Player Services Assistant Shift Manager

Introduction
...


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.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Responsibilities
Essential Duties And Responsibilities
The following and other duties may be assigned as necessary:

• Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Responsible for supporting compliance to departmental budgets.
• 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.
• Assists in acquisition of new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.
• Reports any Marketing issues to Manager.
• Reports to guest inquiries and reports issues to Manager for guest recovery.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• 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
Qualification Requirements
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.

• High school diploma/GED; or one to two years customer service related experience, or equivalent combination of education and experience.
• Must have be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
Must have excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Supervisory Responsibilities
This job may or may not have supervisory responsibilities.

• Manages work procedures and expedites workflow.
• Provides coaching and counseling to team members.

Language Skills

• 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.

Reasoning Ability

• 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.

Certificates, Licenses, Registrations

• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must successfully complete or TIPS training.

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 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.

Work Environment

• 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. The noise level in the work environment is usually moderate.
• Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.