Game Operations Manager Jobs in Naperville, IL (NOW HIRING)

Introduction...

OverviewWe’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.

ResponsibilitiesThe APM-in-Training (APMIT) is a developmental position designed to prepare qualified team members for a future APM role. Over the course of a structured 10-week training program, the trainee will gain hands-on experience in table games operations, guest service, team leadership, game protection, regulatory compliance, and supervisory decision-making.
The APM-in-Training will work alongside experienced APMs and Pit Managers while progressively assuming additional responsibilities. The goal of the program is to develop a confident, knowledgeable, and accountable supervisor who can successfully lead a table games shift while maintaining the highest standards of customer service, game integrity, and operational performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES - ** UPON SUCCESSFUL COMPLETION OF 10 WEEK TRAINING PROGRAM **
The following and other duties may be assigned as necessary:

• Learn and demonstrate effective leadership techniques. 

• Demonstrate comprehensive knowledge of assigned table games and procedures. 

• Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department.  Provides oversight for all games, game protection, and overall operation of the table games on their assigned shift.  Supports, administers and manages 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. 

• May be responsible for assisting in the budget process for the department by providing recommendations; supports 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.  

• Ensures enforcement of games procedures and policies as outlined in company and department manuals and in accordance with Internal Controls. Monitors for compliance. 

• Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers.  

• Responsible for the accountability of the chips, cards, dice and all other gaming equipment. 

• Verifies table inventories and effectively manages table limits. 

• Effectively handles customer concerns and requests. 

• Assists with the overall engagement of all team members on their shift by addressing and managing team member feedback, suggestions, complaints, and grievances.  

• Assists with the overall integrity of daily Table Games operations.  

• Responsible for ensuring compliance with all regulatory requirements within area of responsibility and reporting potential issues to management. 
• Maintains strict confidentiality in all departmental and company matters. 

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. 

• Bachelor’s degree in business, management, hospitality or related field; or minimum of three years of management experience or equivalent combination of education and experience. 

• Excellent skills in both written and oral communication.   

• Must be proficient in Microsoft applications including Outlook and Teams. 

• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. 

• Flexible to work all shifts including holidays, nights, weekends, as business needs dictate.  

• 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. 

SUPERVISORY RESPONSIBILITIES                    

• Responsible for staff development and training programs. 

• Responsible for rewards and recognition programs to maximize employee engagement. 

• Evaluates team members within the department and delivers constructive feedback to team members in regard to performance. 

• Provides recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs. 

• Manages work procedures and expedites workflow. 

• Provides recommendations for employee performance (disciplining, coaching, and counseling). 

LANGUAGE SKILLS  

• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required. 

REASONING ABILITY  

• Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form.  

• Ability to deal with problems involving several concrete variables in standardized situations. 

CERTIFICATES, LICENSES, REGISTRATIONS 

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

• Must successfully complete C.A.R.E or TIPS training. 

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. 

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. 

The employee must regularly lift and/or move up to 10 pounds, frequently 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, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. 

WORK ENVIRONMENT 

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise and lighting levels in the work environment are usually very high.