Player Services Manager

Overview We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment. Responsibilities Responsible for supervising and managing staff in the Cage department. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives. Regulates and determines extensions of Credit according to established guidelines. Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction. Responsible for assisting in the budget process for the department and providing recommendations; ensures compliance to departmental budget initiatives; reports 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 the overall achievement of department customer service goals. Effectively responds to a supervisor’s requests in all areas of guest interaction and guest concerns. Promotes a positive environment for all guests and team members to encourage the return visit of guests and achieve job satisfaction for all team members. Conducts investigations into variances, violations of internal controls, and violation of reporting requirements. Responsible for all operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently. Responsible for the administration of reward and recognition programs to maximize employee engagement. Responsible for securing the integrity of all assets; oversees balancing of all Cage banks. Reviews and approves Cage documentation based on established levels of authorization. Prepares/reviews currency transactions reports. Approves Credit line availability. Reviews multiple transactions logs for accuracy. Responds to guest inquiries while monitoring and applying service recovery within authorized levels. Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to Executive Management/GM. 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. Requirements Bachelor’s Degree (B.A/B.S.) or equivalent; or four to eight years of related experience and/or training; or equivalent combination of education and experience. Must be proficient in Microsoft Office applications (Excel, Word, Outlook, etc.). Must have excellent written and verbal communication skills. Ability to maintain a high level of confidentiality and professionalism. 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 work collaboratively and communicate effectively with team members at all levels of the organization. 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. Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues. 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 work all shifts, including nights, weekends, and holidays, as business needs dictate. #J-18808-Ljbffr