Player Services 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.

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

• Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
• Responsible for the hiring and training of well qualified applicants.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Assists in the budget process for the department by providing recommendations; supports 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.
• Assist in guest inquiries while monitoring and applying service recovery within authorized levels.
• Assist in acquisition of new players through the continuous promotion of the MyChoice card program and the special benefits of card membership.
• Ability to maintain supplies and enter orders as needed.
• Assist with preparing the monthly P&L reviews and yearly budget.
• Enforces, reviews and approves changes or revisions to operating practices, procedures and standards based on business practices and internal controls.
• Review and approve cage documentation based on established levels of authorization in absence of Manager.
• Prepare/review currency transactions reports in absence of Manager on assigned shift.
• Verify vault accountability at end of shift on assigned shift.
• Review, make approvals/denials, and maintain all credit files.
• Verify credit line availability in absence of Manager.
• Verification of main bank and window cashier drawers.
• Authorizing checks.
• Prepare customer deposit and safekeeping log.
• 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.
• Responsible for supervising staff and the overall daily management of a designated shift in the Sports book department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
• Shares responsibility for the overall integrity of daily operations on assigned shift.
• Close out tellers at the end of their shifts, ensuring that all money and supporting documentation has been accounted for and secured appropriately.
• Sends out daily reports as required.
• Verifying cash drawers, complete reports, rate casino customer activity, and monitor sports book for suspicious activity.
• Prepare and stock all the daily sports sheets.
• Explain wagering rules, including betting lines and odds, and procedures to guests as needed.
• Notify leadership team of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
• Approves and denies wagers from guests as…