Shift Manager, 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

Job Description

POSITION SUMMARY:

The incumbent is responsible for managing surveillance activities to ensure the safety and security of gaming and entertainment guests and team members, as well as the safeguarding of all Hard Rock Casino Cincinnati property; ensures that all potential security violations are investigated and corrective actions are taken within the state and federal gaming laws, policies and procedures and all statutory, regulatory and company requirements.

Essential Functions

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Casino Cincinnati their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service in support of Hard Rock’s Amplified Service.
• Responsible for training, and motivating, evaluating, and supervising staff on assigned shift to ensure team members receive adequate guidance and resources to accomplish established objectives.
• Understands department objectives, standards, guidelines, and budget to achieve effective supervision of department.
• Establishes and maintains training and development procedures to ensure extraordinary guest service standards are achieved.
• Ensures that all company and departmental procedures are followed; assists various local, state and federal authorities in various activities and investigations to ensure that procedures and laws are observed.
• Maintains current information on local criminal activity, etc., to ensure the protection of company assets, guests and team members; develops and maintains communications with law enforcement agencies and security personnel of other gaming properties.
• Resolves guest complaints and ensures that the highest level of guest service is rendered at all times.
• Provides support to departmental management in the event of sensitive and/or dangerous situations involving terminations, thefts, team member or guest issues, etc.
  
  

ESSENTIAL FUNCTIONS – Continued

• Provides support to other departments to ensure that proper procedures for VLTs, Cashiers, drops, etc., are implemented and maintained.
• Maintains a high level of awareness as to criminal and civil laws as it pertains to Hard Rock; may conduct investigations where required.
• Prepare complete and accurate reports to ensure that management is kept abreast of security related incidents.
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• Must have an outgoing personality and enjoy dealing with people and possess the ability to have fun while working.
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• Attend and participate in meetings, completing follow-up as assigned.
• Perform work regularly and predictably.
• Other duties as assigned.
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Non-essential Job Funtions

• Attend seminars when needed.
  
  

Education And /Or Experience Requirements

(Related education and experience may be interchangeable on a year for year basis)

• One year certificate from college or technical school; or one to three years related experience and /or training; or equivalent combination of education and experience.
• Casino systems and MS applications including Word and Excel.
  
  

This knowledge and these abilities are typically acquired through the completion of a high school education, or equivalent, as well as two years progressive experience in surveillance operations. Supervisory experience preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be eighteen (18) years of age.
• 20/20 corrected vision.
  
  

Knowledge Of

• Basic knowledge of county and state ordinances.
• Electronic, video, and alarm functions.
• Investigative procedures.
• Extreme confidentiality.
• Ohio laws pertaining to citizens’ powers of arrest procedures.
• Must be able to obtain and maintain all appropriate licenses / certifications per Federal, State, and Gaming regulations.
  
  

Ability To

• Function in the capacity of a Surveillance Officer as a working supervisor
• Ensures all Surveillance equipment is functioning properly throughout their respective shifts.
• Prepares productivity reports, observation reports, malfunction reports and investigation summaries.
• Draft, review and submit surveillance shift reports as appropriate.
• Motivate and lead operators in their job function for departmental growth while introducing special projects to enhance operator quality.
• Assist in training and development of Surveillance team members..