Player Services Shift Manager

ViziRecruiter,LLC.; Indiana (PA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

A leading entertainment company in Indiana seeks an individual to supervise daily operations and ensure superior customer service. Responsibilities include staff management, training, and compliance with regulatory standards. Candidates should have a high school diploma or equivalent, along with customer service experience. Proficiency in Microsoft Office and excellent communication skills are essential. The position requires flexibility to work various shifts, including nights and weekends. Competitive benefits are offered.

Qualifications

• Must be 21 or older.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills.
• Experience with budgeting and cash handling preferred.
• Flexible to work nights, weekends, and holidays as needed.
• Strong computer skills including Office suite and databases.

Responsibilities

• Supervise staff and manage daily operations.
• Hire and train qualified applicants.
• Ensure compliance with regulatory standards.
• Assist in the budget process and monitor departmental spending.
• Promote superior customer service and ensure staff adherence to standards.
• Explain wagering rules and assist guests with bets.

Skills

Customer service

Communication

Problem-solving

Teamwork

Computer proficiency

Cash handling

Education

High school diploma/GED

2-4 years in customer service

Tools

Microsoft Office

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.

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

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.
• Responsible for the hiring and training of well qualified applicants.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Assists 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.
• Assist in guest inquiries while monitoring and applying service recovery within authorized levels.
• Assist in acquisition of new players through the continuous promotion of the MyChoice card program and the special benefits of card membership.
• Ability to maintain supplies and enter orders as needed.
• Assist with preparing the monthly P&L reviews and yearly budget.
• Enforces, reviews and approves changes or revisions to operating practices, procedures and standards based on business practices and internal controls.
• Review and approve cage documentation based on established levels of authorization in absence of Manager.
• Prepare/review currency transactions reports in absence of Manager on assigned shift.
• Verify vault accountability at end of shift on assigned shift.
• Review, make approvals/denials, and maintain all credit files.
• Verify credit line availability in absence of Manager.
• 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.
• Responsible for supervising staff and the overall daily management of a designated shift in the Sportsbook department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
• Shares responsibility for the overall integrity of daily operations on assigned shift.
• Close out tellers at the end of their shifts, ensuring that all money and supporting documentation has been accounted for and secured appropriately.
• Sends out daily reports as required.
• Verifying cash drawers, complete reports, rate casino customer activity, and monitor sports book for suspicious activity.
• Prepare and stock all the daily sports sheets.
• Explain wagering rules, including betting lines and odds, and procedures to guests as needed.
• Notify leadership team of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
• Approves and denies wagers from guests as permitted.
• Updates and maintains all customer sheets.
• Monitors all monies being wagered and updates the betting odds according to policy.
• Maintains strict confidentiality in all departmental and company matters.
• If trained, can assist in the Drop/Count when a team member is needed due to staffing.
• Other job-related duties as requested.

Requirements

• Must be 21 or older.
• High school diploma/GED; or two to four years related customer service experience and/or training; or equivalent combination of education and experience.
• Must 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).