Retail Sportsbook Lead - Customer Experience & Ops

Caesars Sportsbook & Casino; Laughlin (NV); On-site; USD 45,000 - 75,000; Full time

Job summary

Caesars Digital is seeking a driven retail professional to act as the face of our sports book. You will supervise staff, ensure excellent customer service, and mentor team members while upholding gaming regulations and company standards.

Reporting to district leadership, you will balance profitability with guest experience, lead staff training, and drive initiatives to improve daily operations in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Staff leadership

Customer service

Communication

Training

Staff scheduling

Problem solving

Tools

POS system

Job description

Caesars Digital is seeking a driven retail professional to act as the face of our sports book. You will supervise staff, ensure excellent customer service, and mentor team members while upholding gaming regulations and company standards.

Reporting to district leadership, you will balance profitability with guest experience, lead staff training, and drive initiatives to improve daily operations in a fast-paced environment.