Player Services Supervisor

Company Name:
Penn National Gaming
Penn National Gaming has thrilled and entertained guests since 1971 when it all began as a horse racing venue. From a single race track, we have grown to be one of the nation's largest gaming companies, operating properties that offer broad and diverse gaming and pari-mutuel wagering experiences. PENN is dedicated to becoming the undisputed leader in guest service by offering a Red Carpet experience for each and every guest.
Your daily responsibilities include:
Directs and supervises activities of the Player Services Department during assigned shift. Ensures that all departmental, local, state and federal rules and gaming regulations are followed. Assists with training, evaluating and counseling of Player Services team members on assigned shift. Safeguards all Player Services assets. Makes credit decisions when necessary to insure uninterrupted service to credit players.
_Essential Duties and Responsibilities:_
A. Knowledge of and enforcement of all gaming laws and regulations which apply to the
functions and duties of the Player Services Department for which this position is responsible.
B. Safeguards all cage assets.
C. Ensures that all local, state and federal rules and gaming regulations are followed.
D. Ensures that all company and departmental policies and procedures are followed.
E. Ensures that Player Services operations run smoothly on assigned shift.
F. Exhibits a friendly, helpful and courteous manner when dealing with guests and
fellow team members.
G. Any and all duties as assigned by your Manager or a member of management.
_Supervisory Responsibilities:_
Manages team members in the Player Services Department. Is responsible for the overall direction, coordination, and evaluation of these team members. Carries out supervisory responsibilities in accordance with the organization''s policies and applicable laws. Responsibilities include assist in interviewing, hiring, and training team members; Planning, assigning, and directing work; Evaluating performance; rewarding and disciplining team members; Addressing complaints and resolving problems.
To perform the job successfully, an individual should demonstrate the following competencies:
Guest Service - Manages difficult or emotional guest situations; Responds promptly to guest needs.
Solicits guest feedback in order to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others .
To be successful in this position it will require the following skill set:
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.
_Education and/or Experience:_
Bachelor's degree ; or two to four years related experience and/or training; or equivalent combination of education and experience.
_Language Skills:_
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of guestss or team members of organization.
_Mathematical Skills:_
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.
_ _
_Reasoning Ability:_
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
_Computer Skills:_
To perform this job successfully, an individual should have basic computer and keyboarding skills and knowledge of database and spreadsheet software.
_ _
_Certificates, Licenses, Registrations:_
_ _
Must be able to obtain an OH License.
_Other Skills and Abilities:_
Experience with all Cage machines and tools, 10-key calculator by touch. Good math skills. Full knowledge of Cage procedures and policies.
_Other Qualifications:_
Must be 21 years of age or older. Excellent guest relations and problem solving skills. Excellent oral and written communication skills.
_Physical Demands:_
While performing the duties of this job, the team member is regularly required to stand or walk; use hands to finger, handle, or feel and talk or hear. The team member is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The team member is occasionally required to sit. The team member occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and color vision.
_Work Environment:_
While performing the duties of this job, the team member is regularly exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate.
Something to leave you with:

If you're truly committed to a red-carpet service culture, than you need a team that is just as dedicated in pursuing that vision. Penn National Gaming is the place where we empower our cast members to deliver that WOW factor to our guests and in turn we will provide them an opportunity to build an "A" list career portfolio. You will soon understand why "It's Good To Be PENN!"
Job ID: 2014-19841
Casino Property: Hollywood Gaming at Mahoning Valley
Location: US-OH-Youngstown
Posted Date: 5/22/2014
Position Type: Regular Full-Time
Category: Accounting/Finance

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