Sportsbook Assistant Shift Manager (Pending Regulatory Approval)

River City Casino & Hotel; St. Louis (MO); On-site; USD 45,000 - 55,000; Full time

Job summary

PENN Entertainment in Missouri seeks a Retail Sportsbook Supervisor to lead the sportsbook team, drive service standards, and manage staffing and schedules. You will help ensure guest satisfaction, monitor budgets, and coordinate with Marketing and other departments to support promotions.

The role requires 21+ with a bachelor’s degree or equivalent experience; sportsbook knowledge is preferred. Starting salary is $50,000 annually, with benefits and holiday scheduling flexibility.

Qualifications

• Bachelor’s Degree (B.A/B.S.) or four to eight years customer service-related experience and/or training; or equivalent combination of education and experience.
• Prior work experience in a sportsbook preferred.
• Proficient in Microsoft Office applications, email, and databases/spreadsheets/word processing software.
• 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 present information to groups of managers, clients, customers, and the public.
• Ability to perform basic math with rates, ratios, and percentages.
• Ability to interact with guests, staff and colleagues diplomatically.
• Knowledge of all office machines and tools.

Responsibilities

• Supervise and manage team members in the Sportsbook.
• Develop and manage operational goals; monitor performance and profit objectives.
• Create effective schedules while controlling labor costs and meeting guest satisfaction.
• Assist in budgeting and report budget concerns to management.
• Promote outstanding customer service per company standards and programs.
• Ensure staff follow customer service standards and address issues promptly.
• Achieve department customer service goals and respond to inquiries.
• Support staff in guest interaction and service recovery within approved levels.
• Foster a positive environment to encourage guest return visits.
• Ensure operation supplies inventory is maintained and tools are available.

Skills

Customer service

Communication

Team collaboration

Problem solving

Guest relations

Education

Bachelor's degree

Tools

Microsoft Office

Database

Spreadsheets

Word processing

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

WE LOVE OUR WORK.

Essential Duties And Responsibilities

The following and other duties may be assigned as necessary:

• Responsible for supervising and managing team members in the Sportsbook.
• Develops, implements 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.
• 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 the overall achievement of department customer service goals.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
• 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.
• Responsible for all operation supply inventory.
• Ensures team members have the tools needed to do their jobs to maximize efficiently.
• Attend and schedule meetings to address Marketing issues.
• Work with other departments to update guest information in the player tracking system including but not limited to Voluntary Excluded Persons information, banned guest information, addresses, email address, telephone numbers and personal preferences.
• Create, develop and execute casino promotions and special events by working with the Casino Marketing Department.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Ensures all staff are trained and follow CTR and SAR 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.

BRING US YOUR BEST.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty 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.

• Bachelor’s Degree (B.A/B.S.); or four to eight years customer service-related experience and/or training; or equivalent combination of education and experience.
• Prior work experience in a sportsbook preferred.
• 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 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.
• Knowledge of all office machines and tools.

Supervisory Responsibilities

• Responsible for team 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.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendation for employee performance (disciplining, coaching, and counseling).

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment.

Follow us.

Equal Opportunity Employer

STARTING SALARY

Starting at $50,000 annually, based on experience.