William J Rettig IV
Caesars Sportsbook
Gloucester,NJ
2
Languages
1
Certification
24
years of professional experience
Dedicated and experienced Sportsbook Supervisor with a proven track record of success in sports betting operations. 20+ years of Casino experience seeking to leverage comprehensive knowledge of sports betting markets, excellent leadership skills, and customer service expertise to contribute to the success of a dynamic sportsbook operation.
Work History
Sportsbook Supervisor
11 Months- Oversee daily operations of the sportsbook, including supervising a team of betting clerks and ensuring compliance with gaming regulations.
- Manage customer service issues and resolve disputes in a timely and professional manner, maintaining a high level of customer satisfaction.
- Develop and execute marketing strategies to attract new customers and retain existing ones through targeted promotions and special events.
- Train new staff on betting procedures, customer service standards, and responsible gaming practices to ensure compliance and enhance customer interactions.
- Maintain detailed records of all AML/MTL procedures, customer interactions, and decision-making processes. This documentation is crucial for demonstrating compliance during audits or regulatory inspections.
- Research industry trends and recommend innovative ideas to enhance sportsbook experience, aligning offerings with customer preferences.
- Stay informed about industry trends and developments, and recommend innovative ideas to enhance the sportsbook experience for customers.
Sportsbook Writer
1 Year 11 Months- Facilitated customer betting experiences by processing ticket requests and processing cash winning tickets
- Resolved customer questions and disputes to ensure a positive experience
- Performed cash counting to verify daily financial transactions and maintain accuracy at the beginning and end of each shift
- Ensured all customers, whether regular or infrequent, are made to feel welcome at all times
- Carried out engaging conversations and provided friendly service to customers
- Demonstrated patience with occasional customers by explaining wagering processes clearly
- Committed to working in a compliant environment in the Sportsbook at all times and adhering to Gaming Control Board reporting requirements
Table Games Dealer
9 Years- Customized services and products to meet client needs, enhancing customer satisfaction.
- Exchanged legal currency for gambling chips and coin money.
- Monitored customers for violations of gaming regulations or casino policies.
- Explained game and casino rules to guests.
- Delivered exceptional customer service by greeting clients, addressing concerns, and swiftly resolving issues.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
- Monitored customer behavior for compliance with gaming regulations and casino policies.
- Tallied up all cash transactions and submitted reports to management.
- Reported safety or customer service related issues to supervisor or manager.
- Maintained casino bank of up to $400,000
Player Services Manager
10 Months- Effectively manages day-to-day operations of player services department including direct responsibility for casino host program and VIP events.
- Assists in development and execution of the player development budget.
- Provision of excellent customer service to all levels of casino patrons, within company complimentary guidelines.
- Documented and organized player profiles for 1,700 slot players based on their yearly coin-in activity, highlighting diverse spending levels.
- Responsible for meeting all theoretical and actual casino win goals relating to high-end guests.
- Reported to Player Services Director and ensured timely communication of all issues, concerns, incidents and/or suggestions for improvement as it relates to delivery of Guest Service.
- Comped patrons based upon play - including accompanying patrons to off-site special events.
- Met all theoretical and actual casino win goals relating to high-end guests.
Casino Host
10 Months- To identify high-end players and provide the highest levels of customer service to all guests of the casino.
- Responsible for processing credit applications as well as the issuance of comps for all casino patrons.
- Enhanced overall guest satisfaction by providing attentive service and personalized attention.
- Responsible for retention of existing guests.
- Managed discretionary complimentary based on player account value and/or potential.
- Meets and greets players on the casino floor, at special events and promotions.
- Responsible for the retention of existing guests.
Lead Supervisor
2 Months- Managed F&B operations on game day at Lincoln Financial Field, ensuring seamless service for thousands of attendees.
- Supervise +50 bar and club level employees.
- Oversaw staffing and operations for more than 50 bar and club level employees.
- Directed overall performance, customer service standards for all club level employees, and handled pre-game and post-game inventory for club level.
VIP Club Manager
10 Months- Co-directed F&B operations for private club catering to high-end clientele.
- Participated in preparation and implementation of strategic goals program to enhance club offerings.
- Attracted 10%-15% additional guests from other resorts due to high standard of product offered.
- Delivered exceptional service during visits by CEO Audrey Oswell and celebrity guests, reinforcing club’s reputation.
- Key participant in preparation and implementation of goals program.
Marketing Services Shift Supervisor/Dual Rate
2 Years 10 Months- Accepted inbound calls generated by a variety of direct marketing efforts in order to "close sale." Researched player profiles to ascertain player preference in room accommodations, food and beverage service requirements, and choice of entertainment and mode of transportation used.
- Makes outbound calls to targeted/assigned customers for a variety of direct marketing programs, assists in market research data collection and completes sale.
- Achieved pre-determined target market goals to support the profitability of programs.
Education
High School Diploma
No Degree - Business Administration and Management
No Degree - Sports Betting 101
No Degree - Simple Charisma - The Science of Communication
No Degree - Sports Leadership And Management
Skills
Knowledge of betting operations
Sportsbook operations
Gaming regulations knowledge
Data-driven analysis
Attention to detail
Thrives in fast-paced environments
Leadership and management
Communication skills
Certification
- Certificate: Management Skills: New Manager Training 12/2020
- Udemy - Online
Languages
Spanish
Limited Working
English
Full Professional
Interests
Gym Workouts
Music
Growing herbs
vegetables
or fruits in home gardens.
Participating in various activities
including Golf
Travel
and crabbing.
Timeline
Sportsbook Supervisor
Caesars Sportsbook
03.2024 - 02.2025Read More
Sportsbook Writer
Caesars Sportsbook
03.2022 - 02.2024Read More
Table Games Dealer
Sugar House Casino
08.2010 - 08.2019Read More
Player Services Manager
Dover Downs Hotel & Casino
01.2007 - 11.2007Read More
Casino Host
Dover Downs Hotel & Casino
03.2006 - 01.2007Read More
Lead Supervisor
Aramark
09.2005 - 11.2005Read More
VIP Club Manager
Resorts Casino
12.2003 - 10.2004Read More
Marketing Services Shift Supervisor/Dual Rate
Caesars Casino
01.2001 - 11.2003Read More
Udemy
No Degree from Sports Leadership And Management
Read More
Udemy
No Degree from Simple Charisma - The Science of Communication
Read More
Udemy
No Degree from Sports Betting 101
Read More
Methodist College
No Degree from Business Administration and Management
Read More
Casino Gaming Institute
High School Diploma
Read More