The posting
Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice.
We are currently seeking a talented individual to become a Racing Engagement Specialist. An individual could be successful if they possess the following.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Racing Engagement Specialist serves as a front-line ambassador for Oaklawn’s racing and wagering experience. This highly visible, guest-facing position is responsible for creating a welcoming and engaging environment, introducing new and existing guests to pari-mutuel wagering, assisting guests with mobile wagering technology and account-related questions, and promoting participation in Oaklawn racing. The Racing Engagement Specialist helps make horse racing and wagering approachable and enjoyable for guests of all levels of experience. The ideal candidate is personable, enthusiastic, comfortable engaging with guests, knowledgeable about or eager to learn horse racing and wagering, and passionate about delivering an exceptional guest experience.
- Warmly greet guests and create a welcoming, positive first impression of the Oaklawn racing experience.
- Proactively engage guests throughout racing and wagering areas to help and identify opportunities to enhance their experience.
- Educate new and existing guests on pari-mutuel wagering, including basic wagering terminology, bet types, ticket structure, odds, and payouts.
- Explain wagering concepts in a clear, simple, and approachable manner to help new players become comfortable participating in horse racing.
- Assist guests with downloading, registering for, and navigating approved mobile wagering applications.
- Assist guests with mobile wagering deposits and provide information regarding available funding options and account functionality.
- Demonstrate how guests can use mobile wagering technology to view races, racing information, wagering options, and account activity.
- Answer questions regarding live racing schedules, simulcast racing, promotions, wagering opportunities, special events, and other Racing offerings.
- Provide directions and general property information to help guests easily navigate Oaklawn.
- Promote Racing events, contests, special promotions, wagering opportunities, and applicable loyalty programs.
- Encourage guest participation and help introduce new guests to the excitement and entertainment of horse racing.
- Build relationships and rapport with both new and experienced Racing guests.
- Identify guest needs and provide appropriate solutions in a professional, friendly, and efficient manner.
- Maintain current knowledge of horse racing, wagering products, Racing promotions, major racing events, and Oaklawn offerings.
- Recognize opportunities to further engage guests based on their interests and level of wagering experience.
- Escalate technical, account-related, wagering, or guest service concerns to the appropriate department when additional assistance is required.
- Partner with Mutuels, Racing, Marketing, Player Services, and other departments as necessary to provide a seamless guest experience.
- Maintain a clean, organized, professional, and welcoming presence throughout assigned guest areas.
- Follow all applicable Oaklawn policies, Racing regulations, wagering procedures, and responsible gaming requirements.
- Perform other duties as assigned.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
- High school diploma or equivalent required.
- Previous customer service, hospitality, gaming, racing, sportsbook, sales, or guest-facing experience preferred.
- Knowledge of horse racing and pari-mutuel wagering preferred; willingness and ability to develop strong wagering knowledge required.
- Excellent verbal communication and interpersonal skills.
- Ability to explain wagering concepts and technology in a simple, patient, and approachable manner.
- Comfortable using mobile applications, tablets, smartphones, and other basic technology platforms.
- Strong guest service and problem-solving skills.
- Ability to interact effectively with guests ranging from first-time race attendees to experienced horseplayers.
- Strong attention to detail and ability to appropriately handle guest and account-related information.
- Ability to work independently while functioning effectively as part of a team.
- Ability to work a flexible schedule based on Racing operations, including days, evenings, weekends, holidays, and live Racing days.
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WHAT SUCCESS LOOKS LIKE
A successful Racing Engagement Specialist makes horse racing and wagering feel welcoming, understandable, and exciting. The Specialist proactively engages guests, helps first-time players confidently place a wager, assists guests in utilizing mobile wagering solutions, promotes Oaklawn’s Racing offerings, and provides knowledgeable and enthusiastic service.
Success is reflected in increased guest engagement with Racing, greater comfort and understanding among new players adoption and effective use of mobile wagering options, participation in Racing promotions and events, and exceptional guest experiences that encourage guests to return to Oaklawn.
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to obtain and maintain an Arkansas Racing License.
OAKLAWN IS AN EQUAL OPPORTUNITY EMPLOYER.
It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.
