Sportsbook Agent - Sportsbook

Hard Rock Hotel & Casino Bristol; Bristol (VA); On-site; USD 2,800 - 34,000; Full time

Job summary

Hard Rock Hotel & Casino Bristol is seeking a Sportsbook Agent to provide outstanding customer service while processing sports wagers and handling cash across all transactions. The role reports to the Sportsbook Supervisor and collaborates with various internal teams to ensure smooth operations in a fast-paced, high-energy environment.

The ideal candidate has 1+ years in gaming or sportsbook settings, strong customer service, and the ability to pass required background checks and licenses.

Qualifications

• 1+ years’ experience in Gaming and/or Sportsbook related roles preferred.
• Customer service experience required.
• Must obtain and maintain all licenses/certifications per Federal, State, and Virginia Lottery.
• Must be at least 21 years of age.
• Currently located in or willing to relocate to Bristol, VA area.

Responsibilities

• Professionally engage patrons to resolve disputes and answer questions while enhancing the customer experience.
• Maintains and balances a till for issuing and redeeming tickets and vouchers with proper cash handling procedures.
• Communicate and promote wagering options and promotions to patrons.
• Identify and defuse potential complaints, business risks, and VIP customers.
• Maintain a neat and well-stocked window for the next shift.
• Adhere to all jurisdiction rules and regulations.

Skills

Customer Service

Cash Handling

Communication

Problem Solving

Stamina / Endurance

Teamwork

Attention to detail

Under pressure

Sports betting knowledge

Education

Licenses/Certifications per Federal, State, and Virginia Lottery

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Position Description

Position Title:

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 escape 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