• Route Operations Manager

    Location US-PA-Grantville
    Posted Date 1 month ago(7/22/2019 10:20 AM)
    Job ID
    Casino Property
    Hollywood Casino at Penn National Race Course
    Position Type
    Regular Full-Time
  • Overview


    Don’t just work. Work Happy.



    The Route Operations Manager is responsible for supervising the team and providing timely and friendly service to all locations across routes.

    Your daily responsibilities include

    Responsible for supervising and managing staff technical and operational areas.  Develops, implements 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.
    • Aligns strategies and partners with the Account Manager to meet business needs and demands.
    • Responsible for assisting in the budget process for the department/routes 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 employees and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.   
    • This position is responsible for providing a high level of customer service to clients and employees and uphold company standards of customer service.
    • Understand and adhere to all company standards, policies and procedures.
    • Establishes productive, professional relationships with location owners and employees.
    • Promotes new gaming area and brand accordingly.
    • Meets assigned expectations for profitability.
    • Completes required training and development objectives within the assigned time frame.
    • Closely coordinates company executive involvement with customer management.
    • Projects a positive image of the company and the management team at all times.
    • Ability to collaborate and work within a team-oriented environment.
    • Handle client concerns and objections in a fashion that improves client rapport and generates positive results.
    • Is forward thinking, plans appropriately and meets all deadlines
    • Ability to accurately prioritize, organize and complete multiple tasks
    • Training and development of route service and VGT technicians
    • Managing and motivating route employees
    • Custodial responsibility over all Company equipment and vehicles.
    • Coordinate and oversee appointments with Pennsylvania Gaming Control Board.
    • Assist in providing service and support on the route as needed.
    • Handle/manage video gaming terminal malfunctions.
    • Responsible for keeping all equipment in working order across assigned route
    • Develop, implement and promote programs to reward and recognize performance of employees.
    • Protect and preserve the assets of the company.
    • Maintain strict confidentiality in all departmental/route or company matters.
    • All other duties and/or responsibilities as assigned


    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 18 years of age.

    •  Bachelor’s degree (B.A./B.S.) from four-year college or university in related area; two years’ experience in gaming leadership role; or equivalent combination of education and experience. Experience in gaming industry is highly preferred but not required.
    • Ability to collaborate and work within a team-oriented environment.
    • Ability to accurately prioritize, organize complete multiple tasks at once, while working at a fast pace.
    • Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
    • Must be able to work at a fast pace and in stressful situations; possesses an ability to deal with the public. 
    • Ability to travel extensively as necessary for business needs.
    • Must have strong client interface and presentation skills.
    • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
    • 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 demonstrated ability to drive toward results.
    • Ability to work nights, weekends, and holidays as required.


    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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