Sports Book Manager

Hollywood Casino at The Meadows; Washington (Washington County); On-site; USD 55,000 - 85,000; Full time

Job summary

Join Hollywood Casino at The Meadows as a Sports Book Manager, responsible for supervising a dynamic team and ensuring exceptional customer service. You will handle operational goals, staffing objectives, and budget compliance while enjoying a vibrant work environment that supports your career growth. If you thrive in fast-paced settings and have a passion for customer service, we want to hear from you.

Benefits

Medical coverage starting on day one

401(k) matching

Annual performance bonus

Paid time off

Qualifications

• Bachelor's Degree or equivalent experience required.
• Proficiency in computer knowledge including Microsoft Office applications.
• Excellent verbal and written communication skills.

Responsibilities

• Supervising and managing team members in the Sports Book.
• Developing and implementing operational goals.
• Ensuring compliance with regulatory requirements.

Skills

Customer Service

Communication

Problem Solving

Team Management

Operational Goals

Education

Bachelor's Degree (B.A/B.S.) or equivalent

Four to eight years customer service related experience

Tools

Microsoft Office

Databases

Job description

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WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

WE LOVE OUR WORK.

• Responsible for supervising and managing team members in the Sports Book
• Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
• Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Ensures customer service standards are followed by all team members and addresses issues as they arise.
• Responds to guest inquiries while monitoring and applying service recovery within authorized levels.
• Effectively respond to a supervisor’s requests in all areas of guest interaction and guest concerns.
• Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Ensures team members have the tools needed to do their jobs to maximize efficiently.
• Work with Database Manager to update guest information in the player tracking system
• Create, develop and execute casino promotions and special events by working with the Casino Marketing Department.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Ensures all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
• Maintains strict confidentiality in all departmental and company matters.
  
  

BRING US YOUR BEST.

• Bachelor’s Degree (B.A/B.S.) or equivalent; or four to eight years customer service related experience and/or training; or equivalent combination of education and experience.
• Must have be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
• Must have excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of all office machines and tools.
  
  

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET and theScore Bet Sportsbook and Casino.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment. Follow us.

Equal Opportunity Employer

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Gambling Facilities and Casinos

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