Director of Guest Safety/Surveillance - Gilley's

Gilley's•Park City, KS

1d•Onsite

About The Position

The Director of Guest Safety and Surveillance primary responsibilities include overseeing the daily operations of the Guest Safety Department, ensuring the safety and security of all guests, employees, and company assets. The Director of Guest Safety and Surveillance oversees all functions of the Surveillance Department, in accordance with state gaming regulations, internal controls, Federal, State, and Local laws. This role is responsible for the physical safeguarding of assets, and the protection of the property of both the patron, team members, and facility from illegal or non-compliant activity and to providing a safe environment for patrons and team members, in addition to providing them with outstanding guest service.

Requirements

Must be at least 21 years of age or older and have the ability to obtain and retain a KRGC Level Gaming License.
Minimum of 5 years of law enforcement and/or casino security experience
Minimum of 3 years of supervisory experience
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
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
Able to physically restrain adults over 200 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

Nice To Haves

One year of direct customer contact experience, preferred

Responsibilities

Determine manpower requirements and schedule personnel to provide optimal guest safety coverage with minimal labor costs
Maintain and update the list of evicted guests
Administer training programs for assigned personnel to ensure effective security for gaming and money handling
Coach, guide, and instruct personnel on the proper performance of their duties
Handle hiring, training, skill development, performance reviews, and discipline of employees
Prepare and coordinate the annual budget, including monitoring facilities and expenses
Cooperate with federal, state, and local law enforcement agencies on mutual concerns
Direct the work of employees, maintain production, and appraise employees’ productivity and efficiency to recommend promotions or other changes
Communicate and implement departmental policies and procedures in accordance with the company’s policies, procedures, and internal controls
Monitors premises to detect crimes or disturbances, using closed circuit television monitors, and notifies authorities and or KRGC if applicable
Completes surveillance reports and investigations for the KRGC and internal company executives
Monitors team members to ensure all gaming regulations and reports are accurate and timely
Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to the General Manager
Responsible for the supervision, performance, training and development of the Surveillance department team members
Develops and manages the departmental budget, including capital expenditures
Ability to understand and use casino management programs
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
Crosstrain in other departments
Other duties as assigned