Player Services Assistant Shift Manager

Hollywood Casino At Kansas Speedway; Kansas City (KS); On-site; USD 45,000 - 65,000; Full time

Job summary

PENN Entertainment is seeking a capable supervisor to lead a designated shift at our Kansas City property. You’ll oversee staff, monitor guest service, and ensure daily operations run smoothly in a fast-paced environment.

Responsibilities include scheduling coordination with management, enforcing compliance, handling cage procedures, and supporting the Marquee Rewards program while protecting confidentiality and delivering outstanding guest experiences.

Qualifications

• Must be at least 21 years of age.
• High school diploma/GED or related customer service experience.
• Proficient in computer knowledge including keyboarding, Microsoft Office, email, and databases.
• Excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.

Responsibilities

• Supervise staff and the daily management of a designated shift.
• Support and manage operational goals and monitor performance against targets.
• Coordinate scheduling with management to ensure guest satisfaction.
• Assist in budget-related tasks and report concerns as needed.
• Promote outstanding customer service and ensure staff compliance with company standards.

Skills

Staff supervision

Customer service

Cash handling

Communication skills

Microsoft Office

Tools

10-key by touch

Cash handling systems

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—may vary by 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.


• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.


• May be responsible for assisting in the budget process for the department by providing recommendations; supports 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.


• Assists with guest inquiries while monitoring and applying service recovery within authorized levels.


• Assist in acquisition of new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.


• Monitors operation supply inventory on assigned shift. Notifies manager of issues.


• Review and approve cage documentation based on established levels of authorization in absence of Shift Manager.


• Prepare/review currency transactions reports in absence of Shift Manager on assigned shift.


• Verify vault accountability at end of shift on assigned shift.


• Verify Credit line availability in absence of Shift Manager on assigned shift.


• Verification of main bank and window cashier drawers.


• Authorizing checks.


• Prepare customer deposit and safekeeping log.


• 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.

BRING US YOUR BEST.

Qualification 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.


• High school diploma/GED; 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 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).

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.

Follow us.

Equal Opportunity Employer