PLAYER SERVICES ASSISTANT MANAGER

Hollywood Casino at Charles Town Races • Charles Town, WV

9d • Onsite

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 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 Marquee 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.

Requirements

• 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.
• Proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and 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 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.
• 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 (jet sort, coin roller, 10-key by touch, credit card cash advance systems).
• 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 English may also be required.
• 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.
• Obtain and maintain a license by the WV Racing Commission and/or WV Lottery as may be required for this position.
• Successfully complete and maintain certification in the Beverage Service Program (TIPS and TOPS) as may be required for this position.

Responsibilities

• Supervising staff and the overall daily management of a designated shift.
• Supporting, administering and managing operational goals and monitoring achievements of performance and profit objectives.
• Creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Assisting in conducting investigations into variances, violations of internal controls, and violation of reporting requirements.
• Assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Enthusiastically supporting, actively promoting, and demonstrating superior customer service in accordance with department and company standards and programs.
• Ensuring customer service standards are followed by all team members and addressing issues as they arise.
• Securing the integrity of all assets and overseeing balancing of all cage banks.
• Promoting a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Acquiring new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.
• Managing operation supply inventory and ensuring team members have the tools needed to do their jobs to maximize efficiency on assigned shift.
• Responding to guest inquiries while monitoring and applying service recovery within authorized levels.
• Preparing/reviewing currency transactions reports on assigned shift.
• Approving credit line availability on assigned shift.
• Reviewing multiple transactions logs for accuracy on assigned shift.
• Ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Ensuring 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.
• Maintaining strict confidentiality in all departmental and company matters.
• Staff development and training programs.
• Rewards and recognition program to maximize employee engagement.
• Evaluating team members within department and delivering constructive feedback to employees in regards to performance.
• Providing recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Managing work procedures and expediting workflow.
• Providing recommendation for employee performance (disciplining, coaching, and 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

What This Job Offers

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