Player Services Assistant Shift Manager

Penn Entertainment - Jackpot, NV

Full-time - Entry Level

Jackpot, NV

Performing Arts, Spectator Sports, and Related Industries

About the position

The Player Services Assistant Shift Manager at PENN Entertainment is responsible for supervising staff and managing daily operations during designated shifts. This role emphasizes customer service excellence, operational efficiency, and compliance with regulatory standards, ensuring a fun and engaging environment for both guests and employees.

Responsibilities

• Supervise staff and manage daily operations during designated shifts.
• Support and manage operational goals, monitoring performance and profit objectives.
• Coordinate scheduling and address guest satisfaction concerns with the manager.
• Assist in the budget process by providing recommendations and reporting budget concerns.
• Promote and demonstrate superior customer service in line with company standards.
• Ensure customer service standards are followed and address issues as they arise.
• Assist with guest inquiries and apply service recovery within authorized levels.
• Review and approve Cage documentation in the absence of the Shift Manager.
• Prepare and review currency transaction reports when the Shift Manager is absent.
• Verify vault accountability at the end of the shift.
• Check credit line availability in the absence of the Shift Manager.
• Verify main bank and window cashier drawers.
• Authorize checks and prepare customer deposit and safekeeping logs.
• Ensure regulatory compliance and report potential issues to management.
• Train staff on CTR and SARC procedures and ensure paperwork is completed correctly.
• Maintain confidentiality in all departmental and company matters.

Requirements

• High School Diploma or equivalent; or two to four years' related customer service experience and/or training; or equivalent combination of education and experience.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Excellent verbal and written communication skills; fluent and literate in English.
• Flexible to work all shifts including nights, weekends, and holidays as needed.
• Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.
• Ability to perform basic mathematical operations and interpret data.
• Ability to interact with guests and staff diplomatically and resolve conflicts.

Benefits

• 401k Program
• Company Perks
• Career Opportunities
• Advancement Programs
• Scholarships