Player Services Shift Manager

ViziRecruiter,LLC.; Lawrenceburg, Northern (KY, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Job summary

PENN Entertainment in Kentucky seeks an experienced supervisor to lead daily casino operations, manage staff, and ensure exceptional guest service. The role covers scheduling, budgeting input, and ensuring compliance with regulatory controls.

The ideal candidate has strong communication skills, solid cash handling, and the ability to train and develop team members in a fast-paced environment.

Qualifications

• Must have strong verbal and written communication skills.
• Experience in a fast-paced guest-facing environment is preferred.
• Ability to manage schedules, budgets, and compliance procedures.

Responsibilities

• Supervise staff and manage daily shift operations.
• Create effective schedules while controlling labor costs.
• Investigate variances and internal control violations.
• Assist budget processes and report on budget concerns.
• Deliver superior customer service in line with company standards.
• Ensure assets are secure and cash handling is accurate.
• Maintain compliance with CTR and SARC procedures.
• Train staff and participate in performance feedback.

Skills

Verbal communication

Written communication

Customer service

Microsoft Office

Attention to detail

Education

Associate’s degree (A. A.) or equivalent

Two to four years related customer service experience

Tools

Microsoft Office Suite

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—mayvaryby 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.
• Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Assists in conducting investigations into variances, violations of internal controls, and violation of reporting requirements.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring 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.
• Responsible for securing the integrity of all assets and oversees balancing of all cage banks.
• Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Acquire new players through the continuous promotion of the Player Rewards card program and the special benefits of card membership.
• Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Prepare/review currency transactions reports on assigned shift.
• Approve credit line availability on assigned shift.
• Review of multiple transactions logs for accuracy on assigned shift.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• 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.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES:

• Responsible for staff development and training programs
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive
• feedback to employees in regards to performance.
• Determines recommendation for staffing (including interviewing and hiring)
• and scheduling (planning, assigning and directing work) to meet business
• needs.
• Determines work procedures and expedites workflow.

Requirements

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 21 years of age.
• 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.
• Must have 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 write reports, business correspondence, and procedure manuals.
• 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.