Security Ambassador (Multi-Tier)

Please apply on Ute Mountain Casino Hotel career site: 71-400 Security Ambassador I

Summary/Objective

Security Ambassadors play a crucial role in maintaining the safety, integrity, and hospitality of Ute Mountain Casino Hotel. They ensure a secure environment for guests, employees, and property by enforcing policies, responding to incidents, conducting patrols, and providing excellent customer service. Ambassadors are expected to remain visible but innocuous, act with patience and understanding, practice de-escalation techniques, and respond to emergencies with professionalism and care.

The job description reflects a tiered role structure with three distinct levels (Security Ambassador I, Security Ambassador II, and Security Ambassador III). Each level builds upon skills, responsibilities, and expectations of the prior. Advancement s based on demonstrated proficiency, experience, and organizational need.

Key Accountabilities

Security Ambassador Expectations (Applies to All Tiers)

• Maintain a visible, professional, and approachable presence to ensure safety and hospitality.
• Practice calm and respectful de-escalation techniques in all interactions.
• Enforce all casino, tribal, and regulatory policies fairly and consistently.
• Remain observant and responsive; report all safety or policy concerns.
• Respond quickly to emergencies, including medical incidents and evacuations.
• Maintain confidentiality and accurate documentation of incidents.
• Support a culture of service and protection by balancing enforcement with guest care.
  
  

Security Ambassador I: (Entry-Level)

• Conduct routine patrols of interior and exterior property areas.
• Monitor guest and employee behavior for safety and compliance concerns.
• Provide clear, courteous directions and support to guests and team members.
• Report suspicious activity or policy violations to supervisors promptly.
• Assist with door checks, age verification, and guest escort requests.
• Respond to medical calls and provide basic first aid until EMS arrives.
• Note observations, complete assigned logs and incident reports.
  
  

Security Ambassador II: (In addition to all Ambassador I duties)

• Conduct minor investigations and gather witness statements for review.
• Take initiative in incident response and begin leading scene management.
• Serve as a mentor to Security Ambassador I team members; model professionalism.
• Perform accurate report writing and initiate preliminary documentation.
• Demonstrate proficiency in UMCH protocols and Title 31 awareness.
  
  

Security Ambassador III: (In addition to all Ambassador I and II duties)

• Lead response to significant incidents in the absence of a supervisor.
• Alongside supervisory staff, or as directed, train and guide new ambassadors in patrol routes, protocols, and guest service standards.
• Coordinate with outside agencies (e.g., tribal law enforcement, fire, EMS) when appropriate or as directed.
• Review, finalize, and submit incident reports when delegated.
• Proactively identify security vulnerabilities and recommend solutions.
• As required, lead medical calls until relieved by higher medical authority or EMS.
  
  

Qualifications

General: (All Levels)

• Must be 21 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support License (background checks may be required).
• Must possess a valid driver’s license and be insurable under company policy.
• Must demonstrate professionalism, reliability, accountability, and attention to detail
• Must demonstrate a strong work ethic, sound judgment, and a high level of discretion and confidentiality.
• Ability to work flexible hours including nights, weekends, and holidays
• Must be fluent in English, both verbal and written. Must be able to write legible and coherent reports.
  
  

Education

• High school diploma or GED required.
  
  

Experience

• Security Ambassador I: Entry-level role. In addition to meeting the general and educational requirements, the ideal candidate will demonstrate a natural inclination for customer service, critical thinking in tense or uncertain situations, and a willingness to practice patience, professionalism, and kindness when faced with adversity. A service-oriented mindset, strong interpersonal skills, and a calm presence under pressure are key indicators of success in this role.
• Security Ambassador II: Intermediate-level position. In addition to meeting the general and educational requirements, the ideal candidate will have prior experience in a security, law enforcement, or military environment. They should demonstrate confidence in incident response, solid report-writing ability, and the maturity to handle sensitive situations with discretion and composure. A successful Ambassador II leads by example, supports team cohesion, and consistently balances assertiveness with approachability.
• Security Ambassador III: Advanced-level position. In addition to meeting the general and educational requirements, the ideal candidate will have several years of progressively responsible experience in casino, tribal, or law enforcement security. They should demonstrate sound leadership, a high level of professionalism, and the ability to coordinate effectively with both internal departments and external emergency services. Ambassador III personnel serve as mentors, trainers, and de facto shift leads when supervisors are unavailable, and must model integrity, confidence, and operational readiness at all times.
  
