Penn National Gaming Player Services Supervisor in Charles Town, West Virginia

Your daily responsibilities include


The following and other duties may be assigned as necessary:

  • Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives.

  • Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.

  • Responsible for supporting compliance to departmental budgets.

  • 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.

  • Reports to guest inquiries and reports issues to Manager for guest recovery.

  • Assists in preparing/review of currency transactions reports.

  • Verify vault accountability at end of shift.

  • Assists with verification of credit line availability.

  • Assists with review of multiple transactions logs for accuracy.

  • Verification of main bank and window cashier drawers.

  • Authorizing checks.

  • Prepare fills and credits for live games when acting as cashier/banker.

  • Prepare jackpots as needed.

  • Prepare customer deposit and safekeeping log.

  • 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.

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. Must be at least 21 years of age.

  • High school diploma/GED; or one to two years customer service related experience, or equivalent combination of education and experience.

  • Must have 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 allshifts including holidays, nights, weekends, and overtime as business needs dictate.

  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general 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), only if Player Services/Cage combined .


This job may or may not have supervisory responsibilities.

  • Manages work procedures and expedites workflow.

Provides coaching and counseling to team members

Job ID 2018-47765

Casino Property Hollywood Casino at CharlesTown

Position Type Regular Full-Time