Shift Manager - Sportsbook
Description
POSITION PURPOSE:
The primary responsibility of the Shift Manager - Sportsbook is to manage all daily retail sportsbook operations for the casino sportsbook including oversee Supervisor- Sportsbook and Ticket Writer – Sportsbook. You will work with sportsbook management for staffing, while working directly with sportsbook management and WCC management to establish and manage ongoing business operations. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.
POSITION RESPONSIBILITIES:
- Work with trade and risk teams to ensure WCC is providing sports bettors with right markets and pricing to be successful.
- Work closely with technical teams on technical installs and quality assurance testing of software and processes.
- Work closely with casino management and sportsbook management to ensure appropriate training and staffing of sportsbook personnel.
- Works directly with sportsbook management to assist with scheduling and shift coverage.
- Work with WCC Compliance to establish and manage ongoing Responsible Gaming and AML policies and procedures.
- Understand all business requirements for the sportsbook retail products to ensure a timely launch.
- Be the voice of the customer on the ground at Wind Creek to ensure that WCC is delivering a superior product and guest experience.
- Understand KPI performance, trends and opportunities to improve product and business operations.
- Understand the competitive landscape in the market to ensure that WCC is providing a superior experience.
- Manage staff and organize department functions in accordance with company guidelines.
- Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
- Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
- Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
- Work on actual project or service to help achieve the objectives of the department.
- Evaluate information to render an opinion or take action based on that information that will impact the department or function.
- Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
- Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
- Ensures that team members comply with the rules, regulations, and directives of the Pennsylvania Gaming Control Board and established Wind Creek internal controls and procedures.
- Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
- Interview and make recommendation of candidates for new hires.
- Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
- Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
- Maintains an open-door policy and addresses all team member issues and/or concerns in a timely manner.
- Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
- Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
- Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
- Performs other duties and responsibilities as assigned.
- Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.
Specific Position Requirements:
- Bachelor’s Degree in Related Field AND two (2) years Supervisory experience– required;
- OR Four (3) years’ experience in a Management level position– required;
- OR Three (2) years’ experience in a Supervisory position with Wind Creek Hospitality– required.
- Have 3-5 years working in front of house sportsbook operations.
- Have at least 2-5 years managing front line employees.
- Have a keen sports interest and knowledge.
- Have strong understanding of sports betting products and operations.
- Be an accomplished written and verbal communicator for various audiences.
- Be able to work under pressure and to tight deadlines.
- Excellent customer service attitude and skills.
- Physical ability to access all areas of the property.
- Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
- Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
- Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
- Ability to work with others, communicate well, receive direction; review your own work.
- Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
- Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
- Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
- Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.