H6330 SPORTS BOOK TICKET WRITER

Our Ticket Writers deliver an outstanding service, which exceeds our customer’s expectations, and actively promote William Hill. They are experts in our innovative range of betting offers and they actively communicate these to our customers. They are aware of, contribute to sports book action plans, and take pride in knowing whom our customers are and how our processes work.

• Ability
  

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
  
• Understands where to get the information needed to complete tasks to standard.
  
• Can explain and demonstrate technical skills used to complete tasks to standard.
  
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
  
• Understands how to take ownership of problems and solve them when solutions may not be available.
  
• Can explain how to request help from others when needed to complete task or goal.
  
• Has complete knowledge and can tell others of IMGR&C products and services.
  
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
  

• Performance
  

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP�s and task lists.
  
• Responds to obstacles; finds new ways to reach desired end results.
  
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
  
• Responds to change by quickly applying talent and skills in a positive way to succeed.
  
• Supports achievement of Quality Goal; �Do it right the first time.â€
  
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
  
• Makes suggestions to improve performance.
  

• Behavior
  

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
  
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
  
• Chooses a positive approach in all situations.
  
• Respects individuality of others; continues to communicate in order to work together.
  
• Speaks positively about guests, other team members and our business in all situations on and off property.
  
• Treats other with respect in all situations.
  

• Service
  

• Serves others.
  
• Identifies and can communicate needs of guests and others.
  
• Takes quick action to serve others in a way that meets/exceeds their needs.
  
• Identifies ways to improve individual or team�s service to others.
  
• Provides service outside job responsibilities if needed to help resort succeed.
  
• Takes ownership of guest problem(s) until it is solved.
  

• Professionalism
  

• Meets IMGR&C Appearance standards.
  
• Professionally supports IMGR&C reputation and image in all situations, on and off property.
  

• Attendance
  

• Meets IMG&C policy for attendance.
  
• Informs supervisor of future absence as far in advance as possible.
  
• Required to work all Marketing Special Events and Concerts.
  

• Communication
  

• Provides information others need to succeed, in time for them to use it.
  
• Shares with next shift the information needed for them to succeed.
  
• Listens to others without interruption; acts on their feedback when possible.
  
• Asks questions to better understand expectations of others.
  
• Reports all guest complaints and compliments to Supervisor or Manager.
  
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
  

• Team Work
  

• Puts Success of team ahead of personal success.
  
• Helps other team members succeed without being asked.
  
• Takes action to resolve conflict between individuals.
  
• Helps other departments achieve success.
  
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
  
• Does whatever is necessary to help department and resort success.
  
• Contributes ideas that support progress and success at shift, team and departmental meetings.
  

• Essential Duties and Responsibilities include the following and are subject to change at management�s discretion:
  

• Writes tickets and processes cash winning tickets;
  
• Handles customer questions and disputes;
  
• Counts cash at the beginning and end of each shift;
  
• Ensure all customers, whether regular or infrequent, are made to feel welcome at all times;
  
• Carry out engaging conversations and provide friendly service to customers;
  
• Show patience with customers who do not wager regularly; take the time to explain how wagering works;
  
• Committed to working in a compliant environment in the Sportsbook at all times and adhere lo Gaming Control Board reporting requirements;
  
• Calls for MTL support when writing bets requiring MTL paperwork;
  
• Adhere to Uniform Policy and ensures good standard of personal presentation at all times;
  
• Anticipate and act on the needs of the customer, seek and respond to feedback;
  
• Ensure all issues effecting the customer experience in the sports book are reported promptly;
  
• Undertake additional tasks contributing to the operation of the sports book, as requested;
  

• Supervisory Responsibilities
  

• Education and/or Experience Requirements
  

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• Genuinely interested in working with and helping customers. Excellent communication skills. Prefer working as part of a Team and well presented, polite, tactful and friendly. Numerate, lively and quick thinking. Resolve complaints and difficult situations in a calm and patient manner. Enjoy promoting products and services confidently. Gather and act on customer feedback effectively. Prioritize quick, effective speed of service. High standards, initiative, pro-activity and professionalism. Flexible to perform different task and follow procedures correctly. Full of drive and enthusiasm for your own development. Must be 21 years of age or older.
  

• Physical Demands
  

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

• Work Environment
  

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.