Surveillance Shift Manager (Internal Only)

Closing Date: December 10, 2025 at 4:00 PM

Salary: Depending on Experience (DOE)

This position manages the day-to-day activities of surveillance personnel and operations within the Surveillance monitor room. The Surveillance Shift Manager performs evaluative and administrative duties to monitor the shift operation that contributes to the satisfactory motivation and morale of assigned employees. This position contributes to a safe and secure work environment by protecting enterprise assets, facilities, employees, and guests performing the following duties personally or through subordinate staff, as well as demonstrating the GILA WAY.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Promotes and provides excellent guest service experiences to both internal and external guests.
• Implements and coordinates daily surveillance shift operation; develops employee work schedules to ensure proper coverage of assigned shifts; distributes workload to staff during assigned shift and ensures proper documentation of staff activities.
• Assigns surveillance personnel to specific tasks to provide adequate surveillance coverage and ensure safety and surveillance of the facilities, grounds, employees and guests.
• Ensures all system cameras and other equipment inside and outside the casino are in working order; follow-ups to ensure all surveillance equipment is maintained and functioning correctly.
• Properly documents and reports all incidents that occur inside/outside the casino on a timely basis; prepares written reports as required.
• Ensures all surveillance historical data footage are completed and placed in an “on-hold” status and maintains footage library including destroying historical tapes per guidelines.
• Performs duties of an agent as needed to assist in workload.
• Responsible for communicating all activities of an eight-hour shift through telephone, written, verbal, or in person to operations management personnel as requested.
• Provides on-the-job training for new and existing employees to ensure they are aware of all policies and procedures and appropriate means of performing their assigned duties.
• Ability and willingness to work rotating shifts (day, swing, grave) on an occasionally erratic schedule.
• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.
• Performs other special projects and duties as assigned.
  
  

Supervisory Responsibilities

• Supervises multiple numbers of surveillance personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  
  

EDUCATION And/or EXPERIENCE

• High School Diploma or equivalent required.
• Prior surveillance experience required, preferably within a casino/gaming environment.
• Management/supervisory experience preferred.
• Ability to perform the GILA WAY which is as follows:
• Greet our guest
• Interact positively with our guest
• Listen actively to our guest
• Appreciate our guest
• Must possess excellent guest service skills, strong telephone etiquette, a self-starter with the ability to follow-up and complete tasks in a timely manner with minimum supervision.
• Ability to establish and maintain effective working relationships as well as to gain the cooperation of guests and fellow team members.
• Strong interpersonal and communication skills, both written and oral.
• This position must have, or an ability to acquire within one year, an in-depth knowledge and thorough understanding of Enterprise Policies and Procedures, governmental regulations, and technical rules relevant to their responsibilities.