Player Services Shift Manager

ViziRecruiter,LLC.; Columbus (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

PENN Entertainment is seeking a guest-focused leader to oversee cashiering operations and drive exceptional service across shifts. You will steward compliance, protect assets, and engage with guests to foster a fun environment.

The role requires leadership experience, strong communication, and the ability to work in a fast-paced casino setting. A Bachelor's degree and proficiency with Microsoft Office are expected. This is a full-time, on-site position with comprehensive benefits.

Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal abilities and guest service mindset.
• Ability to manage time, think critically, and lead a team.
• Comfort with budgeting, P&L concepts and operational metrics.

Responsibilities

• Foster a fun, guest-friendly environment.
• Host guests and coworkers with enthusiasm and professionalism.
• Promote community engagement and participate in company events.
• Oversee cashiering operations for assigned shift while safeguarding assets.
• Maintain knowledge of the player tracking system and suggest improvements.
• Ensure compliance with regulatory, internal control, and policy requirements.
• Lead staffing, training, and coaching to achieve performance goals.
• Plan staffing and scheduling to meet business demand and guest satisfaction.
• Manage department budgets, P&L statements, and labor analysis.

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 fostering a fun environment
• Responsible for being a gracious host to all guests and co-workers
• Responsible for promoting a positive influence in the community and participating in company-sponsored events
• Manages all aspects of cashiering operations for assigned shift at the company in a manner that safeguards assets of the company
• Maintain thorough knowledge of player tracking system and its components and suggest improvements
• Familiarization with all company programs and systems
• Responsible for the overall integrity of daily operations, ensures compliance with all regulatory, internal control, and policies and procedures
• Ensures compliance with Title 31 requirements and processes
• Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service. Then, monitors results through inspection, evaluation and analysis. Makes changes if necessary to achieve end result
• Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation
• Responsible for staffing and scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction
• Responsible for overall department budgets, profit and loss statements, cost analysis, labor analysis, planning and promotions
• Builds guest relations through visibility to customer, soliciting/requesting feedback, and responding to guest concerns appropriately and professionally to resolve any issues
• Presents oneself as a Credit to the Company and encourages others to do the same
• Performs all other related and compatible duties as assigned

Requirements

• Must have an outgoing, energetic and enthusiastic attitude
• Must enjoy hosting others - Must be comfortable initiating conversations and creating a fun environment with our guests
• Bachelor’s degree (B.A./B.S.) from an accredited four-year college or university
• Three years progressively more challenging leadership role, cashiering or casino operations preferred
• Must be proficient in Microsoft applications (Excel, Access, Word)
• Good oral and written communication skills, must be fluent and literate in English
• Must possess excellent interpersonal skills
• Ability to respond calmly and make rational decisions in stressful situations with co-workers, guests and vendors in a fast-paced environment
• Ability to stand and walk, and mobility to move easily around cashiering and vault areas as well as entire property for entire shift
• Ability to learn Budget & P&L Statements
• Proven time management and critical thinking skills required - Must be able to listen and respond to visual and aural cues
• Must be able to tolerate areas containing second hand smoke, varying noise and temperature levels, illumination, vibration, crowds and air quality
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces