Surveillance Officer-Gilley's

Job Summary: 

Surveillance Officer is responsible for observing, documenting, and reporting on all activity on property to protect property assets as well as Guests and Team Members. The Surveillance Officer observes activities that occur in all gaming and non-gaming areas.

Essential Job Functions:

• Reports all incidents observed on shift to the Director of Surveillance and/or Surveillance Managers
• Always monitor all areas of the property, identifying potential criminal activity, suspicious activity, safety concerns, and other violations and report them to appropriate individual or entity
• When assigned to the CCTV monitoring room, actively “patrol” the facility using pan, tilt, and zoom cameras and record all pertinent activity on the digital recording system. Maintain events as they occur and complete incident reports as circumstances dictate
• Must be able to deal with high volume customer interactions and be consistently outgoing, upbeat and cheerful
• Builds guest relations throughout every shift by talking with customers and making them feel welcome, comfortable, and inviting them back
• Observes all activity within assigned area offering assistance to all guests
• Observes activity and reports anything that is out of the ordinary
• Capable of handling routine customer complaints and incidents and exhibits the appropriate discretion to identify situations that require the attention of management personnel; effort is given to resolve all situations in a manner that maintains positive guest relationships
• Ensures all guests are kept in play by providing friendly and helpful service at all interactions
• Utilizes open body language, politely speaks with and assists guests as needed
• Assists in maintaining a spotless facility by disposing of any cups, glasses or bottles left by guests
• Maintains paperwork accuracy and efficiency within department/property standards
• Adheres to regulatory, departmental, and company policies in an ethical manner and encourages others to do the same
• Empowered to resolve guest disputes quickly and efficiently up to a pre-determined amount.  Otherwise, ensuring a manager is notified immediately to resolve the situation.
• Other duties as assigned

Experience and Qualifications:

• Must be at least 18 years of age or older and have the ability to obtain and retain a KRGC Gaming License. 
• Have ability to work in a confined area.
• Previous Surveillance Experience preferred
• Gaming & DVR Equipment Knowledge Helpful
• Be able to multi-task, and have working knowledge of Microsoft Word and Excel programs
• Display professionalism; excellent verbal and written communication skills
• Professional appearance as outlined in the Gilley’s Team Member Handbook
• Must be able to work both independently and as a member of a team
• Available to work required schedule which may include nights, weekends, holidays, and overtime as needed

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Physically mobile with reasonable accommodations
• Must be able to respond to visual and audible cues
• Must be able to read, write, speak and understand English
• Must be able to bend, reach, kneel and grip items
• Must be able to lift items weighing up to 50 pounds
• Must be able to walk and stand for long periods of time (8-12 hours)
• Have a sense of urgency and keep up with fast paced business practices
• Operate in mentally and physically stressful situations
• Must be able to tolerate areas with secondary smoke, high noise levels, bright lights, and dust

Responsibilities and job functions listed herein are not exhaustive and may be supplemented and/or revised by Gilley’s at any time in its sole discretion.