Cage and Guest Services Shift ManagerPENN Entertainment
Job Summary
- Responsible for supervising player services and mutuels staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives.
- Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
- Assists in conducting 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 securing the integrity of all assets and oversees balancing of all cage banks.
- 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 Mychoice card program and the special benefits of card membership.
- Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift.
- Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
- Prepare/review currency transactions reports on assigned shift.
- Verify vault accountability at end of shift on assigned shift.
- Verification of main bank and window cashier drawers.
- Review of multiple transactions logs for accuracy on assigned shift.
- Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
- 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.
- Maintains strict confidentiality in all departmental and company matters.
- Responsible for running post times during live race days
- Licensed as a nominations secretary and responsible for entering payments and communicating with horse owners and trainers on payments due and late payment fees
- Responsible for ensuring simulcast TV’s are functioning during operating hours.