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Senior Director, Member Experience & Products (Transformational Design)
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Senior+
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Full-time
bachelor degree
Medical Coverage, 401(k) Matching, Annual Performance Bonus, Paid Time Off, Wellness Programs
Posted 24d ago
Apply by Jul 16
~40 hrs/week
Responsibilities
Manage front-of-house food and beverage operations, including staff supervision, scheduling, and budget compliance. Ensure high standards of customer service and adherence to health and gaming regulations.
Requirements
Requires a Bachelor's degree or four years of related managerial experience and must be at least 21 years old. Candidates must be able to obtain Maryland Gaming Board licensing and TIPS certification.
Full job description
WE’RE CHANGING ENTERTAINMENT. COME JOIN US.
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.
Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.
WE LOVE OUR WORK.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for supervising and managing staff in the F&B FOH department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Responsible for assisting in the budget process for the department and provide recommendations; ensuring 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. Responsible for the overall achievement of department customer service goals.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Maintain cost control methods and procedures by monitoring consistent pars and inventory.
Maintain established quality assurance procedures to ensure acceptable health department and customer service standards.
Oversees scheduling, breaks, floor plans, training, evaluating, counseling, team members on assigned shift.
Exhibits a friendly and helpful and courteous manner when dealing with customers and fellow team members.
Knowledge of and enforcement of all gaming laws and regulations which apply to the functions and duties of the Food & Beverage Department for which this position is responsible.
Administers the overall activities of the front of house restaurant operations and beverage operations.
Establishes and administers training programs within the assigned restaurant and lounge.
Ensures that available facilities are adequate for performance of duties by assigned personnel.
Maintains and instructs assigned personnel on safety policies and procedures, and follows up to ensure that hazards are eliminated.
Monitors appearance of food served and communicates deviations from standard.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
Maintains strict confidentiality in all departmental and company matters.
BRING US YOUR BEST.
QUALIFICATION 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 (B.A./B.S.) or equivalent from four year college or university; or four years related supervisory or managerial experience and/or training; or equivalent combination of education and experience.
Previous supervisory experience in a full service or high volume restaurant preferred.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to write reports, business correspondence, and procedure manuals.
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
Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
Must be proficient in Microsoft Outlook programs.
Excellent motivational, communication and customer service skills required.
SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
Determines work procedures and expedites workflow.
Responsible for employee performance (disciplining, coaching, counseling).
CERTIFICATES, LICENSES, REGISTRATIONS:
Proof of eligibility to work in the United States
Must qualify for licensing with the Maryland Gaming Board
Must successfully complete and maintain TIPS certification.
STAY IN THE GAME. FOLLOW US.
We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.
Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.
Bringing an all-inclusive experience of fun, food and entertainment to Northeast Maryland.
Industry
Gambling Facilities and Casinos
Company size
201-500 employees
Headquarters
Perryville, Maryland
LinkedIn followers
1,099
Located directly off of I-95 in Northeast Maryland, Hollywood Casino offers a variety of fun! Approximately 45 minutes East of Baltimore, Hollywood Casino Perryville has over 750 slot machines, Table Games, Poker, Off-track betting, a Sportsbook and a Sportsbook Restaurant complete with over 68” of television space to catch any of your favorite games.
Please play responsibly, for help visit mdgamblinghelp.org or call 1-800-GAMBLER.
Offices: 1201 Chesapeake Overlook Pkwy, Perryville, Maryland 21903, US
How much do Customer Service & Support jobs in Maryland pay?
Based on 1772 listings with disclosed salaries, most customer service & support jobs in Maryland pay between $47k–$109k per year. Individual offers vary with seniority, company size, and specialization.
How many Customer Service & Support jobs are open in Maryland right now?
There are currently 11,214 open customer service & support positions in Maryland listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Maryland?
Companies currently hiring include Domino's, CVS Health, Royal Farms, Lowe's Companies, Inc., Starbucks, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Maryland?
Yes — 664 of the 11214 open customer service & support positions offer remote or hybrid work (291 remote, 373 hybrid).
How do I apply for Customer Service & Support jobs in Maryland?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
Customer Service & Support jobs by city in Maryland