Player Services Assistant Shift Manager

ViziRecruiter,LLC.; Kansas City, Northern (KS, KY); Hybrid; USD 50,000 - 60,000; Full time

Job summary

PENN Entertainment in Kansas City, KS, seeks a capable supervisor to oversee a shift, manage staff, and ensure guest satisfaction in a fast-paced casino environment.

You will supervise daily operations, coordinate scheduling, assist in budgeting, and uphold CTR and SARC compliance while promoting customer loyalty through the Marquee Rewards program.

Qualifications

• Must be at least 21 years old and have a high school diploma or GED.
• Proficient in Microsoft Office and basic office technologies.
• Excellent verbal and written communication skills.
• Flexible to work various shifts, including nights, weekends, and holidays.
• Ability to present information clearly to groups and colleagues.
• Strong math skills: add/subtract, calculate rates, ratios and percentages.

Responsibilities

• Supervise staff and manage daily operations of a designated shift.
• Support achievement of performance and profit objectives.
• Coordinate scheduling and address staffing concerns with the manager.
• Assist in budget processes and report budget concerns to management.
• Provide outstanding customer service and ensure guest satisfaction.
• Respond to guest inquiries and apply service recovery within approved limits.
• Promote rewards programs and maintain engagement with patrons.
• Monitor inventory and verify cash handling procedures across shifts.
• Ensure compliance with CTR and SARC procedures and company policies.

Skills

Communication

Customer service

Problem solving

Teamwork

Attention to detail

Public speaking

Education

High School Diploma/GED

Tools

Microsoft Office

10-key by touch

Office equipment

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.

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.
• 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.

Requirements

• 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).