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.

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

• 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 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.

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.
• 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,…