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 Title: Sportsbook Agent Business
Hard Rock International Date Approved:
August 2022 Department:
Sportsbook Position Number:
Location:
Hard Rock Hotel & Casino – Cincinnati, Ohio Licence Type:
Reports To:
Sportsbook Supervisor Authorized number of employees:
0
Financial Dimensions ($):
NA Direct Reports to this Role:
0 Total # of Reports:
0 Key Relationships: (internal & external)
Internal:
Guests, co-workers, management
External:
NA
Position Purpose:
Providing outstanding customer service while processing wagers for guests 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 escalate potential complaints, business risks, and potential VIP customers
• Maintains a neat and well-stocked window for the next shift
• Knows and abides by Ohio CCC regulations, internal controls and company policies and procedures 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 & Mottos
• 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 all while delivering Amplified Service
• 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
Sportsbook Supervisor Page 2 of 2
• 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 Gaming regulations.
• 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 Cincinnati, Ohio area