Sportsbook Supervisor & Ticket Writer (Dual-Rate)

About the role

Manage the operational cost of the sports book, focusing on labor costs and inventory management/control.

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.

Responsibilities

• Writes tickets and processes cash winning tickets.
• Handles customer questions and disputes.
• Counts cash at the beginning and end of each shift.
• Ensures all customers, whether regular or infrequent, are made to feel welcome at all times.
• 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.

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.

Essential Functions/Exposures

• Must be able to stand for extended periods of time.
• Must be able to lift, pull or push 25 lbs.
• Must be able to write for extended periods of time.
• Must be able to twist, bend or reach with no significant boundaries.
• This position may be exposed to a smoke-filled environment.