Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
401(k) matching
Paid Time Off
Performance bonus
wellness programs
employee recognition programs
Job Description
PENN Entertainment is a leading integrated entertainment company that offers dynamic experiences through its premier casinos, sports content, and online betting platforms. With a footprint spanning 43 destinations across North America, PENN has established itself as a key player in the gaming and entertainment industry. The company is deeply committed to delivering exceptional guest experiences while fostering an environment that promotes career growth, diversity, sustainability, and employee well-being. PENN's innovative approach combines state-of-the-art technology with passionate team members dedicated to creating memorable moments for their customers. As a proud employer, PENN offers attractive benefits such as comprehensive wellness programs, day-one medical coverage, 401(k) matching, and performance bonuses to support its employees' financial, physical, and mental health. PENN Entertainment is not only a place to work but a place where individuals can thrive, advance their careers, and contribute to transforming the entertainment landscape.
The role of Shift Manager at PENN Entertainment is a pivotal position that ensures smooth daily operations and superior guest service within the hotel environment. This position is responsible for supervising staff, managing shift operations, and supporting performance and profit objectives. The Shift Manager plays an essential role in creating effective schedules, maintaining labor costs, and ensuring guest satisfaction. They lead daily pre-shift meetings and produce shift reports, manage customer service standards, and respond to employee and guest concerns with tact and professionalism. The Shift Manager also assists in budget management and enforces safety and cleanliness standards to uphold the company’s reputation. This role requires collaboration across multiple departments such as Front Desk, Housekeeping, Bell Service, and Reservations to optimize occupancy and revenue. The position offers an opportunity for candidates with an associate’s degree or equivalent experience to join an exciting, fast-paced industry with a company that values employee development and engagement. Flexible working hours, including nights, weekends, holidays, and overtime, are part of the commitment to maintaining high service and operational standards. The ideal candidate will bring strong leadership skills, effective communication, and proficiency in Microsoft applications and hotel software. Obtaining a Michigan Gaming Control Board Occupational License Level 2 is required. This role is a full-time position offering a competitive salary and a comprehensive total rewards package geared towards supporting team members’ career and personal growth.
The role of Shift Manager at PENN Entertainment is a pivotal position that ensures smooth daily operations and superior guest service within the hotel environment. This position is responsible for supervising staff, managing shift operations, and supporting performance and profit objectives. The Shift Manager plays an essential role in creating effective schedules, maintaining labor costs, and ensuring guest satisfaction. They lead daily pre-shift meetings and produce shift reports, manage customer service standards, and respond to employee and guest concerns with tact and professionalism. The Shift Manager also assists in budget management and enforces safety and cleanliness standards to uphold the company’s reputation. This role requires collaboration across multiple departments such as Front Desk, Housekeeping, Bell Service, and Reservations to optimize occupancy and revenue. The position offers an opportunity for candidates with an associate’s degree or equivalent experience to join an exciting, fast-paced industry with a company that values employee development and engagement. Flexible working hours, including nights, weekends, holidays, and overtime, are part of the commitment to maintaining high service and operational standards. The ideal candidate will bring strong leadership skills, effective communication, and proficiency in Microsoft applications and hotel software. Obtaining a Michigan Gaming Control Board Occupational License Level 2 is required. This role is a full-time position offering a competitive salary and a comprehensive total rewards package geared towards supporting team members’ career and personal growth.
Job Requirements
- Associate’s degree in related field preferred
- one to two years related experience or equivalent combination of education and experience
- ability to write reports and business correspondence
- ability to present information effectively to diverse groups
- strong math skills including operations with whole numbers, fractions, decimals, ratios, and percents
- proficiency in Microsoft Excel, PowerPoint, Word, and hotel software
- ability to interact and resolve conflicts with guests and staff diplomatically
- flexibility to work all shifts including holidays, nights, weekends, and overtime
- Michigan Gaming Control Board Occupational License Level 2
Job Qualifications
- Associate’s degree in related field preferred
- one to two years related experience or training
- proficiency in Microsoft applications and hotel software
- strong written and verbal communication skills
- customer service orientation
- leadership and team management skills
- ability to handle multiple tasks in a fast-paced environment
- knowledge of OSHA standards and safety regulations
- problem-solving and conflict resolution skills
Job Duties
- Supervise staff and manage daily shift operations
- support and monitor operational goals and performance objectives
- conduct daily pre-shift meetings
- prepare and communicate daily shift reports
- assist in creating schedules maintaining labor costs and guest satisfaction
- assist in budget process and ensure compliance with departmental budget
- promote superior customer service standards
- provide direction for hotel supervisory staff
- assist with posting charges and folio settlements
- manage complaints and grievances from team members
- answer inquiries on hotel policies and resolve guest challenges
- oversee hotel operations including Front Desk, Housekeeping, Bell Service, and Reservations
- direct housekeeping supervisors to ensure cleanliness
- maintain orderly conditions in offices and guest areas
- inspect projects post-completion for quality
- maintain master and direct bill accounts
- manage daily arrivals and departures in reservation system
- recommend hotel policies and services
- maintain maximized occupancy and revenue
- recommend financial activities such as room rates and policies
- order and maintain supply levels
- develop and maintain safety programs including OSHA training
- maintain confidentiality on all matters
- carry out staff development and training
- manage rewards and recognition programs
- evaluate and provide feedback on team members
- recommend staffing and scheduling
- manage work procedures
- provide recommendations on performance management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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