General Manager - Sportsbook

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Position Summary:

This position is responsible for managing all daily retail operations in the Sportsbook in conjunction with property management on staffing, while working directly with Mohegan Sun’s Sportsbook partner to manage ongoing business operations. The Sportsbook General Manager will be responsible for leading the Sportsbook team in order to ensure high levels of customer service are provided, business goals are achieved as well as exceed targets.

Primary Duties and Responsibilities: includes but not limited to:

• Manages and leads a diligent and professional staff for the Sportsbook
• Directs, plans and oversees the operations of the outlet including guest and employee satisfaction, marketing, financial performance, sales and revenue generation
• Reviews financial reports in detail and identify key business and operational findings
• Maintains confidentiality of guest information and pertinent departmental data
• Maintains positive guest relations at all times by resolving guest complaints to ensure guest satisfaction
• Manages change and initiatives introduction within the area
• Collaborates with senior commercial teams on marketing efforts
• Delegates key operational issues to team members with corresponding initiatives and actions
• Leads Sportsbook team members to facilitate guest education and engagement
• Safeguards that our license is protected to the best of your ability by responding immediately to any licensing concerns
• Works closely with Mohegan Sun’s and Sportsbook partner’s HR and Operations to ensure appropriate training and staffing of Sportsbook personnel
• Addresses employee relations in a timely fashion and necessary actions are taken to adhere to company policies and procedures
• Maintains accuracy of promotional offers, digital content management, and event calendar to ensure operational structure
• Supports the senior commercial team in managing on-site events, initiatives and promotions
• Remains highly visible and interfaces with guests on a regular basis to obtain feedback on quality, service levels and overall satisfaction

Secondary Duties and Responsibilities:

• Evaluates monthly performance, present key findings to partners and Senior Leadership, and make recommendations for operational improvement.
• Builds rapport, commitment and loyalty with customers and associates
• Investigates and responds to all specific customer complaints
• Responsible for discipline in accordance to company policies and procedures
• Performs other related duties as assigned

Minimum Education and Qualifications:

• Bachelor’s degree in Finance or Business-related area with four years of managerial experience in a Sportsbook operation or another heavily regulated gaming entity
• Associates’ degree in Finance of Business-related area with six years of managerial experience in a Sportsbook operation or another heavily regulated gaming entity
• Experience in sports or online gaming highly desired
• Ability to work independently in a fast-paced environment to drive both strategy and execution
• Strong collaboration and project management skills
• Excellent organizational and multi-tasking skills
• Excellent problem-solving skills
• Excellent written and verbal communication skills
• Proficient in Word, Excel and Outlook
• In lieu of a Degree and previously mentioned experience, eight years of managerial experience in a Sportsbook operation or another heavily regulated gaming entity

Competencies:  Incumbent will master the following competencies while in this position:

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment

Training Requirements:

• Must complete all appropriate Human Resources Manager Training courses
• Understanding of Mohegan Sun Time & Attendance system and Manager Self Service systems

Physical Demands and Work Environment:

• Must be able to work in a casino environment with potential exposure to second-hand smoke
• Must be able to stan