MUTUEL SUPERVISOR

Job Summary

We’re always looking for talented individuals who believe in having fun. Join us at PENN Entertainment where you’ll be part of an exciting industry and work with a diverse team of co-workers passionate about helping people find and have more fun.

About the Role

As a member of the Mutuels department, you’ll provide guidance and daily supervision to staff, support operational goals, and ensure compliance with departmental budgets. You’ll also support customer service standards and assist with administrative tasks.

Responsibilities

• Provide guidance and daily supervision to staff in the Mutuels department.
• Support and administer operational goals and monitor achievements of performance and profit objectives.
• Adhere to scheduling and coordinate with manager any scheduling concerns, prioritizing guest satisfaction.
• Support compliance to departmental budgets.
• Supportively promote and demonstrate superior customer service in line with department and company standards and programs.
• Ensure customer service standards are followed by all team members and address issues as they arise.
• Assist Manager with all aspects of Mutuel operations, including monitoring of simulcast.
• Ensure compliance with regulatory requirements and company policies.
• Prepare, open, and close the tote system daily, check racing programs for scratches, and verify pari-mutuel pools in the tote system.
• Review and approve money room documentation based on established levels of authorization.
• Assist Manager with administrative duties as assigned.
• Maintain strict confidentiality in all departmental and company matters.
• Follow new PPE and safety guidelines to safeguard you, your colleagues, and guests.

Qualifications

• At least 21 years old.
• A minimum of an Associate’s or Technical Degree in a relevant field, or up to one year of related experience in racing or gaming.
• Minimum two years’ previous customer service experience.
• Previous supervisory experience preferred.
• A working knowledge of thoroughbred and harness racing.
• Proficiency in Microsoft applications (Excel, Word, and Outlook).
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rates, ratios, and percentages and to draw and interpret bar graphs.
• Ability to work independently, identify problems, collect data, establish facts, and draw valid conclusions.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Open availability.

Supervisory Responsibilities

This job may or may not have supervisory responsibilities. Manages work procedures and expedites workflow. Provides coaching and counseling to team members.

Reasoning Abilities

The employee must apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. The employee must be able to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Regularly stand and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently reach with hands and arms.
• Frequent and occasional lifting and/or moving up to 25 pounds.
• 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 noise level in the work environment is usually moderate to very loud.
• The employee could be exposed to an environment containing unrestricted second-hand tobacco smoke.

Equal Opportunity Employer

We are an equal opportunity employer and welcome candidates from diverse backgrounds.