PLAYER SERVICES MANAGER

PENN Entertainment, Inc.; Hobbs (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

PENN Entertainment in Hobbs, NM seeks an experienced supervisor to lead Player Services, Cage, and Vault teams. You will manage schedules, enforce controls, and ensure compliance with AML requirements while delivering exceptional guest service and accurate transactions.

The role requires strong leadership, financial awareness, and the ability to coordinate with Marketing and other departments on programs and promotions. This position supports a fast-paced casino environment.

Qualifications

• Bachelor's degree or four years of related experience in customer service, gaming, or supervisory roles.
• Proficient in Microsoft Office and internal Cage/Player Services systems.
• Excellent communication, organization, and problem-solving abilities.
• Ability to manage shifting schedules and ensure compliance with controls.

Responsibilities

• Supervise, manage, schedule, and direct team members in Player Services, Cage, and Vault operations.
• Develop and monitor departmental goals, performance, guest service, compliance, and financial objectives.
• Create schedules to cover staffing, control labor costs, and support guest satisfaction.
• Enforce procedures for Cage, Vault, and Player Services in line with policies and AML requirements.
• Maintain records and ensure transactions are properly authorized and stored.
• Review reports, investigate discrepancies, and escalate issues promptly.
• Maintain segregation of duties, system access, and dual-control procedures to safeguard assets.
• Oversee security and integrity of cage vault assets and funds.
• Review and approve documentation within authorization levels.
• Ensure CTR, SARC and AML compliance, training and record retention.
• Monitor suspicious activity and escalate to Compliance.
• Respond to requests from auditors and regulators and assist investigations.
• Ensure compliance with all laws and report potential concerns to management.
• Oversee transactions and guest support, including ticket redemption and payments.
• Resolve or escalate guest disputes consistent with controls and service standards.
• Promote PENN Play program and assist with player accounts.
• Coordinate with Marketing and other departments for programs and promotions.
• Oversee use of Cage and Player Services systems and handle outages.
• Manage supply and equipment inventories for safe, accurate operation.

Skills

Supervisory experience

Customer service orientation

Analytical skills

Verbal & written communication

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

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

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

Responsibilities

• Responsible for supervising, managing, scheduling, and directing team members assigned to Player Services, Cage, and Vault operations.
• Develops, implements, and manages departmental operational goals and monitors performance, productivity, guest service, compliance, and financial objectives.
• Creates effective and efficient schedules that maintain appropriate staffing coverage, control labor costs and overtime, meet business needs, and support guest satisfaction.
• Establishes, implements, and consistently enforces departmental procedures for Cage, Vault, and Player Services operations in accordance with company policies, approved internal controls, the property's Anti-Money Laundering program, and all applicable regulatory requirements.
• Maintains required departmental records and supporting documentation and ensures transactions are completed accurately, properly authorized, and retained in accordance with established record-retention requirements.
• Reviews departmental exception reports, transaction activity, variances, and supporting documentation; investigates discrepancies, reporting failures, and control violations; and ensures issues are documented, escalated, and resolved in a timely manner.
• Ensures appropriate segregation of duties, system access, transaction limits, approval levels, and dual-control procedures are maintained to safeguard company assets and support the integrity of Cage, Vault, and Player Services operations.
• Oversees the security and integrity of departmental assets, including the balancing and accountability of cage banks, vault inventories, and other assigned funds and negotiable instruments.
• Reviews and approves cage and vault documentation within established authorization levels and ensures required approvals and supporting records are complete.
• Oversees compliance with Currency Transaction Report (CTR), Suspicious Activity Referral Committee (SARC), multiple transaction log, and other Anti-Money Laundering requirements, including transaction identification and aggregation, documentation review, timely escalation, required training, and record retention.
• Monitors for and documents suspicious or unusual activity and cooperates with Compliance on investigations and regulatory filings. Ensures potential concerns are promptly escalated to Compliance and property leadership in accordance with established procedures.
• Responds to requests from Revenue Audit, Compliance, Internal Audit, external auditors, and regulatory agencies. Assists with investigations and ensures audit findings, documentation deficiencies, and control weaknesses are addressed through timely corrective action.
• Ensures compliance with all federal, state, local, regulatory, and company requirements within the area of responsibility and reports potential violations or material concerns to Executive Management, the General Manager, and Compliance, as appropriate.
• Oversees Cage and Player Services transactions and guest support, including ticket redemption, gaming-related payments, check cashing, credit card cash advances, front-money or safekeeping activity, player account assistance, and PENN Play services, as applicable to property operations.
• Resolves or appropriately escalates guest disputes and transaction issues involving Cage, Vault, or Player Services while maintaining established authorization limits, internal controls, and customer-service standards.
• 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.
• Promotes enrollment and participation in the PENN Play program and ensures team members accurately communicate program benefits and provide appropriate player-account assistance.
• Acts as a liaison with Marketing and other operating departments to ensure programs, promotions, events, and operational changes are communicated and executed effectively.
• Oversees the proper use and operation of Cage and Player Services systems and equipment, including system access and user permissions. Coordinates the escalation of system or equipment outages and ensures established business-continuity procedures are followed.
• Manages departmental supply and equipment inventories to ensure team members have the resources necessary to perform their duties safely, accurately, and efficiently.

Requirements

• Must be at least 21 years of age.
• Bachelor's degree from an accredited four-year college or university, or a minimum of four years of related customer service, cage, vault, financial-services, gaming, or supervisory experience and/or training, or an equivalent combination of education and experience.
• Must be proficient in Microsoft Office applications, email, databases, spreadsheets, word-processing software, and applicable Cage and Player Services systems.
• Must possess excellent verbal and written communication, organization, analytical, and problem-solving skills.
• Must be able to work all shifts, including holidays, nights, weekends, and overtime, as business needs dictate.
• Ability to write reports, business correspondence, training materials, and departmental procedures.
• Ability to effectively present information and respond to questions from team members, managers, guests, auditors, regulators, and the general public.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals and to compute rates, ratios, and percentages.
• Ability to interact with guests, team members, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of cash-handling equipment and systems, which may include currency counters, jet sort equipment, coin equipment, 10-key, ticket-redemption systems, and credit-card cash-advance systems.
• Working knowledge of internal controls, cash accountability, Title 31 and Anti-Money Laundering requirements, audit practices, and applicable gaming regulations is preferred.
• Must be able to qualify for and maintain all licenses and permits required by federal, state, and local regulations.