Sportsbook Operations Lead — Shift Manager

River City Casino & Hotel; St. Louis (MO); On-site; USD 45,000 - 55,000; Full time

Job summary

PENN Entertainment in Missouri seeks a Retail Sportsbook Supervisor to lead the sportsbook team, drive service standards, and manage staffing and schedules. You will help ensure guest satisfaction, monitor budgets, and coordinate with Marketing and other departments to support promotions.

The role requires 21+ with a bachelor’s degree or equivalent experience; sportsbook knowledge is preferred. Starting salary is $50,000 annually, with benefits and holiday scheduling flexibility.

Qualifications

• Bachelor’s Degree (B.A/B.S.) or four to eight years customer service-related experience and/or training; or equivalent combination of education and experience.
• Prior work experience in a sportsbook preferred.
• Proficient in Microsoft Office applications, email, and databases/spreadsheets/word processing software.
• 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 present information to groups of managers, clients, customers, and the public.
• Ability to perform basic math with rates, ratios, and percentages.
• Ability to interact with guests, staff and colleagues diplomatically.
• Knowledge of all office machines and tools.

Responsibilities

• Supervise and manage team members in the Sportsbook.
• Develop and manage operational goals; monitor performance and profit objectives.
• Create effective schedules while controlling labor costs and meeting guest satisfaction.
• Assist in budgeting and report budget concerns to management.
• Promote outstanding customer service per company standards and programs.
• Ensure staff follow customer service standards and address issues promptly.
• Achieve department customer service goals and respond to inquiries.
• Support staff in guest interaction and service recovery within approved levels.
• Foster a positive environment to encourage guest return visits.
• Ensure operation supplies inventory is maintained and tools are available.

Skills

Customer service

Communication

Team collaboration

Problem solving

Guest relations

Education

Bachelor's degree

Tools

Microsoft Office

Database

Spreadsheets

Word processing

Job description

PENN Entertainment in Missouri seeks a Retail Sportsbook Supervisor to lead the sportsbook team, drive service standards, and manage staffing and schedules. You will help ensure guest satisfaction, monitor budgets, and coordinate with Marketing and other departments to support promotions.

The role requires 21+ with a bachelor’s degree or equivalent experience; sportsbook knowledge is preferred. Starting salary is $50,000 annually, with benefits and holiday scheduling flexibility.