Penn National Gaming, Inc.

Player Services Shift Manager

Location US-WV-Charles Town
Job ID
Casino Property
Hollywood Casino at Charles Town Races
Position Type
Regular Full-Time
Casino Operations



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 Cage Shift Manager assists with supervising and directing the cage/player services department on the assigned shift. 
  • All duties are to be performed within the policy and procedure guidelines of Hollywood Casino at Charles Town Races, and in accordance with internal Controls.
  • This position directly supervises the Cage Shift Supervisors and Credit Administrator on shift.
  • Supervises staff performance as it pertains to Vault, Cage, and Credit procedures, security, and compliance.
  • Trains, schedules, and evaluates personnel in keeping with company objectives.
  • Maintains appropriate staffing levels for all shifts within the department. Responsible for the smooth implementation of all procedural changes.
  • Monitors and edits working schedules and time and attendance reports for Cage employees daily.
  • Maintains and secures necessary controls for the Cage operations, including the outlets.
  • Verifies the cash reserve daily and places bank orders for currency and coin as necessary.
  • Implements approved policies and procedures with respect to establishing casino Credit privileges.
  • In the absence of the Credit Administrator, accepts and processes all phases of casino Credit applications and Credit histories for submission to and evaluation by the Cage Manager. 
  • Verifies and posts confidential Credit information and identification credentials in the Credit file.
  • Inputs approval or denial information in the patron’s Credit file.
  • Maintains, reviews, and updates customer Credit files.   
  • Assumes the responsibility for the controlling and accounting activity within the Casino Cage for each shift and for adherence to regulations and policies regarding Cage.
  • Performs the duties of a Cage Shift Supervisor, Player Services Representative, and Credit Administrator as may be necessary.
  • Interacts with customers and employees during their assigned shift to assure that the team is always pleasant while being efficient and effective. Ensures that all equipment is in good working order; schedules maintenance as needed.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs.
  • Assists in staff selection, training, recognition, separation, and other human resources related issues.
  • Evaluates staff performance and provides feedback.
  • Complete understanding and adherence to disciplinary policies including but not limited to coaching and counseling staff and the use of the progressive discipline to modify performance.
  • Assists in the development, implementation, and monitoring of departmental standard operating procedures.
  • Participates in continuous improvement teams as assigned and contributes input, information, and solutions to help improve the department and organization.
  • Practices, observes, and enforces safety rules and regulations while looking out for the welfare of the customer.
  • Investigates customer complaints relating to the department and determines basis of grievance.
  • Utilizes effective communication tools to ensure that consistent, accurate, and timely information is provided through the shifts. 
  • Ensures that staff behavior and appearance are in compliance with established standards.
  • Maintains a professional work environment with management and staff.  Maintains harmony among staff and resolves grievances.
  • Maintains complete confidentiality of all company information at all times.
  • Participates in meetings and trainings as required.
  • Performs other duties as may be assigned by department and/or company management.

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

  • Must be a minimum of 21 years of age.
  • Associate Degree from a two-year college or technical school and a minimum of one year of related Casino Cage experience in a supervisory capacity; or equivalent combination of education and experience.  Thorough knowledge and management experience in Casino Cage operations required.
  • Excellent communication skills both written and oral.   
  • Ability to write routine correspondence and to speak effectively to the public, employees, and customers. 
  • Results oriented, hands-on professional with the ability to deal effectively and interact well with the customers and employees.
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner. 
  • Ability to read and comprehend simple instructions, short correspondences, and memos.
  • Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Knowledge of database software. 
  • Must demonstrate leadership and fairness in dealing with customers and employees and possess the ability to instill a sense of pride and personal responsibility in staff.   
  • Champion of Red Carpet Customer Service and building positive team spirit. 
  • Previous customer service experience preferred. 
  • Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
  • Must obtain licensing with the West Virginia Lottery and Racing Commissions every year of employment.


Physical Demands

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: must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and others. is regularly required to stand; walk and move through all areas of the casino; speak; hear; use hands to finger, handle or feel; reach with hands and arms. The employee may occasionally be required to sit. Occasionally climb heights and reach above shoulder level; continuously bend/stoop, squat, balance, kneel, lift, and push/pull. Specific vision abilities required by this position include close and distance vision; color and depth perception; peripheral vision and ability to adjust focus. The employee must continuously lift and/or move up to twenty-five (25) pounds and lift and/or move up to fifty (50) pounds.  


Work Environment

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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