Player Services Assistant Manager

Hollywood Casino at Charles Town Races • WV

73d • $45,000

About The Position

At PENN Entertainment, you’ll be part of an exciting industry, where the days and nights are fast-paced. You’ll work with a diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. The position involves supervising staff and managing the overall daily operations of a designated shift, supporting operational goals, and monitoring performance and profit objectives. Responsibilities include creating effective schedules, assisting in budget processes, promoting customer service, and ensuring compliance with regulatory requirements.

Requirements

• Must be at least 21 years of age.
• Associate’s degree or equivalent; or two to four years related customer service experience.
• Proficient in computer knowledge including Microsoft Office applications.
• Excellent verbal and written communication skills.
• Ability to write reports and business correspondence.
• Ability to perform basic mathematical calculations.
• Ability to interact with guests and resolve problems diplomatically.

Nice To Haves

• Knowledge of office machines and tools such as jet sort and coin roller.
• Experience in staff development and training programs.

Responsibilities

• Supervise staff and manage daily operations of a designated shift.
• Create effective and efficient schedules while maintaining labor costs.
• Assist in conducting investigations into variances and violations.
• Support the budget process and ensure compliance with budget initiatives.
• Promote superior customer service and address issues as they arise.
• Secure the integrity of all assets and oversee balancing of cage banks.
• Acquire new players through promotion of the Marquee Rewards card program.
• Manage operation supply inventory and ensure team members have necessary tools.
• Respond to guest inquiries and apply service recovery within authorized levels.
• Prepare/review currency transaction reports and approve credit line availability.
• Ensure compliance with all regulatory requirements and train staff accordingly.

Benefits

• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Wellness programs supporting financial, physical, and mental well-being.
• Paid time off that increases with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees