What are the responsibilities and job description for the Surveillance Supervisor position at Cliff Castle Casino Hotel?
Description
POSITION SUMMARY: Directly supervises Surveillance Observers and Surveillance Technicians.
Essential Duties
QUALIFICATIONS (Indicate if Qualification is Required or Preferred):
Opportunities for Internships, Apprenticeships, and Coordinated Work Study programs may be available in lieu of formal education and work experience requirements for this position for enrolled members of the Yavapai-Apache Nation.
POSITION SUMMARY: Directly supervises Surveillance Observers and Surveillance Technicians.
Essential Duties
- Schedules surveillance staff to ensure appropriate staff coverage is maintained and directs assignments, duties, and projects as needed to meet department needs.
- Trains Surveillance Observers, monitors day-to-day activities of the team, addresses and/or retrains when performance deficiencies are observed.
- Performs audits of logs, forms, and reports to ensure Surveillance Observers comply with CCCH, Department, and governing agencies policies and procedures, including CCCH’s Emergency Action Plan.
- Ensure Observers are kept informed of shift-to-shift and day-to-day operational changes, pertinent issues, improvements, changes, and promotions.
- Perform department attendance and P.T.O. audits monthly or as directed.
- Conduct Surveillance Training and ensure all Surveillance Observers receive and participate in the required training. Coach and counsel for training or correction, as needed.
- Conduct video reviews as requested by authorized individuals.
- Maintain control of access to Surveillance Offices as per the approved Surveillance Access List.
- Maintain accountability of Surveillance Evidence.
- Fill-in for other Supervisor absences as directed by the Manager.
- Ensure all assignments are conducted in a timely manner and the results forwarded to the Manager.
- Keep the Surveillance Manager advised of incident and daily activities for each shift.
- Prepare and deliver Surveillance Observer performance evaluations, as directed.
- Maintain a high level of confidentiality in all Casino/Surveillance issues.
- Perform other duties, as assigned.
QUALIFICATIONS (Indicate if Qualification is Required or Preferred):
Opportunities for Internships, Apprenticeships, and Coordinated Work Study programs may be available in lieu of formal education and work experience requirements for this position for enrolled members of the Yavapai-Apache Nation.
- Required Education: HS DIPLOMA Preferred Education: 4YR DEGREE
- Work Experience:
- Two (2) years’ experience in general or casino surveillance, security, law enforcement, loss prevention, or other work experience requiring close observation of people required.
- Current employment as Surveillance Observer at CCCH (at least 1 year in role), required.
- 3 years of experience in a supervisory position, required.
- Additional education and/or related work experience may substitute for the minimum requirements of this position.
- Knowledge, Skills, and Abilities:
- Understanding of gaming protocols and game protections
- Understanding of gaming industry and associated regulations
- Strong communication skills (verbal/written) to provide information, prepare brief but detailed descriptions/timelines of activities
- Ability to maintain professional composure under stress and deescalate tense situations
- Ability to evaluate circumstances and render sound decisions under stressful or tight deadlines
- Ability to effectively organize assignments and projects and successfully operate in multitask environment to meet goals and timelines
- Experience working with a variety of hardware and software
- Possess complete auditory acuity and have full color spectrum visual capabilities
- Ability to read, comprehend, and utilize complex policies, procedures, and instruction manuals to successfully perform job assignments
- Professional Licenses & Certifications Requirements:
- Network Certification Required – related fields: surveillance, security, CCTV, etc.
- Must be 18 years old and be available for all shifts, including weekends and holidays.
- Must be eligible to work in the U.S. and pass a drug test and background check for an AZ Gaming License.
- Must adhere to all Cliff Castle Casino Hotel policies and procedures.
- Must be committed to providing exceptional guest service through a welcoming, friendly, and professional environment. Aim to exceed guest expectations with attentive, personalized service and prompt responses and resolution.