Surveillance Agent

Essential Job Functions:

• Must portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of always providing exceptional service.
• Conducts investigations into all casino related accounting activities including gaming machines, all cashiering operations, count room and fill bank.
• Coordinates investigations with appropriate casino personnel.
• Ensures effective communication between all areas of the building and casino as it relates to the guest experience.
• Provides coaching counseling and recommendations for recognition to encourage excellent performance in all areas.  Promotes excellent guest service.
• Investigates complaints of employees and makes recommendations to the lead surveillance operators and the director of surveillance.
• Provides observational security in the casino and related public and support areas pursuant to departmental operating procedures.
• Conducts employee background investigations and internal employee investigations.
• Prepares follow-up to criminal reports when necessary.
• Prepares Surveillance Reports as required.

• Understand and comply with established appearance standards.
• Understand and comply with the attendance policy of the casino.
• Understand and comply with the Eye-Hi-Goodbye program.

• Provides excellent customer service and employee relations.
• Must be knowledgeable and ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.
• Performs other related duties as may be assigned by reporting senior.

• Regular attendance is required.

Core Competencies & Equipment Knowledge:

• Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
• Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team members; listen well.
• Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
• Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
• Flexibility: Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.  
• Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
• Respect: Able to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
• Team Centered- Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.

Equipment Knowledge-Able to operate various types of office equipment including, but not limited to; personal computers, printers, 10 key adding machines, copy machines, FAX machines, telephone, typewriter, and other departmental related systems.      

Qualifications:

• High school diploma or GED preferred.  Technical school or formal apprenticeship may be required.
• Must have an In-depth knowledge of federal/state laws and local ordinances or regulations pertaining to security surveillance, life/safety requirements, and applicable elements of employment law.
• Experience with and knowledge of applicable federal, state, and/or regulatory agency reporting requirements regarding security and gaming surveillance.
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Requires the knowledge, skills, and abilities to work with personal computers, AV systems, player tracking card systems, gaming devices, safety equipment, etc.
• Requires a knowledge of all casino games as well as a comprehensive knowledge of security and casino related department procedures and regulations.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.