Player Services Assistant 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 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.

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

• Maintain thorough knowledge of player tracking system and its components and suggest improvements
• Responsible for coaching, counseling and developing the Player Services Agents and Bus Greeters to their fullest potential
• Develop employee retention programs for operational areas
• Oversee bi-weekly payroll for Players Area
• Participate in promotional activities of the Marketing Department
• Work with the Database Administrator to ensure the integrity of player information maintained in the database
• Oversee the fulfillment of patron requests for information on a daily basis
• Field guest complaints and inquiries
• Process purchase orders and check requests for the Players’ Area
• Communicate all promotion and event details in a timely manner
• Coordinate event details with various departments
• Coordinate signage needed to promote and facilitate events
• Produce and communicate promotional and events calendar
• Prepare the supervisor schedule and oversee the representatives schedule to ensure that it is consistent with the company’s goals and financial objectives
• Perform work of subordinates, as necessary
• Develop and maintain good rapport within the Marketing Department, other departments and with our external guests
• Create and maintain an environment of mutual and reciprocal trust, respect and confidence within the department and when dealing with internal/external guests
• Reward, recognize, coach and counsel department employees

• Bachelor’s degree (B.A./B.S.) from an accredited four-year college or university is preferred
• Must be proficient in Microsoft applications (Excel, Access, Word)
• Develop and lead a high performance department to include at least one internal successor to the Player Services Supervisor role
• Maintain accurate and timely documentation of employee performance and department incidents
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and 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