Penn National Gaming, Inc.

  • Player Services Shift Manager FT

    Location US-NV-Henderson
    Posted Date 1 month ago(2/21/2018 6:15 PM)
    Job ID
    Casino Property
    M Resort
    Position Type
    Regular Full-Time
    Players Services/Cage
  • Overview



    Don’t just work. Work Happy.


    A career in gaming? At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.


    An individual could be successful if they possess the following.


    Your daily responsibilities include


    The following and other duties may be assigned as necessary:


    • 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.
    • Maintain comprehensive knowledge and supports the team members in all current and upcoming promotions, events, ticket sales and special offers throughout the property and effectively communicate to guests.
    • 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.
    • 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.



    • 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 regards to performance.
    • Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
    • Manages work procedures and expedites workflow.
    • Provides recommendation for employee performance (disciplining, coaching, and counseling).



    To be successful in this position it will require the following skill set


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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.                  
    • Must have be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
    • Must have 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.
    • Must have the 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 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.



    Employee must be able to qualify for licenses and permits required by federal, state and local regulations.


    Gaming Registration

    Alcohol Awareness Card


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    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.


    The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have 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.



    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


    Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.


    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.


    Now that you have read about who we are, here is your opportunity to see what we're about!




    Equal Opportunity Employer




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