  

Knowledge, Skills and Abilities: (KSAs)

Security Ambassador I

• Basic understanding of safety and security practices (training provided)
• Strong customer service orientation and interpersonal communication skills.
• Ability to remain calm, observant, and responsive in uncertain situations.
• Willingness to learn protocols, write clear incident notes, and follow chain of command.
• Professional appearance and demeanor suitable for a guest-facing role.
  
  

Security Ambassador II

• Working knowledge of incident response, investigation basics, and policy enforcement.
• Proficient in writing clear, accurate incident reports and taking witness statements.
• Ability to mentor new ambassadors and support a cohesive team dynamic.
• Familiarity with regulatory awareness (Title 31, tribal gaming expectations, MICs, SOPS, etc.)
• Skilled in maintaining professionalism during challenging or emotional situations.
  
  

Security Ambassador III

• Advanced knowledge of emergency protocols, including medical and facility-wide response.
• Demonstrated leadership in high-pressure environments; able to assume scene command as needed.
• Ability to train and coach junior ambassadors on patrol, procedures, and professionalism.
• Competence in coordinating with outside agencies (law enforcement, EMS, etc.)
• Deeper understanding and working knowledge of regulatory awareness (Title 31, tribal gaming expectations, MICs, SOPS, etc.)
• Able to write coherent reports and narratives, able to coach team members on proper reporting writing and documentation.
• Advanced certifications (e.g., BLS, ICS, etc.)
• Strong decision-making, problem-solving, and communication skills under stress.
  
  

General Expectations

Security Expectations:

• Maintain a visible but non-invasive presence on the floor. Be professional, approachable, and customer-service oriented.
• Practice calm and respectful de-escalation techniques in all guest or employee interactions.
• Politely enforce all casino, tribal, and regulatory policies fairly and consistently, while maintaining detailed and accurate documentation when required.
• Remain alert, observant, and responsive while on duty; proactively identify and report potential safety, security, policy, or other concerns.
• Respond quickly and confidently to emergency situations; maintain this confidence by regularly participating in and reinforcing incident response training and protocols.
• Maintain strict confidentiality regarding investigations, sensitive information, or guest incidents.
• Support a culture of customer service and protection – balancing enforcement with hospitality and treating every interaction as an opportunity to uphold the integrity and reputation of UMCH.
  
  

Reliability And Positive Attitude

• Maintain dependable attendance and punctuality, demonstrating reliability in fulfilling your role.
• Be willing to work extended hours, irregular schedules, weekends, and holidays as needed to meet business demands.
• Perform other duties and projects as assigned, showing flexibility and adaptability.
• Attend and actively participate in all company-assigned trainings to enhance skills and knowledge.
• Approach all tasks with a positive attitude, contributing to a pleasant work environment and enhancing guest experiences.
• If you make a mistake, make it in favor of the guest or the employee, never the house!
  
  

Customer Service Excellence

• Create memorable guest experiences by providing outstanding service that leaves a lasting positive impression on all of UMCH's visitors.
• Always engage by interacting warmly and professionally with all guests, making them feel welcome and valued.
• In every situation, seek to “find a path to yes.”
• Anticipate guest needs and respond promptly to requests, ensuring high levels of satisfaction.
  
  

Teamwork And Collaboration

• Work collaboratively with colleagues to ensure seamless service.
• Treat all team members with mutual respect, professionalism, and commit to hold yourself and your team accountable to the UMCH values of Integrity, Team Engagement, Drive to Succeed, and Service Excellence.
• Communicate effectively with team members to coordinate tasks and provide a cohesive entertainment experience.
• Support team members by assisting when needed and sharing responsibilities. Take ownership!
  
  

Attention To Detail

• Maintain high standards of quality and presentation in all aspects of your work.
• Follow all established SOPs diligently and with great care.
• Monitor the grounds, equipment, and supplies, promptly reporting any issue to ensure smooth operations and a welcoming environment for our employees and guests.
  
