Player Services Assistant Manager

ViziRecruiter,LLC.; Charles Town (WV); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

A dynamic entertainment company is seeking an individual for a supervisory position in Charles Town, WV. The ideal candidate will be responsible for managing daily operations and staff while ensuring excellent customer service. Qualifications include an Associate’s degree or equivalent experience, proficiency in Microsoft Office, and strong communication skills. Flexibility for shifts, including holidays and weekends, is required. Competitive total rewards package offered, including medical coverage and a performance bonus.

Qualifications

• Must be at least 21 years of age.
• Proficiency in keyboarding skills and software applications.
• Flexible to work all shifts including holidays and weekends.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.

Responsibilities

• Supervise staff and manage daily operations.
• Create effective schedules while meeting staffing objectives.
• Ensure compliance with regulatory requirements.
• Support budget processes and ensure compliance with budget initiatives; report concerns to management.
• Promote outstanding customer service in line with company standards and programs.

Skills

Customer service skills

Verbal communication

Written communication

Problem-solving

Microsoft Office proficiency

Ability to manage staff

Education

Associate’s degree or equivalent

Customer service experience

Tools

Microsoft Office

Office machines

Job description

Introduction

...

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

• 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.
• Assists in conducting investigations into variances, violations of internal controls, and violation of reporting requirements.
• 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 securing the integrity of all assets and oversees balancing of all cage banks.
• Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Acquire new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.
• Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Prepare/review currency transactions reports on assigned shift.
• Approve credit line availability on assigned shift.
• Review of multiple transactions logs for accuracy on assigned shift.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Ensures all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
• Maintains strict confidentiality in all departmental and company matters.
• Ability to work overnight shift including weekends and holidays.

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 21 years of age.

• Associate’s degree (A. A.) or equivalent; or two to four years related customer service experience and/or training; or equivalent combination of education and experience.
• Must have be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
• Must have excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• 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.
• 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.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems).

SUPERVISORY RESPONSIBILITIES

This job may or may not have supervisory responsibilities.

• 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.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendation for employee performance (disciplining, coaching, and counseling).

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

For every year of employment, Employee must: Obtain and maintain a license by the WV Racing Commission and/or WV Lottery as may be required for this position. Successfully complete and maintain certification in the Beverage Service Program (TIPS and TOPS) as may be required for this position.

PHYSICAL DEMANDS

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 may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.