JOB SUMMARY:

Implement procedures and oversee personnel in the surveillance department.

ESSENTIAL JOB FUNCTIONS:

Directly supervises a number of surveillance operators.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Implement approved procedures, train, schedule, supervise, and evaluate personnel.   Specifically supervise and coordinate activities related to the surveillance of gaming tables, slot machines, cashiers' cage, and slot booth operations including the audio-video taping of count room operations.   Review all Daily Activity Reports and prepare shift reports.   Support and maintain Horseshoe courtesy guidelines.   Promote outstanding guest relations.  Perform other duties as assigned. Inspires others by demonstrating a high level of commitment and energy in all endeavors.  Consistently demonstrates superior customer service skills and acts as a positive role model for all employees.   Conveys positive energy and enthusiasm focusing on the customer interaction.    Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements.  Communicates service problems and team plans in buzz sessions and facilitates problem-solving meetings with team.   Immediately addresses service issues and follows up to ensure guest satisfaction.   Keeps team well informed of property promotions and events.   Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them.   Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy.   Addresses employee performance issues, coaches for improvement and provides ongoing feedback.   Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance.   Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, completes performance reviews timely.   Recommends disciplinary action or disciplines employees. 

The term “management" includes duties such as interviewing; training; selecting and adjusting rates of pay and hours of work; directing the work of employees; maintaining production; appraising employees’ productivity and efficiency for purposes of recommending promotions or other changes (evaluations); handling employees’ grievances and complaints; disciplining employees; planning work; providing for safety and security; and monitoring or implementing legal compliance matters.  

EDUCATION/SKILLS/EXPERIENCE:

College degree in criminal justice or related field preferred.   Minimum of two years experience in law enforcement, casino surveillance system operations, or equivalent.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS: Must be able to maneuver to all areas of the hotel Must be able to lift up to 10 pounds Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area. Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers, fax machine, and photocopier. Must be able to work at a fast pace and in stressful situations. Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.