Supervisor, Sportsbook

Hard Rock Hotel & Casino Ottawa•Hollywood, FL

4d•Onsite

About The Position

Oversee and manage day-to-day customer satisfaction and operations of a Sportsbook in Florida, including but not limited to, assisting Sportsbook Director with developing team members, providing industry-leading customer support, ensuring compliance with gaming regulators, and adherence to all cash handling policies, SOPs, and ICs.

Requirements

Three (3) or more years of experience in Gaming and or Sportsbook related management roles.
Flexibility to oversee operations 24/7 and be on call and available to work flexible hours including nights and weekends.
Experience and demonstrated capability to make data driven decisions to continually optimize performance within established constraints.
Data driven and results focused.
Strong communicator and collaborator.
Proactive, passionate, and demonstrates strong leadership skills.
Exceptional written and verbal communication skills.
Strong attention to detail and a problem-solving mind.
Experience at working both independently and in a team-oriented, collaborative environment is essential.
Can adjust and efficiently react to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
Flexible during times of change, and the ability to work at speed.
Ability to effectively prioritize and execute tasks in a fast-paced environment.
Hands-on and can learn the category and support the broader Retail business and its stakeholders across Retail Sportsbook operations.
Exceptional communication/ problem solving skills to clearly articulate ideas, frame problems and offer solutions with both internal and external customers.
Understand sports wagering terminology and products as well as managing customer expectations.
The ability to make optimal decisions in high pressure situations.
Must be able to stand or walk for long periods of time and work in a loud, smoking environment.

Responsibilities

Must adhere to the Seminole Tribe's Policies and Procedures.
Support Sportsbook Agents to effectively de-escalate customer disputes and answer questions.
Issue and reconcile cash drawers for Sportsbook Agents.
Support the execution of strategies and opportunities from HRD to introduce a Sportsbook product to the brands existing customer base.
In cooperation with HRD, leverage analytics to provide insights, make recommendations to reach players in new ways, and create value at the casino property.
Develop and coach Sportsbook Agents on best business practices per company guidelines.
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.
Delivery of performance metrics against defined Retail accounts, both Hard Rock and Business to Business.
Protect company assets (e.g., cash variances).
Timeliness of identification/ appropriate escalation of issues for resolution.
Compliance with regulatory and legal requirements.