Sportsbook Supervisor & Ticket Writer (Dual-Rate)

Caesars Entertainment•Baltimore, MD

2d•Onsite

About The Position

This role involves managing the operational aspects of a sportsbook, focusing on profitability, cost management (especially labor), and inventory control. The position requires strategic initiative development, staff mentorship, and driving high levels of customer service. Key responsibilities include writing tickets, handling customer inquiries and disputes, managing cash, ensuring compliance with company and gaming regulations, and maintaining a positive customer experience. The role also involves reporting operational issues and adhering to company policies.

Requirements

Prior work experience in a sports book is highly preferred
Ability to motivate, lead, and mentor staff members
Strong communication skills, both written and verbal
Professional appearance and demeanor
Self-starter attitude who shows initiative
Committed to delivering a high level of customer service
Genuinely interested in working with and helping customers
Excellent communication skills
Prefer working as part of a team
Well-presented, polite, tactful and friendly
Numerate, lively and quick-thinking
Resolve complaints and difficult situations in a calm and patient manner
Enjoy promoting products and services confidently
Gather and act on customer feedback effectively
Prioritize quick, effective speed of service
High standards, initiative, pro-activity and professionalism
Flexible to perform different tasks and follow procedures correctly
Full of drive and enthusiasm for your own development

Responsibilities

Help the Book Manager become aware of operational information that will help to maximize the profitability of the sports book
Manage the operational cost of the sports book, with a focus on labor costs and inventory management/control
Hold regular meetings with sports book leadership to develop strategic initiatives in the promotion of the sports book
Mentor employees to help them become better ticket writers
Drive and motivate the staff to deliver a high level of customer service to both regular customers and novice bettors
Handle escalated customer complaints/issues as needed
Ensure that the sports book staff is operating in a manner that follows all company and state gaming agency rules and regulations
Writes tickets and processes cash winning tickets
Handles customer questions and disputes
Counts cash at the beginning and end of each shift
Ensure all customers, whether regular or infrequent, are made to feel welcome at all times
Carry out engaging conversations and provide friendly service to customers
Show patience with customers who do not wager regularly; take the time to explain how wagering works
Committed to working in a compliant environment in the Sportsbook at all times and adhere to Gaming Control Board reporting requirements
Calls for MTL support when writing bets requiring MTL paperwork
Adhere to Uniform Policy and ensures good standard of personal presentation at all times
Anticipate and act on the needs of the customer, seek and respond to feedback
Ensure all issues effecting the customer experience in the sports book are reported promptly
Undertake additional tasks contributing to the operations of the sports book, as requested