Sportsbook Agent - Sportsbook

Sportsbook Agent

Hard Rock Hotel & Casino – Bristol, VA

Reports To: Sportsbook Supervisor

Key Relationships: (internal & external)

Internal: Casino Property Leadership. Marketing, Customer Operations, Legal, Regulatory & Compliance, Finance.

External: HRD business-to-business partners, stakeholders & third-party suppliers.

Position Purpose: Providing outstanding customer service while processing wagers for customers who are betting on the results of sporting events and is responsible for efficient and timely exchange of cash on all transactions

Key Responsibilities & Accountabilities:

• 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
• Adheres to all rules and regulations set forth by jurisdiction

Measures of Performance:

• Proper execution of cash handling polices
• Timeliness of identification/ appropriate escalation of issues for resolution
• Demonstration of values and behaviour's consistent with Hard Rock values
• Compliance with regulatory and legal requirements

Capabilities:

• 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
• Strong communication, attention to detail, and problem-solving skills
• 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

Qualifications & Experience:

• 1+ years' experience in Gaming and or Sportsbook related roles preferred
• Strong background and in-depth knowledge of the gaming industry and betting process preferred
• Customer Service experience required
• Prior cash handling experience required
• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.
• Currently located in or willing to relocate to Bristol, VA areA

PAY RANGE: $2 - $25/Hourly