in cooperation with the Human Resources Department, and respond appropriately.
• Investigate and resolve customer complaints/conflicts in a fair and equitable manner.
• Ensure that annual performance evaluations for Mutuel Managers and Leads are prepared and conducted appropriately.
• Distribute information to OTWs pertaining to DRP content and facilitate the placement of orders on a weekly basis.
• Communicate with vendors and other departments to ensure that standards are maintained.
• Work closely with the official tote company of the racetrack to ensure that all needs are met.
• Work closely with the official Advance Deposit Wagering (ADW) and telebet provider of the racetrack to ensure that all needs are met.
• Assist in racing/marketing promotions/events as needed.
• Provide professional representation at internal and external meetings and events.
• Develop and lead a high-performance department to include at least one internal successor to the Manager of Racing Services role.
• Create and maintain an environment of mutual and reciprocal trust, respect, and confidence within the department and when dealing with internal/external guests.
• Reward, recognize, coach, and counsel department employees.
• Maintain accurate and timely documentation of employee performance and department incidents.
• Demonstrate abilities with PENN’s Leadership Competency Model that include Visioning, Decisive Judgment, Leading Change, Business Acumen, Driving for Results, Guest Focus, integrity, Resilience, Leading Teams, Coaching and Developing Others, and Relationship Management.
• Ensure interactions with internal and external guests follow the guidelines of the “Red Carpet Customer Service” Program.
• Adhere to all Corporate and local policies, procedures, and operating guidelines.
• Demonstrate abilities to meet performance expectations with Communications, initiative/Problem Solving, Guest Service/interpersonal Relations, Work Habits and Conduct, and Responsible Gaming/Business Ethics.
• Supervisory responsibility over Mutuels and Admissions. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing concerns; and resolving problems.

Requirements

• High School Diploma/GED; 2-3 years of experience; or equivalent combination of education and experience.
• Must have the ability to respond to common inquiries or complaints from guests, regulatory agencies, and community members.
• Must have the ability to work with mathematical concepts and apply concepts to practical situations.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Intermediate computer knowledge; competent in Microsoft Office applications; ability to operate POS Systems.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Walking 35% of the time.
• Sitting 35% of the time.
• Standing 25% of the time.
• Bending and lifting 5% of the time.
• Lifting/moving maximum of 20 lbs.
• Ability to see 20/20, color, and/or peripherally.
• This is a smoking environment in guest areas and a non-smoking, with the exception of designated areas, employee environment.
• Moderate Noise Level.