  

Communication

• Communicate clearly and professionally with guests, team members, and management.
• Listen actively to guest feedback and concerns, addressing them courteously and effectively.
• Seek to maintain a general knowledge of all events and promotions at the casino and be prepared to communicate such information to customers.
  
  

Ethical Conduct

• Uphold the highest standards of honesty and integrity in all professional activities.
• Adhere to all UMCH policies, procedures. Adhere to all federal, state, and tribal regulatory requirements.
• Demonstrate ethical decision-making and behavior in all interactions.
  
  

Physical & Mental Requirements/Work Environment

• Security roles at Ute Mountain Casino Hotel require team members to be physically active and mentally alert throughout their shift. Team members must be able to stand or walk for extended periods, often patrolling large indoor and outdoor areas in varying weather conditions. Duties frequently involve bending, lifting, climbing stairs, or responding rapidly to emergency situations. Team members must be able to lift and carry up to 50 pounds, operate radios and surveillance equipment, and remain on foot for the majority of the shift.
• The role involves exposure to a dynamic casino environment, including flashing lights, loud noise, large crowds, and potential confrontations. Security staff must maintain a calm and professional demeanor at all times—even under stressful or emotionally charged circumstances.
• Mentally, security team members must be able to assess situations quickly, exercise sound judgment under pressure, and remain focused in rapidly changing or potentially volatile environments. The ability to maintain emotional control, recall detailed information, follow procedures precisely, and act with integrity is critical. Team members must remain alert to guest needs and safety concerns while balancing regulatory compliance, guest service, and organizational objectives.
• The ideal candidate should be able to fulfill all physical and mental requirements of the job, with or without reasonable accommodation.
  
  

Policies & Procedures

Employees are expected to perform their duties ethically and in full compliance with all casino and departmental policies, procedures, standard operating procedures (SOPs), and minimum internal controls. Compliance with all applicable federal, state, and Tribal regulations is mandatory. Each employee is responsible for understanding and adhering to these guidelines, and for helping maintain a safe, secure, ethical, and legally compliant work environment.

Employees are expected to perform their duties ethically and in full compliance with all casino and departmental policies, procedures, standard operating procedures (SOPs), and minimum internal controls. Compliance with all applicable federal, state, and Tribal regulations is mandatory. Each employee is responsible for understanding and adhering to these guidelines, and for helping maintain a safe, secure, ethical, and legally compliant work environment.

Safety

Expected to promote and practice a clean, safe, healthy accident-free and friendly work environment for guests and employees; to adhere to all Casino, its affiliated grounds, and all other departmental safety policies; to work in a safe manner; to be alert to and report/document observed, known, or possible safety hazards, conditions or unsafe practices or procedures to appropriate management.

Disclaimer

This description of responsibilities, requirements, and duties is only a summary and not intended to include or be inclusive of all such duties, responsibilities, and requirements that may be assigned or required in the performance of the job as listed herein. Management reserves the sole right to add, modify, or exclude ay essential or non-essential duties, responsibilities or requirements at any time with or without notice and to assign duties as deemed necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Nothing in this position description, or by the completion of any duty, responsibility, or requirement of the job by the employee, is intended to imply or create a contract of employment of any type, or to be interpreted to constitute a contractual obligation of any kind or contract of employment between or with Ute Mountain Casino Hotel (UMCH), and any of its employees or management.

In most cases, employment with UMCH is contingent upon the successful and timely completion of the Ute Mountain Ute Gaming Commission and the Colorado Division of Gaming licensing requirements including but not limited to disclosure documentation requesting personal and work history information, criminal history, references, fingerprints, and identification documents. Position requires payment of licensing fees prior to employment.

About Ute Mountain Casino Hotel

Ute Mountain Casino Hotel (UMCH) is a tribal casino located in Towaoc, Colorado, just a 20 minute drive from Mesa Verde National Park. The property currently has 650 slots, 7 tables, 90 hotel rooms, 80 R.V. spaces, 2 travel centers, and a team-member population of 397.