Player Services Shift Manager

Hollywood Gaming at Mahoning Valley Race Course

6d • Onsite

About The Position

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.
WE LOVE OUR WORK.
Essential Responsibilities:
Supervision of staff and the overall daily management of a designated shift in Player Services department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
Responsible for the overall integrity of daily operations on assigned shift.
Notifies Leader of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
Manages player tracking cards on-site, online, and digitally.
May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager.
Prepares/reviews currency transactions reports.
Knowledge of and enforcement of all gaming laws and regulations which apply to the functions and duties of the Player Services Department for which this position is responsible.
Safeguards all cage assets.
Manages acquisition of new players through the continuous promotion of the Rewards program and the special benefits of card membership.
Manages vault accountability at end of shift on assigned shift.
Manages the verification of credit line availability.
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.
Exhibits a friendly, helpful and courteous manner when dealing with guests and fellow team members.
Fills in on Player Attendant Duties, when necessary.
This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members.

Requirements

• Manages difficult or emotional guest situations; Responds promptly to guest needs.
• Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Must be proficient in Microsoft applications (Excel, Access, Word, Outlook).
• Ability to understand and analyze Budget and P&L Statements.
• Proven managerial and critical thinking skills required.
• Must possess excellent employee relations skills.
• 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 respond calmly and make rational decisions when required.
• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to perform these operations using units of America money and weight measurement, volume and distance.
• Possess ability to operate an adding machine and have basic computer skills.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.
• While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
• The employee frequently is required to reach with hands and arms and talk or hear.
• Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 100 lbs., 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.
• Team Members must be drug free.
• Associates degree (A.A) from technical school; or one to two years in management experience; or equivalent combination of education and experience.

Responsibilities

• Supervision of staff and the overall daily management of a designated shift in Player Services department.
• Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
• Responsible for the overall integrity of daily operations on assigned shift.
• Notifies Leader of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
• Manages player tracking cards on-site, online, and digitally.
• May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager.
• Prepares/reviews currency transactions reports.
• Knowledge of and enforcement of all gaming laws and regulations which apply to the functions and duties of the Player Services Department for which this position is responsible.
• Safeguards all cage assets.
• Manages acquisition of new players through the continuous promotion of the Rewards program and the special benefits of card membership.
• Manages vault accountability at end of shift on assigned shift.
• Manages the verification of credit line availability.
• 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.
• Exhibits a friendly, helpful and courteous manner when dealing with guests and fellow team members.
• Fills in on Player Attendant Duties, when necessary.
• 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 regard 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.
• Responsible for employee performance (disciplining, coaching, counseling).

Benefits

• wellness programs designed to support our team members' financial, physical, and mental well-being
• day-one medical coverage
• 401(k) matching
• annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree