PRIMARY RESPONSIBILITIES:
1. Recruitment & Training of new and existing employees
• Prepare a yearly Surveillance Training plan.
• Prepare the Training Package and Lesson Plans for new hires and ongoing training.
• Be thoroughly familiar with the organization and its human resources policies.
• Screening, interviewing, and testing of candidates.
• Coach new Surveillance team members on the job.
• Coach team members on an individual basis.
• Facilitate Management and Supervisor workshops.
• Conduct inter-departmental training/presentations.
2. Lead small teams
• Provide team leadership, leading by example.
• Plan, organize and allocate responsibilities according to business needs.
• Set performance and professional standards for team members through example.
• Maintain team performance by promoting a positive work environment.
• Maintain employee morale, work performance and professionalism by promoting a positive work environment.
3. Monitor staff performance and attendance
• Set up individualized training plans to strengthen an employee's existing skills or teach new ones.
• Provide performance feedback to staff in a professional manner.
• Recognize and resolve performance and attendance issues.
• Report employee concerns to the Shift Manager on-duty.
• Maintain accurate employee records.
4. Manage an effective relationship with internal customers
• Monitor and adjust customer service to meet the customers' requirements and expectations.
• Provide an example of the professional behaviour required by the Surveillance department.
5. Supervise work operations
• Maintain and manage Training records, ensuring reports, records, etc. are completed accurately and in a timely manner.
• Solve problems and make decisions whilst aiding team members when handling difficult/sensitive situations.
• Manage the implementation of training packages relating to gaming and cash handling areas.
• Instigate and monitor the implementation of Surveillance procedures.
• Draft communications and reports, ensuring they are distributed and filed appropriately.
6. Work with colleagues
• Ensure relevant information is communicated in a timely manner to appropriate team members.
• Maintain a professional relationship with team members, ensuring approachability and discretion.
• Maintain a professional image
7. Deal with conflict situations
• Identify conflict situations.
• Resolve conflicts situations.
• Refer employee complaints and concerns to the Shift Manager on-duty.
8. Confidentiality & Policy
• Safeguard all confidential information whilst exercising due care to prevent its improper disclosure or use.
• Comply with all company policies, rules, regulations, procedures, and department ethics.
10. Report accidents, injuries and unsafe work conditions to superiors and relevant departments.
11. Perform other reasonable job duties as assigned by management from time to time.
KEY PERFORMANCE INDICATORS:
• Collecting, analysing & organising information
• Communication ideas & information
• Planning & organising activities
• Working with others in a team
• Solving Problems
QUALIFICATIONS:
Experience
Minimum 5 years’ experience in a casino Surveillance department.Previous training experience within a casino Surveillance department is highly desirable.Excellent knowledge of English language (written and spoken) is essential.Experience within an Asian market preferable.Excellent knowledge of casino games and operations with aptitude to learn and teach new games.Extensive casino game protection knowledge.Strong understanding and application of casino mathematics principles.Presentation and public speaking experience.Microsoft office Suite literate.Skills / Competencies
Adheres to and supports the Company’s Vision & Values.Relationships building skills.Excellent presentation.Good leadership skills and ability to work within a team environment.Integrity.PERSONAL COMPETENCIES:
Displays a high commitment to delivering results.Leads others to achieve business objectives.Communicates effectively.Achieves agreed objectives and accepts accountability for results.Displays the highest level of integrity.Ability to maintain discretion.Self-motivated.Approachable.