Customer Service Assistant Manager

PENN Entertainment • Bangor, ME

2d

About The Position

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. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK. Responsible for the overall operation of Table Games on assigned shift and when called upon assists the Mgr Table Games Shift with all aspects of day to day operations Directs the Table Games supervisors to accomplish the goals of the individual gaming areas and Table Games department Works closely with Table Games Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability Drives improved results through staff development and training programs, and establshed methods, procedures and guidelines to maintain desired standards, and high quality service, then monitors results through inspection, evaluation and analysis. Works with Manager to make changes if necessary to achieve end result Management accountablility for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation Responsible for scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction Provides visible leadership in gaming operation areas Ensures compliance with Title 31 requirements and processes Responsible for the overall integrity of daily operations. Models regulatory, departmental and company policies and procedures Presents oneself as a credit to the Company and encourages others to do the same Performs all other related and compatible duties as assigned

Requirements

• Bachelor’s degree (B.A./B.S.) from an accredited four-year college or university
• Three years progressively more challenging experience in a gaming operations role, some table games experience preferred
• Must be proficient in Microsoft applications (Excel, Access, Word)
• Ability to learn and understand Budge and P&L Statements
• Good oral and written communication skills, must be fluent and literate in English
• Able to develop effective problem solving skills with the ability to exercise independent judgment within established policies
• Must possess excellent interpersonal and employee relations skills
• Ability to respond calmly and make rational decisions in stressful situations with co-workers, guests and vendors in a fast-paced environment
• Ability to stand and walk, and mobility to move easily around pit area as well as entire property for entire shift
• Must be able to listen and respond to visual and aural cues
• Must be able to tolerate areas with varying noise and temperature levels, illumination, vibration and crowds
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confirned spaces

Nice To Haves

• Three years progressively more challenging experience in a gaming operations role, some table games experience preferred

Responsibilities

• Responsible for the overall operation of Table Games on assigned shift and when called upon assists the Mgr Table Games Shift with all aspects of day to day operations
• Directs the Table Games supervisors to accomplish the goals of the individual gaming areas and Table Games department
• Works closely with Table Games Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability
• Drives improved results through staff development and training programs, and establshed methods, procedures and guidelines to maintain desired standards, and high quality service, then monitors results through inspection, evaluation and analysis.
• Works with Manager to make changes if necessary to achieve end result
• Management accountablility for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation
• Responsible for scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction
• Provides visible leadership in gaming operation areas
• Ensures compliance with Title 31 requirements and processes
• Responsible for the overall integrity of daily operations.
• Models regulatory, departmental and company policies and procedures
• Presents oneself as a credit to the Company and encourages others to do the same
• Performs all other related and compatible duties as assigned

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: Mid Level
• Number of Employees: 5,001-10,000 employees