Caesars Entertainment
Sportsbook Supervisor & Ticket Writer (Dual-Rate)
Full-time · Baltimore, MD
✓ Verified live on the employer's own system · added 19 days ago
Mid-level
Skills & tools Management Operations Inventory Management Team Leadership Customer Service Communications Conflict Resolution Patient Care
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Full job description Help the Book Manager become aware of operational information that will help to maximize the profitability of the sports book Manage the operational cost of the sports book, with a focus on labor costs and inventory management/control Hold regular meetings with sports book leadership to develop strategic initiatives in the promotion of the sports book Mentor employees to help them become better ticket writers Drive and motivate the staff to deliver a high level of customer service to both regular customers and novice bettors Handle escalated customer complaints/issues as needed Ensure that the sports book staff is operating in a manner that follows all company and state gaming agency rules and regulations Writes tickets and processes cash winning tickets Handles customer questions and disputes Counts cash at the beginning and end of each shift Ensure all customers, whether regular or infrequent, are made to feel welcome at all times Carry out engaging conversations and provide friendly service to customers Show patience with customers who do not wager regularly; take the time to explain how wagering works Committed to working in a compliant environment in the Sportsbook at all times and adhere to Gaming Control Board reporting requirements Calls for MTL support when writing bets requiring MTL paperwork Adhere to Uniform Policy and ensures good standard of personal presentation at all times Anticipate and act on the needs of the customer, seek and respond to feedback Ensure all issues effecting the customer experience in the sports book are reported promptly Undertake additional tasks contributing to the operations of the sports book, as requested Prior work experience in a sports book is highly preferred Ability to motivate, lead, and mentor staff members Strong communication skills, both written and verbal Professional appearance and demeanor Self-starter attitude who shows initiative Committed to delivering a high level of customer service Genuinely interested in working with and helping customers Excellent communication skills Prefer working as part of a team Well-presented, polite, tactful and friendly Numerate, lively and quick-thinking Resolve complaints and difficult situations in a calm and patient manner Enjoy promoting products and services confidently Gather and act on customer feedback effectively Prioritize quick, effective speed of service High standards, initiative, pro-activity and professionalism Flexible to perform different tasks and follow procedures correctly Full of drive and enthusiasm for your own development Must be able to stand for extended periods of time Must be able to lift, pull or push 25 lbs. Must be able write for extended periods of time Must be able to twist, bend or reach with no significant boundaries This position may be exposed to a smoke-filled environment
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