Category: Food Service And Restaurant

Job Type: Full Time

30 days ago

$ - $ Hourly


  • 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
  • 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
  • Demonstration of values and behaviors consistent with Hard Rock values
  • Compliance with regulatory and legal requirements
  • 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.


  • 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
  • Flexibility to oversee operations 24/7 and be on call and available to work flexible hours including nights and weekends
  • 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


  • 3+ years’ experience in High Casino Gaming and or Sportsbook related management roles
  • Ability to obtain a Casino Employee Registration/ License
  • 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

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