Potawatomi Sportsbook Shift Manager

Potawatomi Hotel & Casino•Milwaukee, WI

38d

About The Position

In this fast-paced, high-energy environment where great guest service is essential, how do we ensure that our guests enjoy their gaming experience and are pleased with the service they receive? As the Sportsbook Shift Manager you will report to the Sportsbook Manager and are responsible for the efficient operation and service delivery of a great Sportsbook Gaming experience. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Requirements

A high school diploma and experience in a retail sportsbook environment and appropriate licensure are required.
A minimum of one year of experience working as a supervisor in a retail sportsbook is highly preferred.
Must have experience delivering a high level of guest service.
Office skills must include the ability to use standard office equipment and general knowledge of Microsoft Office.
The ability to use basic math skills including adding, subtracting, multiplying, dividing, and counting using whole numbers, fractions, and United States currency.
The ability to read, write, and interpret documents such as procedure manuals, routine reports and correspondence.
The ability to use strong organization skills and attention to detail to accurately handle multiple job duties and projects in a fast-paced environment.
Ability to appropriately determine work that needs to be done and make sure it is complete.
The ability to maintain discretion in handling confidential information.
The ability to interact with guests and team members professionally, including the ability to speak in front of small groups of team members.
The ability to work irregular hours and extended shifts, including late nights, early mornings, weekends, and holidays.
While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally. The team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

A related Bachelor's degree is strongly preferred.

Responsibilities

Directly assist the Sportsbook Manager in all aspects of the day-to-day operation and administration of the Sportsbook Department, including establishing operational standards for the team members and evaluating, adjusting, and improving operations to best meet business needs.
Carry out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include, but are not limited to, training team members, motivating team members, planning, assigning, and directing work, appraising performance, rewarding and disciplining team members, addressing complaints, and resolving problems.
Actively and continuously assist Supervisors in maintaining of standards established by leadership
Must enforce and adhere to all Title 31 regulations and procedures and ensure all team members working in the Sportsbook are compliant.
Keep the Sportsbook Manager aware of operational information that will help maximize the profitability of the Sportsbook department.
Assist in establishing and maintaining department goals to improve guest service, financial, and operational efficiencies.
Understand the operational cost of the Sportsbook, focusing on efficiency with labor costs and inventory management/control.
Monitor guests and team members to ensure the protection of assets.
Motivate, lead, and mentor team members to promote their professional development.
Oversee the proper placement and redemption of bets.
Ensure accountability of cash transactions by reviewing and managing proper procedures in the collection, payment (winning tickets), recording, and depositing of monies.
Reconcile Ticket Writer accounts and reports and investigate cash discrepancies.
Assist in managing change and the introduction of initiatives within the department.
Address guest complaints and issues as needed, escalating higher-level issues through the chain of command.
Address team member issues in a timely fashion and ensure necessary actions are taken to adhere to company policies and procedures.
Train staff to deliver a high level of customer service to both regular guests and those new to sportsbook betting.
Lead Sportsbook team members to facilitate guest education and increase engagement.
Provide the highest quality of guest service and hospitality for all guests, while remaining professional at all times.
Ensure full compliance with departmental Internal Controls, policies, procedures, and regulations.
Perform other duties as assigned.