Responsible for the management and efficient operations of the Sports Book department. Ensures compliance with all company and departmental policies and procedures including Lottery regulations. Responsible for the development and training of staff. Assists in developing and meeting departmental budget. Contributes to the selection, training, development, and appraisal of staff. Provides leadership to others through example and sharing of knowledge and skill. Organizes and delegates assignments as assigned. Role model interacting positively through relationships with customers and co-workers. Investigate and resolve customer complaints and issues. HOW YOU WILL CREATE THE EXTRAORDINARY Responsible for the management and efficient operations of the Sports Book department. Ensures compliance with all company and departmental policies and procedures including and Lottery regulations. Responsible for the development and training of staff. Assists in developing and meeting departmental budget. Contributes to the selection, training, development and appraisal of staff. Provides leadership to others through example and sharing of knowledge and skill. Organizes and delegates assignments as assigned. Role models of Service Standards interacting positively through relationships with customers and co-workers. By providing a high level of customer service, to both regulars and “novice bettors”, you will ensure everyone is made to feel welcome. As an expert in our menu of sports betting options, you will help to advise and answer customer questions to help them make an informed, responsible decision with their sports wagering. Manage the operational cost of the sportsbook, with a focus on labor costs and inventory management/control. 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. Investigate and resolve customer complaints and issues.