Penn National Gaming, Inc.

Lead Player Service Representative Full Time

Location US-WV-Charles Town
Job ID
Casino Property
Hollywood Casino at CharlesTown
Position Type
Regular Full-Time
Players Services/Cage




Don’t just work. Work Happy.


A career in gaming? At Hollywood Casino Charles Town, 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 Lead Player Services Representative assists the Cage Supervisors in overseeing the smooth and efficient operation of the Vault.  All duties are to be performed within the policy and procedures guidelines of Hollywood Casino at Charles Town Races; West Virginia Lottery Commission regulations; and, in accordance with Internal Controls.



  • Interacts with Player Service Representatives & Sr. Player Service Representatives on their assigned
  • shifts to ensure that Red Carpet Customer Service is provided at all times.
  • Monitors the activities of the Player Service Representatives and Sr. Player Service Representatives.
  • Performs Player Service & Sr. Player Service duties.
  • Communicates with team members on a daily basis to ensure that information is disseminated in a timely
  • manner.
  • Trains Player Service & Sr. Player Service Representatives in both RCCS and in technical areas of the
  • job.
  • Maintains compliance with regulations and departmental policies and procedures.
  • Generates work schedules for Player Service Representatives & Sr. Player Service Representatives to include preparation and delivery of schedules to ensure proper staffing for business demands and company standards.
  • Verifies that currency bank deposits are prepared accurately and timely.
  • Reconciles closing banks and sales for all outlets, Cashiers and Floor Attendants.
  • Responsible for all funds entrusted during an assigned shift.
  • Ensures accuracy for the daily paperwork submitted by the Cashiers to ensure that are no exceptions.
  • Enthusiastically supports, actively promotes and demonstrates superior RCCS in accordance with department and company standards and programs.
  • Utilizes effective communication tools to ensure that consistent, accurate and timely
  • information is provided through the shifts. 
  • Ensures that behavior and appearance are in compliance with established standards.
  • Maintains complete confidentiality of all company information at all times.
  • Maintains a professional work environment with management and staff.  
  • Participates in meetings and trainings as required.
  • Performs all job duties in a safe and responsible manner.
  • Performs other duties as may be assigned by department and/or company management.
  • You are required to follow new PPE and safety guidance designed to safeguard you, your fellow team members, and guests.  This will include maintaining social distancing, wearing PPE as appropriate for your role and cleaning your workstation as necessary.

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 able to maintain a flexible schedule to work varied shifts & days off if required.



This position has no supervisory responsibility.



Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.



Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.



Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.



Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.



Must qualify for licensing with the West Virginia Racing Commission and the West Virginia Lottery Commission.



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 sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.


While performing the duties of this job, the employee will be working in an environment where smoking is permitted and higher than normal noise levels.

Something to leave you with

Whether you prefer being at the center of it all or working behind the scenes, there’s a role for you at Penn National Gaming. We are a growing company but as big as we are, we still feel like family.  The areas of career opportunity with Penn are ideal for just about any skill set.  Our company wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment anywhere within the organization.



Equal Opportunity Employer



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