Player Services Shift Lead — Guest Experience

HWCC-Tunica, Inc.; Mississippi; On-site; USD 39,000 - 46,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

PENN Entertainment in Mississippi is seeking a shift supervisor to oversee staff and daily operations. You will support goals, monitor performance, and ensure guest satisfaction while coordinating with management.

You should be able to handle budgets, promote customer service, assist in acquiring players through Marquee Rewards, manage inventories, and verify cash processes. This role requires flexibility for all shifts, including holidays and weekends.

Qualifications

• High school diploma or GED; or two to four years related customer service experience and/or training.
• Must be proficient in computer knowledge including keyboarding, Microsoft Office, email, databases, spreadsheets, and word processing.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise staff and manage daily operations of a designated shift.
• Coordinate scheduling with the manager and focus on guest satisfaction.
• Assist in budget processes and report budget concerns to the manager.
• Promote and demonstrate superior customer service in line with company standards.
• Assist guests with inquiries and apply service recovery within authorized levels.
• Promote Marquee Rewards membership and benefits to new players.
• Monitor shift inventory and notify management of issues.
• Review and approve cage documentation in absence of the Shift Manager.
• Prepare and review currency transactions and vault accountability.
• Ensure regulatory compliance and CTR/SARC procedures; maintain confidentiality.

Job description

PENN Entertainment in Mississippi is seeking a shift supervisor to oversee staff and daily operations. You will support goals, monitor performance, and ensure guest satisfaction while coordinating with management.

You should be able to handle budgets, promote customer service, assist in acquiring players through Marquee Rewards, manage inventories, and verify cash processes. This role requires flexibility for all shifts, including holidays and weekends.