SUPERVISOR - SPORTSBOOK - Hard Rock International (USA), Inc.

POSITION SUMMARY:
The incumbent for this role is a well-rounded individual with experience in the sports wagering/casino industry that isn’t afraid to roll up their sleeves and get their hands dirty to serve as our dedicated Sportsbook Supervisor. This role will report to the Sportsbook Director and be responsible for working within a team to exceed customer satisfaction expectations and enhancing the player experience by providing professional, accurate and timely assistance for all matters related to the player’s interaction with the Retail and Online Sportsbook and its related products.

ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)
1. Supervise a team of Sportsbook Hosts both at the Retail counter and Online sportsbook.
2. Manage Sportsbook Hosts schedule.
3. Record wager requests from patrons and input them into the wagering system.
4. Manage a cash drawer for taking wagers and making payouts.
5. Approve large wagers and pay out large wins.
6. Reconcile cash drawers for Sportsbook Hosts at the end of their shift.
7. Commit to detecting and advising customers at risk of potential responsible gaming issues.
8. Effectively communicate T’s & C’s to customers regarding wagering rules and policy’s.
9. Promote and educate patrons on the availability of all sports related products and wager types.
10. Serve as point of escalation for all customer disputes that hosts cannot resolve themselves.
11. Ensure the retail and online Sportsbook operation remains compliant with regulations at all times.
12. Train and mentor Sportsbook Hosts on best business practices per company guidelines.
13. Assist the Sportsbook Director with internal staff audits and evaluations.
14. Participate in investigations related to payments fraud and game play disputes.
15. Develop and maintain an outbound sales/VIP program for Sportsbook Hosts.
16. Participate in our outbound sales/VIP program as time allows.
17. Monitor real time reports and ensure proactive contact to customers.
18. Support the Sportsbook Director with the audit of the customer UI/UX in an effort to identify touch points and interactions that need to be enhanced.
19. Perform work regularly and adheres to all Indiana Gaming Regulations.

NON-ESSENTIAL JOB FUNCTIONS
1. Attend seminars when needed.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)
Associate’s Degree in Financial, Business or related field or more years of progressively responsible experience in the casino environment with knowledge of online and/or brick and mortar casino and sports book operations preferred or an equivalent combination of training, education and experience.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be twenty-one (21) years of age.

KNOWLEDGE OF:

• Knowledgeable with Sports wagering terminology.
• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Principles of supervision, training, and performance evaluation.
• Pertinent federal, state, and local laws, codes, and regulations.
• Ability to set clear direction for the department to ensure the successful operation.
• Observe and direct actions of subordinates.
• Provide excellent customer service and support.
• Communicate clearly and concisely, both orally and in writing.
• Troubleshoot and triage complicated matters related to player inquiries.
• Work efficiently in a high volume work environment.