SUPERVISOR - SPORTSBOOK

Overview

Oversee and manage day-to-day customer satisfaction and operations of a Sportsbook in Virginia, including but not limited to, assisting Sportsbook Manager with developing team members, providing industry-leading customer support, ensuring compliance with gaming regulators, and adherence to all cash handling policies, SOPs, and ICs.

Responsibilities

· Support Sportsbook Agents to effectively de-escalate customer disputes and answer questions

· Issue and reconcile cash drawers for Sportsbook Agents

· Support the execution of strategies and opportunities from HRD to introduce a Sportsbook product to the brands existing customer base

· In cooperation with HRD, leverage analytics to provide insights, make recommendations to reach players in new ways, and create value at the casino property

· Develop and coach Sportsbook Agents on best business practices per company guidelines

· Liaise with customer base in-person to provide product education and develop loyal relationships

· Work with HRD Risk Management team in the monitoring Sportsbook risk and liability

· In conjunction with security and surveillance, identify banned, self-excluded, or prohibited sports pool patrons

· Collaborate with the Compliance Department to ensure product and operating procedures are compliant with all regulations, including IC’s, SOP’s, AML, Title 31, etc.

· Delivery of performance metrics against defined Retail accounts, both Hard Rock and Business to Business

· Protect company assets (e.g., cash variances)

· Timeliness of identification/ appropriate escalation of issues for resolution

· Demonstration of values and behaviour’s consistent with Hard Rock values

· Compliance with regulatory and legal requirements

· 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, high-pressure 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

· Experience and demonstrated capability to make data driven decisions to continually optimize performance within established constraints

· Proactive, passionate, and demonstrates strong leadership skills

· Strong attention to detail and a problem-solving mind

· 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

• 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, State, and Virginia Lottery.
• 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 Bristol, VA area