Player Services Assistant Shift Manager

PENN Entertainment • Kansas City, KS

1d

About The Position

The Player Services Assistant Shift Manager supervises staff and manages the daily operations of an assigned shift. The role supports operational goals, performance and profit objectives, scheduling, guest satisfaction, budget initiatives, and inventory monitoring. It promotes superior customer service, assists guests and supports service recovery, and promotes the Marquee Rewards card program. In the Shift Manager’s absence, the role may review and approve cage documentation, prepare or review currency transaction reports, verify vault accountability and credit line availability, check main bank and window cashier drawers, authorize checks, and prepare customer deposit and safekeeping logs. The position ensures regulatory compliance, staff training in CTR and SARC procedures, and accurate completion and reporting of required paperwork. It also contributes to team development, recognition, performance feedback, staffing recommendations, and workflow management. Strict confidentiality is required.

Requirements

• Must be at least 21 years of age.
• High school diploma/GED, or two to four years of related customer service experience and/or training, or an equivalent combination of education and experience.
• Proficiency with computers, including keyboarding, Microsoft Office applications, email, databases, spreadsheets, and word-processing software.
• Excellent verbal and written communication skills.
• Flexibility to work all shifts, including holidays, nights, weekends, and overtime, as business needs dictate.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the general public.
• Ability to perform arithmetic using whole numbers, common fractions, and decimals, and to compute rates, ratios, and percentages and interpret bar graphs.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Knowledge of office machines and tools, including jet sort, coin roller, 10-key by touch, and credit card cash advance systems.

Responsibilities

• Supervise staff and manage the overall daily operations of a designated shift.
• Support operational goals and monitor performance and profit objectives.
• Follow scheduling requirements and coordinate scheduling concerns with the manager, with attention to guest satisfaction.
• Assist with departmental budget processes by providing recommendations, supporting budget initiatives, and reporting concerns to the manager.
• Promote superior customer service, ensure team members follow service standards, address issues, assist with guest inquiries, and apply service recovery within authorized levels.
• Promote the Marquee Rewards card program and its membership benefits to help acquire new players.
• Monitor operational supply inventory during the assigned shift and notify the manager of issues.
• In the Shift Manager’s absence, review and approve cage documentation within established authorization levels and prepare or review currency transaction reports.
• Verify vault accountability and credit line availability, verify main bank and window cashier drawers, authorize checks, and prepare customer deposit and safekeeping logs as assigned.
• Ensure regulatory compliance in the area of responsibility and report potential issues to management.
• Ensure staff are trained in and follow CTR and SARC procedures, and ensure paperwork is completed and reported in accordance with compliance procedures.
• Maintain strict confidentiality in departmental and company matters.
• Support staff development and training programs and rewards and recognition programs.
• Evaluate team members and provide constructive performance feedback.
• Recommend staffing, including interviewing and hiring, and scheduling to meet business needs.
• Manage work procedures and expedite workflow; recommend employee discipline, coaching, and counseling.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage may be available, depending on position.
• 401(k) matching may be available, depending on position.
• Annual performance bonus may be available, depending on position.
• Paid time off, earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED