Penn National Gaming, Inc.

Operations Manager

Location US-IL-Bloomington
Job ID
Casino Property
Prairie State Gaming
Position Type
Regular Full-Time
Casino Operations



Don’t just work. Work Happy.


A career in gaming? At Prairie State 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 directing the overall operation and staff of the Operations center.  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives. 
  • Ensures that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving location owner satisfaction. 
  • 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.   
  • Makes recommendations in financial activities of Operations department and plans work processed in order to ensure efficient operations.   
  • Answers inquiries pertaining to Operations policies and services and resolve occupants’ complaints while supporting all customer service programs. 
  • Responsible for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances.  
  • Responsible for the integrity of daily operations.  
  • Protects and preserves assets of the company. 
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.  
  • Maintains strict confidentiality in all departmental and company matters. 
  • Oversee the preparation of gaming license applications for all new team members 
  • Scheduling for operations team 
  • Coordinate all new hire training for all Routes 
  • Establish and monitor Route needs in regard to safety and security, i.e. OSHA, ADT, Key Control, GPS tracking, etc.  
  • Oversee vehicle tracking and maintenance procedures  
  • Performs other related duties as required and 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 21 years of age. 


  • Bachelor's degree (B.A. / B.S.) from four-year college or university; or minimum of five years experience in a comparable Operations leadership position; or equivalent combination of education and experience. 
  • Excellent skills in both written and oral communication.   
  • Must be proficient in Microsoft applications (Excel, Word).
  • Must have the ability to interact with location owners, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 
  • 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. 
  • Must have extensive knowledge of all VGT Operations.   
  • Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate. 



This job has supervisory responsibilities. 


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



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. 


Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier. 



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.   

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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