Security Dispatcher

Westgate Resorts•Las Vegas, NV

1d•Onsite

About The Position

Responsible for answering calls for emergency and non-emergency situations. Maintaining records in iTrak, assign calls for service to available security personnel, handling interoffice and interdepartmental communications via radio, phones, software systems, responding to alarms, and monitoring the fire system. Acts as a liaison with Surveillance on camera coverage and daily operations. Will provide a friendly and safe environment for guests and team members while protecting company assets. Ability to provide instructions or guidance for team members and guests during emergency and non-emergency situations. Will be the core for daily security operations throughout the property and the communication center will be operated as a command post, communications center and dispatching station for security operations and operational support. Will possess the ability to effectively perform in the areas of data entry for all applicable programs, will possess the ability to remain calm and professional, particularly during stressful situations, and effectively multitask duties in the position, to include phones, radios, monitors, alarms, camera locations, fire panel, and daily operations. Will have a thorough knowledge of all camera coverage and required sequencing in order to perform any and all reviews of all incidents in non-gaming areas. Will routinely monitor non-gaming areas using video surveillance while providing guest assistance, being alert for suspicious circumstances or individuals, policy violations, illegal activity, safety hazards or related concerns, medical emergencies, or damage to Westgate property. Will retain knowledge of all evacuation routes, emergency equipment and emergency exits (first aid bags, AED’s, stairwells, etc). Will be required to know the floor plan of the property and know the operation times of the various facilities for the purpose of giving direction and providing guest/ patrons with accurate information requested. Will assist security management as a role of authority as necessary in high-risk crisis situations, exhibiting sound judgement and a realistic understanding of issues, review facts, weigh options, and assign officer task. Must be able to effectively deal with patrons and guests, with patience, tack, diplomacy, and professionalism. Will have knowledge of company updates, policy changes, hotel occupancy, special events, and information from management. Will routinely check all Communication Center equipment and report any malfunctions to appropriate personnel. Maintain knowledge of applicable gaming, city, state, and federal laws and comply with all company, departmental and Gaming Control Board rules, regulations, policies, and procedures. Must possess good oral and written communication skills along with some working knowledge of iTrak, United Fire Systems, Everbridge, Microsoft Teams, LMS, Hotsos, Track-n-Protect, Chargerback, Salto and basic computer programs. Must be able to work any day of the week and any shift, including extended hours and holidays. Responsible for practicing, supporting, and promoting Westgate’s service excellence standards culture at all times; Practice teamwork, support all team members and treat each with the same respect we treat guests to create an energized, positive, and productive work environment. Any additional tasks provided by security management.

Requirements

Ability to listen effectively, read, write, speak, and understand the English language clearly to ascertain and document important information.
Ability to follow written or verbal instructions.
Ability to provide clear direction/guidance.
Ability to communicate with other team members and management.
Social skills as demonstrated by the ability to listen and respond to inquiries/concerns using a positive, clear speaking voice, answering questions, or offering assistance.
Ability to give accurate information regarding plans, policy, or procedures.
Knowledge of safety and security practices and procedures including: C.P.R., emergency first aid, automated external defibrillator, and basic emergency fire equipment.
Basic mathematical skills necessary to verify or balance reports and perform simple calculations.
Ability to organize and prioritize work, meet deadlines, work with minimal supervision, exercise judgment, and adapt instructions or directions from one assignment to another.
Ability to remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other team members.
Ability to maintain attendance in conformance with standards.
Ability to interact professionally with a diverse group.
Ability to attend training and meetings as directed by management.
Ability to maintain familiarity with all areas of the property.
Ability to follow all rules, regulations, state, federal and local law and ordinances.
Ability to maintain a neat, clean, and well-groomed professional appearance.
Must be at least 21 years of age.
Computer skills with working knowledge in Microsoft Word, Excel, and Power Point.
Must type 35 words per minute.
Ability to obtain/renew all government required licenses or certification.
Certified in the proper use of the semi-automatic defibrillator and handcuffing procedures.
Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
High school diploma or successful completion of a GED certificate.

Nice To Haves

Two (2) years of experience in casino security, military, or law enforcement field.
Working knowledge of iTrak, United Fire Systems, Everbridge, Microsoft Teams, LMS, Hotsos, Track-n-Protect, Chargerback, Salto and basic computer programs.
[Las Vegas Metropolitan Police Department Non-Gaming Work Permit; Alcohol Awareness Card, Valid Driver’s License, ASHI First Aid and Safety Certificate and ASHI Adult, Infant and Child CPR Certificate].

Responsibilities

Answering calls for emergency and non-emergency situations.
Maintaining records in iTrak.
Assigning calls for service to available security personnel.
Handling interoffice and interdepartmental communications via radio, phones, and software systems.
Responding to alarms.
Monitoring the fire system.
Acting as a liaison with Surveillance on camera coverage and daily operations.
Providing instructions or guidance for team members and guests during emergency and non-emergency situations.
Operating the communication center as a command post, communications center, and dispatching station for security operations and operational support.
Performing data entry for all applicable programs.
Remaining calm and professional, particularly during stressful situations.
Effectively multitasking duties, to include phones, radios, monitors, alarms, camera locations, fire panel, and daily operations.
Reviewing incidents in non-gaming areas using knowledge of all camera coverage and required sequencing.
Routinely monitoring non-gaming areas using video surveillance while providing guest assistance, being alert for suspicious circumstances or individuals, policy violations, illegal activity, safety hazards or related concerns, medical emergencies, or damage to Westgate property.
Retaining knowledge of all evacuation routes, emergency equipment, and emergency exits.
Knowing the floor plan of the property and the operation times of various facilities for the purpose of giving direction and providing accurate information to guests/patrons.
Assisting security management as a role of authority as necessary in high-risk crisis situations, exhibiting sound judgment and a realistic understanding of issues, reviewing facts, weighing options, and assigning officer tasks.
Effectively dealing with patrons and guests, with patience, tact, diplomacy, and professionalism.
Maintaining knowledge of company updates, policy changes, hotel occupancy, special events, and information from management.
Routinely checking all Communication Center equipment and reporting any malfunctions to appropriate personnel.
Maintaining knowledge of applicable gaming, city, state, and federal laws and complying with all company, departmental, and Gaming Control Board rules, regulations, policies, and procedures.
Practicing, supporting, and promoting Westgate’s service excellence standards culture at all times.
Practicing teamwork, supporting all team members, and treating each other with respect to create an energized, positive, and productive work environment.
Performing any additional tasks provided by security management.