About this role
Job Description:
• Help the Book Manager become aware of operational information that will help to maximize the profitability of the sports book • Manage the operational cost of the sports book, with a focus on labor costs and inventory management/control • Hold regular meetings with sports book leadership to develop strategic initiatives in the promotion of the sports book • Mentor employees to help them become better ticket writers • Drive and motivate the staff to deliver a high level of customer service to both regular customers and novice bettors • Handle escalated customer complaints/issues as needed • Ensure that the sports book staff is operating in a manner that follows all company and state gaming agency rules and regulations • Writes tickets and processes cash winning tickets • Handles customer questions and disputes • Counts cash at the beginning and end of each shift • Ensure all customers, whether regular or infrequent, are made to feel welcome at all times • Carry out engaging conversations and provide friendly service to customers • Show patience with customers who do not wager regularly; take the time to explain how wagering works • Committed to working in a compliant environment in the Sportsbook at all times and adhere to Gaming Control Board reporting requirements • Calls for MTL support when writing bets requiring MTL paperwork • Adhere to Uniform Policy and ensures good standard of personal presentation at all times • Anticipate and act on the needs of the customer, seek and respond to feedback • Ensure all issues effecting the customer experience in the sports book are reported promptly • Undertake additional tasks contributing to the operations of the sports book, as requested Minimum Position Requirements:
• Prior work experience in a sports book is highly preferred • Ability to motivate, lead, and mentor staff members • Strong communication skills, both written and verbal • Professional appearance and demeanor • Self-starter attitude who shows initiative • Committed to delivering a high level of customer service • Genuinely interested in working with and helping customers • Excellent communication skills • Prefer working as part of a team • Well-presented, polite, tactful and friendly • Numerate, lively and quick-thinking • Resolve complaints and difficult situations in a calm and patient manner • Enjoy promoting products and services confidently • Gather and act on customer feedback effectively • Prioritize quick, effective speed of service • High standards, initiative, pro-activity and professionalism • Flexible to perform different tasks and follow procedures correctly • Full of drive and enthusiasm for your own development Essential Functions/Exposures:
• Must be able to stand for extended periods of time • Must be able to lift, pull or push 25 lbs. • Must be able write for extended periods of time • Must be able to twist, bend or reach with no significant boundaries • This position may be exposed to a smoke-filled environment