MANAGER - SPORTSBOOK

PROPERTY PROFILE:

Seminole Casino Coconut Creek offers over 2,300 slot machines. Our casino also features 80 live Table Games, including Craps, Roulette, Blackjack, and more. For guests seeking a smoke-free environment, our Smoke-Free Pavilion is conveniently and directly accessible from the exterior.  The Smoke-Free Pavilion offers almost 400 slots, a high-limit room with more than 50 premium machines, eight live Table Games, and its own Players Club, Cashier Cage, and bar. For a more elevated gaming experience, guests can visit our High Limit areas, featuring over 150 slots and a dozen live Table Games. Poker enthusiasts will appreciate Coco Poker, a private area with 30 tables offering live-action and tournament poker, catering to all skill levels. Coco Poker features tableside dining and a dedicated bar. The Sportsbook at Seminole Casino Coconut Creek brings legal sports betting just steps away from all your casino favorites. Whether you’re playing slots, Table Games, or dining out, you can easily place a bet at one of our kiosks or windows on a wide variety of sports. Seminole Casino Coconut Creek is not only South Florida’s hottest gaming destination, but also one of the best dining spots in the region. Our award-winning NYY Steak, voted as one of the top three casino restaurants in the USA by USA Today Readers’ Choice, is just one of our many dining options. We also feature Sorrisi, an Italian Restaurant, the New York-style 1st Street Deli, Nectar Lounge, Sunset Grill, and authentic Asian cuisine at The BŌL. Our outdoor concert venue, The Stage at Coco, presents a reimagined entertainment experience for up to 2,400 guests.

OUR COMMITMENT TO SERVICE:

Each visitor is our guest, just as you have a guest in your home. You take a certain level of pride when you have an invited guest in your home. You should take the same pride with every guest who visits one of our properties. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to every guest.

JOB SUMMARY:

The Sportsbook Manager is responsible for overseeing and managing the day-to-day operations of a dynamic and high-volume Sportsbook in Florida. This includes ensuring exceptional customer satisfaction, developing and coaching team members, and implementing strategies to enhance productivity and drive revenue growth. The role requires a commitment to delivering an industry-leading customer experience while maintaining operational excellence and regulatory compliance.

Responsibilities include, but are not limited to, the following:

Adhere to the Seminole Tribe’s Policies and Procedures. Support the creation and execution of an operational plan for the daily operation of a Retail Sportsbook in a casino environment.

• Foster and manage relationships with existing casino stakeholders and HRD to enhance operational success.
• Maintain vigilance and control over all regulated areas of the Retail Sports Betting business.
• Assist in executing strategies and opportunities from HRD to introduce Sportsbook products to the brand’s existing customer base.
• Leads the Sports Book operations and provides oversight and support to the Hard Rock Bets Team
• Monitor and supervise Sports Book team for adherence to company policies, procedures, Title 31 and minimum internal control standards, and applicable jurisdiction regulations and laws.
• Close out ticket writers at the end of their shifts, ensuring that all money and supporting documentation has been accounted for and secured appropriately.
• Verifying cash drawers, complete reports, rate casino customer activity, and monitor sports book for suspicious activity.
• Prepare and stock all the daily sports sheets.
• Ensure compliance with currency transaction requirements, Title 31, and money laundering and Suspicious Activity Reporting for Casinos (SAR) requirements.
• Explain wagering rules, including betting lines and odds, and procedures to guests as needed.
• Notify leadership team of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
• Approves and denies wagers from guests as permitted.
• Updates and maintains all customer sheets.
• Monitors all monies being wagered and updates the betting odds according to policy.
• Handles guest disputes quickly and effectively within the level of their authority.
• Assists with training, developing, measuring performance, disciplining, and/or scheduling employees.
• Promotes safety awareness to minimize work related injuries.
• Maintains knowledge of property information.
• Leverage analytics, in cooperation with HRD, to gain insights, make recommendations, and engage customers in new ways, adding value to the casino property.
• Develop and coach a team, including Sportsbook Supervisors and Sportsbook Agents.
• Engage with customers in-person, providing product education and fostering loyal relationships.
• Collaborate with the HRD Risk Management team to monitor Sportsbook risk and liability.
• Work closely with the Compliance Department to ensure all products and operations comply with regulations, including ICS, SOPs, AML, and Title 31.
• Handle customer disputes professionally.
• Perform other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities. 

• Responsible for staff development and training programs.
• Responsible for rewards and recognition programs to maximize employee engagement.
• Evaluates Team Members within department and delivers constructive feedback to employees in regard to performance.
• Determines recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Professional appearance and demeanor with an outgoing, friendly personality. Must demonstrate extraordinary guest service skills with effective listening skills. Must possess excellent oral and written communication skills with ability to independently maintain high levels of productivity. Must be able to communicate effectively with guests in English, specific to position duties and responsibilities. Ability to work flexible schedule including nights, weekends and holidays is required.

• Five or more years of experience in gaming or Sportsbook-related management roles.
• Flexibility to oversee 24/7 operations, with availability to work nights and weekends.
• Ability to work independently and within a team-oriented, collaborative environment.
• Demonstrated capability to adapt to shifting priorities, demands, and timelines through strong analytical and problem-solving skills.
• Ability to work effectively in fast-paced environments, adjusting to changes quickly.
• Hands-on approach with the ability to learn the category and support broader retail business operations, particularly within Retail Sportsbook.
• Strong communication and problem-solving skills, with the ability to clearly articulate ideas, frame problems, and offer solutions to both internal and external stakeholders.
• Understanding of sports wagering terminology and products, with experience managing customer expectations.
• Ability to make optimal decisions under pressure.
• Must be able to stand or walk for extended periods in a loud, smoking environment.
• Proven ability to make data-driven decisions to continuously optimize performance within established constraints.
• Results-focused, with a data-driven approach.
• Strong leadership, communication, and collaboration skills.
• Proactive and passionate about delivering exceptional service.
• Exceptional written and verbal communication skills.
• Strong attention to detail and a problem-solving mindset.

EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree preferred with a minimum of ten (10) years casino experience including five (5) years at department head level, or an equivalent combination of education and experience. Must be knowledgeable of all Table Games Seminole Gaming’s Compliance/Regulations. Experience in using desktop computers, MS Office applications, CMP, etc.

• Must be proficient in Microsoft applications (Excel, Word) and have knowledge of Casino Operations operating systems.
• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public.
• Must have extensive knowledge of all Casino Operations.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Excellent interpersonal, communication, team building and problem-solving skills required. Must have the ability to resolve stressful situations. Must be self-motivated and able to work under pressure, handle situations in a timely manner, and work independently. Must be able to communicate effectively in person, on the telephone, and in writing. Analytical skills and guest service orientation required. Ability to perform multiple tasks in an efficient manner.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position.

• Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise, and stress related to servicing guests in a high pressure and fast paced environment.
• Must be able to stand for an entire shift and be able to continuously maneuver throughout the Casino areas.
• Must be able to respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other office equipment.
• Must be able to lift 30 pounds and able to bend, reach and stoop on a limited basis.

WORK ENVIRONMENT:

Constant exposure to casino related environmental factors including, but not limited to crowds, secondhand smoke, and excessive noise. Intermittent time in office consisting of environmental factors typical in an indoor, climate-controlled office environment.

EMPLOYMENT PREFERENCE:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements.

DISCLAIMER
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).