Sports Book Manager

Laguna Development Corp•Albuquerque, NM

4h•Onsite

About The Position

The Sports Book Manager is responsible for directing and managing all day-to-day Sports Book operations to ensure a profitable, compliant, and high-performing department. This leadership role oversees hiring, scheduling, training, mentoring, and performance management of team members while fostering a culture centered on accountability, operational excellence, customer service, and adherence to Laguna Development Corporation (LDC) Core Values, policies, and procedures. The manager develops and implements operational goals, monitors business performance and profitability, assists with departmental budgeting, controls labor costs through efficient scheduling, and ensures staffing levels support both operational needs and guest satisfaction. The position also requires monitoring sportsbook industry trends, competitor practices, technological innovations, and legislative changes affecting sports betting operations. Additionally, the manager is responsible for ensuring exceptional customer service standards, responding to guest inquiries and complaints, implementing service recovery practices, building guest loyalty through meaningful interactions, and maintaining positive professional relationships with guests, employees, vendors, and the public. The role requires working under pressure, maintaining flexibility, handling multiple priorities, working weekends, holidays, special events, and irregular hours, while demonstrating professionalism, creativity, teamwork, strong communication, organization, planning, and sound analytical decision-making abilities.

Requirements

Bachelor’s degree in accounting, finance, business, or a related field.
At least five years of relevant experience (equivalent combinations of education, certifications, and experience may be considered).
Demonstrated leadership experience for three or more years.
Familiarity with casino operations.
Ability to work independently with minimal supervision.
Confidence in assessing situations and making informed decisions.
Strong verbal and written communication skills.
Excellent customer relations abilities.
Proficiency in Microsoft Word, Excel, PowerPoint, Outlook.
Experience with systems such as Super Playmate, Kronos, ADP, and Paramount.
Ability to hear, sit, speak, use hands repetitively, and maintain visual focus for the majority of the workday.
Ability to problem-solve, plan, organize, interpret data, read, write, and make decisions.
Obtaining and maintaining a Pueblo of Laguna Gaming Control Board gaming license.
Maintaining a valid New Mexico driver’s license.
Complying with Title 31 requirements under the Bank Secrecy Act.
Successfully passing a pre-employment alcohol and drug screening.

Nice To Haves

Preferably have at least five years of relevant experience.

Responsibilities

Directing and managing all day-to-day Sports Book operations to ensure a profitable, compliant, and high-performing department.
Overseeing hiring, scheduling, training, mentoring, and performance management of team members.
Fostering a culture centered on accountability, operational excellence, customer service, and adherence to Laguna Development Corporation (LDC) Core Values, policies, and procedures.
Developing and implementing operational goals.
Monitoring business performance and profitability.
Assisting with departmental budgeting.
Controlling labor costs through efficient scheduling.
Ensuring staffing levels support both operational needs and guest satisfaction.
Monitoring sportsbook industry trends, competitor practices, technological innovations, and legislative changes affecting sports betting operations.
Ensuring exceptional customer service standards.
Responding to guest inquiries and complaints.
Implementing service recovery practices.
Building guest loyalty through meaningful interactions.
Maintaining positive professional relationships with guests, employees, vendors, and the public.
Working under pressure, maintaining flexibility, handling multiple priorities, working weekends, holidays, special events, and irregular hours.
Demonstrating professionalism, creativity, teamwork, strong communication, organization, planning, and sound analytical decision-making abilities.
Hiring, training, scheduling, evaluating performance, compensating, disciplining, promoting, terminating employees, assigning work, and assisting with budget planning.