• 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
• Proper execution of cash handling polices
• 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
• 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
• 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

Adheres to all rules and regulations set forth by jurisdiction

• 1+ years’ experience in Gaming and or Sportsbook related roles preferred
• Customer Service experience required
• Prior cash handling experience required
• Ability to obtain a Casino Employee Registration/ License
• Strong background and in-depth knowledge of the gaming industry and betting process preferred
• Strong communication, attention to detail, and problem-solving skills