• 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.

Capabilities:

• 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