About this role
Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
Job Description: Position Purpose: Oversee and manage day-to-day customer satisfaction and operations of a Sportsbook, including developing team members, implementing strategies to increase productivity and revenues, and ensuring industry-leading customer experience.
Key Responsibilities & Accountabilities:
• Support the creation of an operational plan for operating and maintaining a Retail Sportsbook in a casino environment on a day-to-day basis • Ensure vigilance and control against all regulated areas of the Retail Sports Betting business • Foster and manage relationships with existing casino stakeholder & HRCC to enhance the success • Support the execution of strategies and opportunities from HRCC to introduce a Sportsbook product to the brands existing customer base • In cooperation with HRCC, leverage analytics to provide insights, make recommendations to reach players in new ways, and create value at the casino property • Develop and coach a team including Sportsbook Supervisor(s) and Sportsbook Agent(s) • Liaise with customer base in-person to provide product education and develop loyal relationships • Work with HRCC Risk Management team in the monitoring Sportsbook risk and liability • Collaborate with the Compliance Department to ensure product and operating procedures are compliant with all regulations, including ICS, SOPs, AML, Title 31, etc.
Measures of Performance:
• Delivery of performance metrics against defined Retail accounts, both Hard Rock and Business to Business • Strategic initiatives execution as directed within schedule, budget, and quality requirements • Timeliness of identification / appropriate escalation of issues for resolution • Demonstration of values and behaviours consistent with Hard Rock values • Compliance with regulatory and legal requirements
Capabilities:
• Experience at working both independently and in a team-oriented, collaborative environment is essential • Can adjust and efficiently react to shifting priorities, demands, and timelines through analytical and problem-solving capabilities • Flexible during times of change, and the ability to work at speed • Ability to effectively prioritize and execute tasks in a fast-paced environment • Hands-on and can learn the category and support the broader Retail business and its stakeholders across Retail Sportsbook operations • Exceptional communication/ problem solving skills to clearly articulate ideas, frame problems and offer solutions with both internal and external customers • The ability to make optimal decisions in high pressure situations • Data driven and results focused • Strong communicator and collaborator • Proactive, passionate, and demonstrates strong leadership skills • Exceptional written and verbal communication skills • Must be self-motivated, self-directed and exhibit strong attention to details. • Must be able to stand or walk for long periods of time and work in a loud, smoking environment • Flexibility to oversee operations 24/7 and be on call and available to work flexible hours including nights and weekends
Qualifications, Experience & Additional Requirements:
• 3+ years’ experience in Gaming and or Sportsbook related management roles • Understand sports wagering terminology and products as well as managing customer expectations • Must obtain and maintain all licenses / certifications per Federal and State Regulations. • Must successfully pass background check. • Must successfully pass drug screening. • Must be at least twenty-one (21) years of age. • Prior experience opening new properties/outlets strongly preferred. • Currently located in or willing to relocate to the Cincinnati metropolitan area