Sportsbook Supervisor & Ticket Writer (Dual-Rate)

Caesars Entertainment; Baltimore (MD); On-site; USD 45,000 - 70,000; Full time

Job summary

Caesars Entertainment is seeking a sportsbook operations professional to support the Book Manager in maximizing profitability and controlling labor costs. You will mentor staff, deliver outstanding customer service, and ensure compliance with all Gaming Control Board rules.

You will handle tickets, cash handling, and resolve customer inquiries, while leading by example and maintaining a professional appearance. This role emphasizes teamwork and initiative in a fast-paced environment.

Qualifications

• Prior work experience in a sports book is highly preferred.
• Strong communication skills, both written and verbal.
• Self-starter with initiative and professional demeanor.
• Able to mentor and motivate staff; team oriented.

Responsibilities

• Assist Book Manager to maximize profitability and manage labor costs and inventory.
• Hold regular meetings with sportsbook leadership to develop initiatives.
• Mentor employees to improve ticket writing and customer service.
• Handle escalated customer inquiries and disputes with calm professionalism.
• Ensure compliance with company and Gaming Control Board rules.
• Process cash winning tickets and manage cash handling at shifts.

Skills

Leadership

Communication

Customer service

Team player

Patience

Numeracy

Initiative

Professional appearance

Job description

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

Minimum Position Requirements:

• 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

Essential Functions/Exposures:

• 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