CASINO SERVICE SUPERVISOR

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.

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

Responsibilities

SUMMARY: Responsible for Marketing activities, Marketing compliance, Marketing promotions, events, and entertainment.

• Oversee Marketing’s promotions, events, and goals.
• Coordinates and executes retail promotions, direct mail promotions, and special events to retail and database customers.
• Organize and maintain files of all Marketing Promotions to include checklists, rules, and prize forms.
• Communicate coordination between departments and training on promotion and event specifics.
• Coordinate internal support related to each special event, promotion, or entertainment for all appropriate departments.
• Coordinate and track, as needed, groups responding to special events, promotions, and VIP parties.
• Supervise entry issuance for cash giveaway sweepstakes.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Supports and administers operational goals and monitors achievements of performance and profit objectives.
• Makes appropriate decisions regarding comp availability and offerings based on customer profitability.
• Maintain inventory of supplies, forms, and promotional items.
• Maintain comment cards and brochure inventory.
• Coordinate with receiving on shipments and inventory.
• Perform Hollywood Casino Aurora Voluntary Self-Exclusion tasks.
• Manage duplicate account combination.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed and addresses issues as they arise.
• Communicate to guests current and future casino promotions and confirm all cast members are informing guests of current and future promotions.
• Inform Security of any potential underage guests that appear to be 25 years of age or younger.
• Follow all safety training and rules.
• Support the plans of the VP of Marketing, Director of Marketing, Marketing Manager, and Director of Player Development as requested.
• Support Player Development with tele-marketing efforts, promotions, and events.
• Support Player Development with multi-cultural initiatives on and off property.
• Build long-term relationships with customers to strengthen the brand value.
• Maintain compliance with the Illinois Gaming Board Rules, Voluntary Self-Exclusion program, and the company’s System of Internal Controls and Sarbanes-Oxley requirements.
• Maintains strict confidentiality in all departmental and company matters.
• Adhere to departmental quality standards.
• Demonstrate a willingness and ability to uphold Penn Entertainment’s Core Values
• Work within the guidelines established by Penn Entertainment and Hollywood Casino Aurora.

Requirements

SUPERVISORY RESPONSIBILITIES:
This job may or may not have supervisory responsibilities.

Primarily responsible for management of the Casino Services department and the direct supervision of hourly employees.

Manages work procedures and expedites workflow.

Provides coaching and counseling to team members.

Maintain attendance records to ensure compliance with Lost Time Policy.

Carries out supervisory responsibilities in accordance with the company’s and departmental policies and applicable laws.

Responsibilities include interviewing, hiring, and training cast members; planning, scheduling, assigning, and directing work; appraising performance; rewarding, disciplining.

Must maintain accurate departmental records. Supervisor will be required to make recommendations for promotions of cast members; recommend methods for improving operational efficiencies; handle employee complaints and grievances; and promptly report and remedy any legal/compliance measures.

Directly Supervises: Casino Services Lead Representatives, Casino Services Representatives.

QUALIFICATION REQUIREMENTS
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.

Must be at least 21 years of age.

College degree or equivalent work experience related to supervision or business.

Ability to read and communicate verbally in English.

Ability to interpret documents in English.

Written communication skills in English.

Knowledge of computer programs and ability to toggle between different programs required to perform essential job-related functions.

Ability to perform basic mathematical operations such as addition, subtraction, multiplication, and division.

Ability to accurately prioritize, organize, and complete multiple tasks.

CERTIFICATES, LICENSES, REGISTRATIONS:

Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.

APPEARANCE & GROOMING:

All cast members are required to follow the appearance and grooming guidelines.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to sit and/or stand for long periods of time.

Required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, kneel, crouch, crawl and balance when performing job duties in varying work areas.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Regular and predictable attendance is an essential function of this job.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those a cast member encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable cast members with disabilities to perform the essential functions of the job.

The work area is indoors, and the temperature is changing.

May be exposed to fumes, odors, dust, dirt, oil/grease, mechanical parts, moving objects, bright lights, low lights, chemicals, vibrations, wetness, humidity, and dampness.

Required to work in a loud environment.