Lead Surveillance Operator - Surveillance

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Overview

Job Description:

The Surveillance Lead Operator reports directly to the Surveillance Shift Manager and serves as a key member of the Surveillance Leadership Team, functioning as a working lead who assumes all responsibilities of the Surveillance Shift Manager during their absence, including days off, paid time off (PTO), and special assignments. The Surveillance Lead Operator is responsible for monitoring casino operations, mentoring Surveillance Operators, assisting in complex investigations, and ensuring compliance with all regulatory requirements.

Responsibilities

• Perform all duties of a Surveillance Operator, including monitoring casino activity through the Surveillance system, documenting incidents, conducting reviews, and generating reports.
• Remain knowledgeable of all table games, slot machines, cash handling procedures, Title 31/AML compliance, and gaming regulations.
• Maintain confidentiality and discretion at all times.
• Act as the Shift Manager when assigned, assuming full responsibility for shift operations including team oversight, incident management, and interdepartmental communication.
• Provide daily guidance, support, and direction to Surveillance Operators, ensuring accurate documentation, efficient monitoring practices, and consistent application of procedures.
• Coordinate with other departments such as Security, Table Games, Cage, Slots, and Compliance to resolve incidents and support investigations.
• Assist with scheduling, task delegation, and workflow prioritization on assigned shifts.
• Serve as a point of contact for questions or issues that arise during the shift and escalate matters to management as necessary.
• Ensure that all team members adhere to internal controls, gaming regulations, and company policies.
• Conduct and assist with ongoing training of Surveillance Operators to support their development and maintain high performance standards.
• Provide real-time coaching and feedback to team members to promote efficiency and professionalism.
• Review surveillance footage and reports completed by Operators for quality and accuracy.
• Support departmental goals and initiatives and serve as a positive role model for the Surveillance Team.
• Meet and liaison with an assigned Department to improve communication and develop intradepartmental relationships.
• Respond to emergency situations and coordinate with other departments as needed.
• Performs all other related and compatible duties as assigned.
  
  

Qualifications

• High school diploma or equivalent required.
• Previous surveillance, security, or law enforcement experience preferred.
• Knowledge of casino operations, gaming procedures, and internal controls is highly desirable.
• Ability to multitask and remain focused in a fast-paced environment.
• Strong written and verbal communication skills.
• Excellent attention to detail and observation skills.
• Ability to work independently or as part of a team.
• Must pass Quarterly Testing on Table Games and Internal Controls
• Must be able to obtain and maintain a valid gaming license from the appropriate gaming regulatory agency.
• Must be able to use a computer and operate efficiently
• Must be able to get along with co-workers and work in a team environment
• Must be able to sit for extended periods of time.
• Must be able to view multiple monitors and screens for long durations.
• Must have the ability to hear and speak clearly via phone and radio transmissions.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
• Must be able to work in a dimly lit room for long periods.
• Must be able to work a flexible schedule, including nights, weekends, holidays, and overtime when required.