Transportation Assistant Shift Manager

Hollywood Casino-Aurora, Inc.; Aurora (IL); On-site; USD 56,000 - 68,000; Full time

Job summary

Hollywood Casino-Aurora, Inc. is seeking a Transportation Assistant Shift Manager to lead valet and transportation operations on a shift, ensuring guest service excellence and safe vehicle handling.

You will supervise attendants, coordinate shuttle activity, enforce safety protocols, and work with management to maintain smooth operations. The role requires leadership, strong communication, and the ability to respond quickly to incidents.

Qualifications

• High school diploma or GED or equivalent experience.
• Experience in valet parking, transportation, hospitality, or related.
• Previous lead or supervisory experience preferred.
• Valid driver’s license and driving record meeting requirements.
• Ability to safely operate automatic vehicles; manual transmission preferred when required.
• Strong leadership, customer service, communication, decision-making, conflict resolution, and organization.
• Ability to use radios, mobile devices, ticketing systems, scheduling tools, and standard business apps.

Responsibilities

• Manage daily valet and transportation operations during shifts.
• Conduct pre-shift briefings and set priorities.
• Monitor vehicle flow and arrivals/departures.
• Ensure equipment is secure and functional.
• Provide professional guest service and handle concerns.
• Escalate significant issues to management.
• Supervise valet attendants, drivers, and dispatch personnel.
• Coach staff on service, safety, and performance.
• Document attendance, policy violations, and incidents.
• Support onboarding and ongoing team development.
• Enforce safety, key control, and vehicle inspection procedures.
• Report incidents with documentation.
• Coordinate shuttle schedules and route coverage.
• Ensure only authorized staff operate vehicles.
• Complete shift reports and logs.
• Follow cash handling and revenue controls where applicable.
• Assist with scheduling and payroll documentation.
• Protect guest and vehicle information.

Skills

Leadership

Customer service

Communication

Decision making

Conflict resolution

Organizational skills

Radio usage

Education

High school diploma or GED

Tools

Radio systems

Ticketing systems

Scheduling tools

Standard business apps

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.

The Transportation Assistant Shift Manager oversees valet parking and transportation operations during assigned shifts. This hands‑on leadership role is responsible for guest service, safe vehicle handling, employee accountability, service efficiency, incident response, and compliance with company policies and operating standards. The Assistant Shift Manager serves as the primary on‑shift contact for guests, team members, property leadership, and operational partners. The Assistant Shift Manager will report to the Transportation Manager.

Key Responsibilities

Operational Leadership

• Manage daily valet and transportation operations during assigned shifts and adjust assignments based on business demand.
• Conduct pre-shift briefings, communicate priorities, and ensure team members understand their posts and responsibilities.
• Monitor vehicle flow, traffic conditions, arrival and departure activity, retrieval times, and special event needs.
• Ensure valet podiums, keys, tickets, radios, shuttles, and other operating equipment are secure, functional, and accounted for.

Guest Service

• Provide professional, responsive service to guests, owners, residents, visitors, and property partners.
• Resolve guest concerns and service recovery matters calmly, respectfully, and within assigned authority.
• Coordinate transportation requests, provide directions, and assist with luggage or reasonable guest accommodations.
• Escalate significant complaints, claims, safety concerns, or unresolved service matters to management.

Employee Supervision and Accountability

• Supervise valet attendants, drivers, shuttle operators, dispatch personnel, and other assigned team members.
• Monitor attendance, punctuality, appearance, conduct, productivity, and compliance with operating procedures.
• Coach employees on customer service, vehicle handling, safety, communication, and performance expectations.
• Document attendance issues, policy violations, coaching, incidents, and corrective action in accordance with company procedures.
• Support new‑hire orientation, on‑the‑job training, and ongoing team development.

Safety and Risk Management

• Enforce safe driving, key‑control, vehicle inspection, pedestrian safety, and parking procedures at all times.
• Respond to and document vehicle damage claims, accidents, injuries, safety hazards, and other operational incidents.
• Ensure incident reports are accurate, complete, timely, and supported by available photographs, witness information, or other required documentation.
• Inspect work areas, parking facilities, transportation vehicles, and equipment for safety or operational concerns.
• Immediately report suspected impairment, unsafe conduct, security concerns, or serious policy violations through the appropriate management channel.

Vehicle and Transportation Management

• Ensure guest vehicles are received, inspected, parked, secured, located, and returned in accordance with company standards.
• Maintain accurate key custody and vehicle location records and prevent unauthorized vehicle access.
• Coordinate shuttle schedules, pickup and drop‑off requests, route coverage, fueling, cleanliness, and readiness.
• Confirm that only authorized and qualified employees operate guest or company vehicles.

Administrative and Financial Controls

• Complete shift reports, staffing records, attendance documentation, vehicle logs, transportation logs, and incident reports.
• Communicate outstanding issues, follow‑up needs, and significant events during shift handoff and management reporting.
• Follow established procedures for tickets, payments, cash handling, gratuities, validations, and revenue controls, where applicable.
• Assist with scheduling, labor control, supply monitoring, payroll documentation, and operational performance tracking.
• Protect guest information, vehicle information, keys, access credentials, and other confidential business records.

Required Qualifications

• High school diploma or GED, or an equivalent combination of education and relevant experience.
• Previous experience in valet parking, transportation, hospitality, parking operations, guest service, or a related environment.
• Previous lead or supervisory experience preferred.
• Valid driver’s license and a driving record that meets company and insurance requirements.
• Ability to safely operate automatic‑transmission vehicles; manual‑transmission experience is preferred when required by the operation.
• Strong leadership, customer service, communication, decision‑making, conflict‑resolution, and organizational skills.
• Ability to remain professional and make sound decisions in a fast‑paced guest‑service environment.
• Ability to use radios, mobile devices, ticketing systems, scheduling tools, and standard business applications.

Physical and Work Requirements

• Ability to stand, walk, bend, reach, and enter or exit vehicles repeatedly throughout the shift.
• Ability to work outdoors and in changing weather conditions, traffic conditions, and varying noise levels.
• Ability to occasionally lift or move items weighing up to 50 pounds, with or without reasonable accommodation.
• Ability to respond promptly to emergencies, vehicle requests, guest concerns, and changing operational demands.
• Ability to work a flexible schedule that may include early mornings, evenings, overnight shifts, weekends, holidays, and special events.

Success in This Role

• Maintains safe, organized, and efficient valet and transportation operations.
• Promotes a guest‑first culture while balancing service speed, quality, and risk control.
• Holds team members accountable consistently, respectfully, and in accordance with company policy.
• Produces timely and accurate shift, attendance, incident, and vehicle documentation.
• Reduces preventable safety events, vehicle handling errors, key‑control issues, and service breakdowns.
• Communicates clearly with employees, guests, property leadership, and management.

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.

STARTING SALARY

$62,000 year