Dual Rate Supervisor Sportsbook - Sportsbook

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Overview:

At Hard Rock we are a diverse group of team members who possess a friendly disposition, attention to detail and an unwavering dedication to superior guest service. Hard Rock is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset. 

Responsibilities:

The Sportsbook Dual Rate Supervisor will serve as a supervisor and Sportsbook Agent, when needed. As a supervisor they will oversee Sportsbook as assigned and in both roles they will ensure world-class hospitality, building loyalty, and creating legendary experiences for both guests and employees.  Both roles are fast-paced and require operational savvy, unwavering enthusiasm and resilience, and a passion for excellence.

Dual Rate Duties

• Support Sportsbook Agents to effectively de-escalate customer disputes and answer questions
• Issue and reconcile cash drawers for Sportsbook Agents
• 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.
• Knows and abides by Ohio CCC regulations, internal controls and company policies and procedures
• Leads by example; learns and shows proficiency in performing all duties required/performed by his/her work groups.
• Ensures all guest problems are handled quickly to ensure guest satisfaction within the established guidelines.

Sportsbook Agent Responsibilities

• Professionally engage patrons to effectively resolve disputes and answer questions while enhancing the customer experience
• Maintains and balances a till for use in issuing and redeeming tickets and vouchers including following void procedures and cash handling procedures
• Communicate and promote our menu of wagering options and promotions to patrons
• Strong knowledge of when and where to escalate potential complaints, business risks, and potential VIP customers
• Maintains a neat and well-stocked window for the next shift
• Knows and abides by Ohio CCC regulations, internal controls and company policies and procedures 

Knowledge, Skills & Abilities

• Must possess strong leadership skills.
• Demonstrated ability to communicate effectively, both verbal and written.
• Demonstrated ability to deal effectively with employees at all levels.
• Strong organizational and analytical skills.
• Computer literacy.
• Ability to handle complex and emotional issues.
• Act as a role model to other employees and always leads by example.
• Adhere to all regulatory, company and department policies and procedures.
• Must project professionalism and possess excellent verbal and written communication skills.
• Professional appearance.
• Team player.

Education and Experience

• Sportsbook experience required
• Strong operational background, preferably in a high volume, fast-paced environment.
• 1 year of leadership in service or gaming environment preferred.

Required Certification/License

• Ability to obtain Gaming Occupational License in the State of Ohio