Player Services Manager - Casino Guest Experience

Hollywood Casino at Charles Town Races; Charles Town (WV); On-site; USD 42,000 - 64,000; Full time

Job summary

PENN Entertainment in West Virginia invites qualified professionals to join our team at Charles Town. The role supervises a designated shift, guides staff, ensures guest satisfaction, and helps meet financial goals while maintaining internal controls and safety standards.

Responsibilities include creating schedules, reviewing audits, assisting in the budget process, and maintaining CTR/SARC compliance. Strong communication and problem-solving skills, plus the ability to adapt to varying shifts,

Qualifications

• 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.
• Proficient in computer knowledge: keyboarding, MS Office, email, database, spreadsheets, and word processing.
• Excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information to groups of managers, clients, customers, and the public.
• Numerical ability: basic arithmetic and data interpretation.
• Ability to interact with guests, staff and resolve problems diplomatically.
• Knowledge of office machines and tools (jet sort, coin roller, 10-key by touch, credit card systems).

Responsibilities

• Supervise staff and manage daily operations of a shift.
• Create schedules while controlling labor costs and ensuring guest satisfaction.
• Assist in investigations into variances and internal controls violations.
• Support department budget processes and report concerns to management.
• Promote superior customer service aligned with company standards.
• Maintain asset security and reconcile cash handling processes.
• Ensure CTR and SARC procedures are followed and paperwork is complete.

Skills

Customer service

Verbal & written communication

Office software

Reporting

Problem solving

Flexibility

Public speaking

Numerical ability

Interpersonal skills

Training & staff development

Education

Associate’s degree or equivalent

Tools

Jet sort

Coin roller

10-key by touch

Credit card systems

Job description

PENN Entertainment in West Virginia invites qualified professionals to join our team at Charles Town. The role supervises a designated shift, guides staff, ensures guest satisfaction, and helps meet financial goals while maintaining internal controls and safety standards.

Responsibilities include creating schedules, reviewing audits, assisting in the budget process, and maintaining CTR/SARC compliance. Strong communication and problem-solving skills, plus the ability to adapt to varying shifts,