Sportsbook Manager

Don’t just work. Work Happy.

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  Responsible for supervising and managing team members in the Sportsbook.
• 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.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
• Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Responsible for all operation supply inventory.
• Ensures team members have the tools needed to do their jobs to maximize efficiently.
• Attend and schedule meetings to address Marketing issues.
• Work with other departments to update guest information in the player tracking system including but not limited to Voluntary Excluded Persons information, banned guest information, addresses, email address, telephone numbers and personal preferences.
• Create, develop and execute casino promotions and special events by working with the Casino Marketing Department.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Ensures all staff are trained and follow CTR and SAR procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
• Maintains strict confidentiality in all departmental and company matters.

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  Bachelor’s Degree (B.A/B.S.); or four to eight years customer service-related experience and/or training; or equivalent combination of education and experience.
• Prior work experience in a sportsbook preferred.
• Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
• Must have excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• 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.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of all office machines and tools.

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  Responsible for team 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.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendation for employee performance (disciplining, coaching, and counseling).

Equal Opportunity Employer