Dual Rate Supervisor Sportsbook - Sportsbook
About The Position
At Hard Rock, we are a diverse group of team members who possess a friendly disposition, attention to detail, and an unwavering dedication to superior guest service. Hard Rock is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset. The Sportsbook Dual Rate Supervisor will serve as a supervisor and Sportsbook Agent, when needed. As a supervisor, they will oversee the Sportsbook as assigned, and in both roles, they will ensure world-class hospitality, building loyalty, and creating legendary experiences for both guests and employees. Both roles are fast-paced and require operational savvy, unwavering enthusiasm and resilience, and a passion for excellence.
Requirements
- Sportsbook experience required.
- Strong operational background, preferably in a high volume, fast-paced environment.
- Must possess strong leadership skills.
- Demonstrated ability to communicate effectively, both verbal and written.
- Demonstrated ability to deal effectively with employees at all levels.
- Strong organizational and analytical skills.
- Computer literacy.
- Ability to handle complex and emotional issues.
- Act as a role model to other employees and always lead by example.
- Adhere to all regulatory, company and department policies and procedures.
- Must project professionalism and possess excellent verbal and written communication skills.
- Professional appearance.
- Team player.
- Ability to obtain Gaming Occupational License in the State of Ohio.
Nice To Haves
- 1 year of leadership in service or gaming environment preferred.
Responsibilities
- Oversee Sportsbook as assigned.
- Ensure world-class hospitality, building loyalty, and creating legendary experiences for both guests and employees.
- Support Sportsbook Agents to effectively de-escalate customer disputes and answer questions.
- Issue and reconcile cash drawers for Sportsbook Agents.
- 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.
- Know and abide by Ohio CCC regulations, internal controls and company policies and procedures.
- Lead by example; learn and show proficiency in performing all duties required/performed by his/her work groups.
- Ensure all guest problems are handled quickly to ensure guest satisfaction within the established guidelines.
- Professionally engage patrons to effectively resolve disputes and answer questions while enhancing the customer experience.
- Maintain and balance a till for use in issuing and redeeming tickets and vouchers including following void procedures and cash handling procedures.
- Communicate and promote our menu of wagering options and promotions to patrons.
- Escalate potential complaints, business risks, and potential VIP customers.
- Maintain a neat and well-stocked window for the next shift.
Benefits
- Comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
