Summary Job Purpose:
To provide the most responsive, knowledgeable and courteous service by protecting not only the property but, also the safety of the guests and employees through observing, reporting and taking action through notifying and/or dispatching appropriate personnel.
Education:
Must be computer literate with Windows and AS400 experience. Must have knowledge of locations on GSR property (inside and outside of building).
Licenses / Certificates:
Ability to obtain/renew all government required licenses or certification (i.e.: Gaming Registration).Must be able to complete required four-week training for the post and pass written exam.
Basic Competencies and Abilities:
Ability to act independently while drawing conclusions from oral testimonies, written and computer generated materials.
Ability to operate personal computer to access & input information using Microsoft Word, Excel, Metasys, AS400, any other systems as required to assist guests and other personnel.
Ability to prioritize calls regarding Life Safety and the protection of the property.
Ability to be trained and certified in first aid/CPR/AED.
Ability to provide clear direction, instruction and guidance to guests/employees. Must be able to listen and respond to all inquiries in a positive and professional manner.
Ability to collect accurate information and solve customer/employee concerns promptly and efficiently. Maintain all documentation pertinent to Security operations. (i.e.: Dispatch Activity Log, alarm forms)
Ability to make decisions and take action based on experience and good judgement, and to deal with internal/external customers, some of whom will require patience, tact and diplomacy.
Ability to read, write, speak and understand the English language in order to complete reports, correspondence and communicate with guests, employees and supervisors.
Ability to remain alert throughout the duration of the shift and remain calm during emergency situations.
Ability to operate in a confined space (i.e. Central Dispatch Center). Ability to work in unfavorable conditions which can occasionally be hot or cold.
Ability to operate multi-line telephones to conduct GSR/ Life Safety business.
Ability to respond to multiple radio frequencies to conduct GSR business.
Ability to comprehend and follow written and/or verbal instructions from supervisors/ management/or proper personnel.
Must maintain attendance/tardiness in conformance with GSR standards.
Ability to maintain a neat, clean and well-groomed appearance.
Ability to work with interruptions.
Essential Job Functions:
Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide guest satisfaction. Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
Serve and promote a safe environment for hotel guests and employees.
Respond in a calm demeanor to any/all emergency situations that may arise, i.e., bomb threats, medicals, deaths, domestic disturbance, etc.
Monitor Surveillance cameras and computer systems on a continual basis, assisting guests/employees whenever needed and securing the hotel property against loss and/or damage.
At all times the dispatcher will handle him/herself in a calm, professional and courteous manner to guests, co-workers, employees and individuals while on the property.
Address any problem and/or incident on property to the supervisor during the tour of duty.
Be observant in all areas inside/outside of the hotel for safety concerns or suspicious circumstances by using cameras and while not in the Central Dispatch Center.
Use good judgment, reason and a calm demeanor when speaking to a disgruntled individual over the telephone and dispatch appropriate level of response.
In the event of an emergency, or similar situation, support Shift Supervisor in taking control and instructing fellow co-workers, employees and guests as to the best course of action to take.
Good communications skills and professionalism are required when dealing, and cooperating with outside agencies such as Police Officials, Fire Department, FBI, Secret Service and Governmental Officials.
Grasp, lift, move, carry and/or push materials, supplies, etc., weighing up to 50 lbs., on a regular basis, or up to 75 lbs frequently.
Bend, stoop, reach (above & below shoulder level), kneel, climb, squat, twist (at the neck & waist) and sit, walk, and/or stand (depending on posting requirements) between 6-8 hours, or for duration of shift. Simple/power grasping, as well as fine hand manipulation and repetitive use of the hands is required to complete the essential functions of the position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules that reflect the business needs of GSR.
Comply with GSR rules and regulations for the safe and efficient operation of GSR facilities.
Periodic Job Functions:
In addition to performance of essential functions, this position may be required to perform a combination of supportive functions to be determined by the supervisor and/or proper personnel based upon the particular needs of GSR.
Attend and participate in meetings in order to be informed of new rules, regulations and procedures and to discuss scheduling and/or other concerns of GSR and/or department.
Safety & Regulations:
Provide a safe environment for customers and employees. Report emergencies to proper authorities.
Report all suspicious persons or activities and hazardous conditions to supervisor, Director, or other safety personnel; whether witnessed on camera or reported to Dispatcher by personnel in the field.
Provide instruction and/or guidance for guest/employee safety in fire/emergency situations.
Abide by all GSR Policies, Procedures and guidelines.
Abide by all State, federal and corporate liquor regulations pertaining to alcoholic beverage service to minors and intoxicated guests.
Abide by all State and corporate regulations pertaining to the presence of minors in gaming areas.
Other duties as assigned within the scope of this job description