Lead Sportsbook Host

The Mint Gaming Hall•Franklin, TN

8d•Onsite

About The Position

The Lead Sportsbook Host consistently provides a positive first impression of the outlet’s friendliness, excellent service, and high standards while supporting the daily flow of Sportsbook host operations. This position serves as a shift leader for the host stand by assisting with guest arrivals, seating flow, reservations, communication, team member support, and service recovery. The Lead Sportsbook Host also helps reinforce cleanliness, sanitation, appearance, safety, and sequence of service standards in accordance with Health Department and departmental requirements.

Requirements

High school diploma or its equivalent required.
Strong communication, organization, guest recovery, and problem-solving skills required.
Must pass all required pre-screening and background checks.
Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled.
Must be able to obtain required work cards, gaming/racing licenses, as required by state and local jurisdiction.

Nice To Haves

Previous hosting, guest service, restaurant, sportsbook, casino hospitality, or related experience preferred.
Previous lead, trainer, shift leadership, or demonstrated peer leadership experience preferred.

Responsibilities

Acts as the first point of contact for host stand questions, guest flow concerns, reservation needs, and immediate service challenges during assigned shifts.
Assists with training, mentoring, and onboarding Sportsbook Hosts by modeling service standards, proper procedures, and professional guest interaction.
Communicates staffing needs, guest concerns, service opportunities, equipment issues, and operational updates to the room manager or manager on duty in a timely manner.
Helps ensure opening, closing, side-work, reservation, seating, and guest communication duties are completed accurately and according to departmental standards.
Provides shift and daily direction to Sportsbook Hosts to support smooth, efficient, and guest-focused operations.
Supports guest recovery by addressing concerns professionally when appropriate and escalating situations to management when additional assistance or approval is needed.
Greets each guest in accordance with sequence of service standards and offers their name and assistance upon the guest’s arrival.
Engages all guests with a consistently friendly and upbeat personality and strives to establish rapport with all Sports Book patrons.
Works collaboratively with all room staff to ensure an exceptional guest experience and the proper flow of the dining room and bar.
Immediately reports any excessive delay in the seating of guests or potential guest opportunities to the room manager.
Effectively utilizes all reservation tools, accurately records reservations and cancellations, and updates the room manager of expected reservation counts before and throughout the shift.
Answers all incoming telephone calls in a timely and friendly manner and provides the appropriate service requested by the guest.
Is knowledgeable of all menus, promotions, specials, and entertainment offerings and can respond to guest inquiries effectively.
Consistently monitors both the reservation and waiting list and informs guests of their expected seating time.
Enters guests’ names into the computer system, shows guests to their table, and introduces the serving staff.
Maintains regular attendance at scheduled shift and staff meetings.
Consistently uses all bar and restaurant equipment, cleaning, and sanitizing products in accordance with all MSDS sheets and departmental standards.
To provide BIG Service to internal and external guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.