71-120 Manager - Security Services

Ute Mountain Casino Hotel•Towaoc, CO

About The Position

The Manager – Security Services is responsible for overseeing the day-to-day operations of the Security Department at Ute Mountain Casino Hotel. Reporting directly to the Director – Security & Surveillance, this position ensures consistent enforcement of policies, professional conduct among security personnel, and a strong, visible safety presence across the property. This role supervises department scheduling, ambassador performance, training implementation, emergency response, and daily operational execution. The Manager provides leadership and guidance to assistant managers, supervisors, and ambassadors, while modeling de-escalation techniques and exceptional guest service. The objective of this position is to ensure safety, order, and integrity across the facility while supporting a high-functioning and well-coordinated team.

Requirements

Must be at least 21 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Key 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, a high level of discretion and confidentiality, and a high degree of leadership acumen and emotional intelligence.
Ability to work flexible hours including nights, weekends, and holidays
High school diploma or GED required.
Minimum of 3–5 years of progressive experience in security, law enforcement, or related protective services.
Minimum of 2 years in a supervisory or management role.
Deep understanding of property security operations, emergency response protocols, and regulatory compliance.
Proven ability to lead by example and remain calm under pressure.
Skilled in verbal de-escalation, conflict resolution, and guest service.
Ability to train others and provide constructive coaching in the moment.
Proficiency in using communication equipment, security systems, and Microsoft Office Suite.
Ability to learn new systems and technologies as required to ensure the continued progress of the department.
Strong written and verbal communication skills.

Nice To Haves

Additional coursework or certification in criminal justice, security management, or emergency response preferred.
Experience in tribal gaming or other highly regulated environments strongly preferred.

Responsibilities

Department Operations Oversight Manage all day-to-day activities of the Security Department, including shift assignments, property coverage, and compliance with departmental procedures. Ensure all duties are carried out consistently, effectively, and professionally.
Personnel Supervision and Development Supervise assistant managers, supervisors, and frontline ambassadors. Ensure performance standards are met, conduct coaching and progressive discipline as needed, and oversee onboarding and ongoing training in coordination with the Director and any other assigned personnel.
Emergency Response and Incident Management Lead and coordinate responses to critical incidents, including medical emergencies, guest altercations, or facility threats. Ensure incident reports are properly completed and filed, and that staff follow established emergency protocols.
Regulatory and Policy Compliance Ensure compliance with tribal, state, and federal gaming regulations, as well as all internal controls, SOPs, and security-related policies. Report violations or irregularities to the Director and follow up on corrective actions.
Guest and Team Member Relations Promote a culture of hospitality, de-escalation, and visibility. Address guest concerns promptly and professionally, and support a safe, respectful environment for all team members and patrons.
Scheduling, Staffing, and Equipment Management Oversee shift scheduling, coverage planning, and vacation/absence coordination. Monitor use, documentation, and maintenance of radios, vehicles, keys, uniforms, and safety equipment. Ensure readiness and accountability for all operational tools.
Collaboration and Communication Serve as the Director’s primary operational liaison. Communicate expectations clearly to staff, relay departmental needs to leadership, and participate in cross-departmental coordination, investigations, and incident reviews.
Performance Monitoring and Reporting Alongside the Director, and/or in accordance with established policy and expectations, track departmental performance metrics such as response times, incident trends, and policy adherence. Compile summaries and provide insights to support informed decision-making and continuous improvement.

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