Player Services Manager

Hollywood Casino Toledo

Hollywood Casino Toledo

Los Angeles, CA, USA · Casino NSW 2470, Australia · Toledo, OH, USA
Posted on Wednesday, May 29, 2024
Company: Hollywood Casino Toledo
Property: Hollywood Casino at Toledo
Job Status: Regular Full-Time
Compensation:
Job Family: Accounting & Finance
Industry: Entertainment

COME JOIN US.

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 co-workers 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.

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

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 co-workers 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.

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

WE LOVE OUR WORK.

  • Responsible for supervising and managing staff in the Player Services (Cage and Count Room) and Sportsbook.
  • Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
  • Regulates and determines extensions of credit according to established guidelines.
  • Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
  • Conduct investigations into variances, violations of internal controls, and violation of reporting requirements.
  • Responsible for assisting in the budget process for the departments and providing 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 the overall achievement of department customer service goals.
  • Create, develop, and execute casino promotions and special events by working with the Casino Marketing Department.
  • Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
  • 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 loyalty card program and the special benefits of card membership.
  • Maintain the appropriate card stock inventory to ensure uninterrupted enrollment of new members into the loyalty program.
  • Responsible for all operation supply inventory.
  • Ensures team members have the tools needed to do their jobs to maximize efficiently.
  • Administration of reward and recognition programs to maximize employee engagement.
  • Responsible for securing the integrity of all assets and oversees balancing of all banks.
  • Review and approve cage documentation based on established levels of authorization.
  • Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
  • Prepare/review currency transactions reports.
  • Approve credit line availability.
  • Review of multiple transactions logs for accuracy.
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management/GM.
  • Ensures all staff are trained and follow CTR and SAR 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.
  • Attend and schedule meetings to address Marketing issues.
  • Work with other departments to update guest information in the player tracking system including but not limited to Voluntary Excluded Persons information, banned guest information, addresses, email addresses, telephone numbers and personal preferences.
  • Responsible for supervising and managing staff in the Player Services (Cage and Count Room) and Sportsbook.
  • Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
  • Regulates and determines extensions of credit according to established guidelines.
  • Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
  • Conduct investigations into variances, violations of internal controls, and violation of reporting requirements.
  • Responsible for assisting in the budget process for the departments and providing 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 the overall achievement of department customer service goals.
  • Create, develop, and execute casino promotions and special events by working with the Casino Marketing Department.
  • Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
  • 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 loyalty card program and the special benefits of card membership.
  • Maintain the appropriate card stock inventory to ensure uninterrupted enrollment of new members into the loyalty program.
  • Responsible for all operation supply inventory.
  • Ensures team members have the tools needed to do their jobs to maximize efficiently.
  • Administration of reward and recognition programs to maximize employee engagement.
  • Responsible for securing the integrity of all assets and oversees balancing of all banks.
  • Review and approve cage documentation based on established levels of authorization.
  • Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
  • Prepare/review currency transactions reports.
  • Approve credit line availability.
  • Review of multiple transactions logs for accuracy.
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management/GM.
  • Ensures all staff are trained and follow CTR and SAR 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.
  • Attend and schedule meetings to address Marketing issues.
  • Work with other departments to update guest information in the player tracking system including but not limited to Voluntary Excluded Persons information, banned guest information, addresses, email addresses, telephone numbers and personal preferences.

BRING US YOUR BEST.

  • Bachelor’s Degree (B.A/B.S.) or equivalent; or four to eight years' customer service-related experience and/or training; or equivalent combination of education and experience.
  • Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
  • Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • 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.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems)
  • Prior work experience in a Sportsbook preferred.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

  • Bachelor’s Degree (B.A/B.S.) or equivalent; or four to eight years' customer service-related experience and/or training; or equivalent combination of education and experience.
  • Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
  • Must have excellent verbal and written communication skills.
  • Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • 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.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems)
  • Prior work experience in a Sportsbook preferred.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

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