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.

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 for 1st Jackpot and Hollywood Tunica:

IF Player Services/Cage COMBINED: 

* Responsible for supervising and managing staff in the Player Services / Cage/ Credit  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
* Regulates and determines extensions of credit according to established guidelines.
* Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
* Conduct investigations into variances, violations of internal controls, and violation of reporting requirements.
* Responsible for assisting in the budget process for the department and provide recommendations; ensuring
* compliance to departmental budget initiatives; reporting 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.  
* Acts as a liaison with the Marketing department to ensure all programs, promotions, and events are communicated and executed flawlessly.   
* Effectively respond to a supervisor's requests in all areas of guest interaction and guest concerns.
* Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
* Acquire new players through the continuous promotion of the Marquee Rewards card program and the special benefits of card membership.
* Maintain the appropriate card stock inventory to ensure uninterrupted enrollment of new members into the Marquee Rewards program. 
* Responsible for all operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently.
* Administration of reward and recognition programs to maximize employee engagement.
* Responsible for securing the integrity of all assets and oversees balancing of all cage banks.
* Review and approve cage documentation based on established levels of authorization.
* Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
* Prepare/review currency transactions reports.
* Approve credit line availability.
* Review of multiple transactions logs for accuracy.
* Responsible for ensuring the compliance with all regulatory compliance within area of responsibility 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.

Qualifications:

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 21 years of age.

* Bachelor's Degree (B.A/B.S.) or equivalent; or four to eight years customer service related experience and/or training; 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 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 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.
* 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), only if Player Services/Cage combined.

SUPERVISORY RESPONSIBILITIES

IF PLAYER SERVICES ONLY:

This job may or may not have 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.
* Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
* Manages work procedures and expedites workflow.
* Provides recommendation for employee performance (disciplining, coaching, and counseling).

IF PLAYER SERVICES/CAGE COMBINED:

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).

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 obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training.

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

PHYSICAL DEMANDS  

The physical demands des
			

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