Location: Bristol,VA, USA
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
Additional Details
DISCLAIMER:
This is not necessarily an exhaustive list of all the responsibilities, skills, duties, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different task is performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical development). #HARDROCKBRISTOL
Age Requirements
21+