HCVR Telecommunicator - Level 1 (Full Time; Sunrise Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

About The Position

Harrah’s Cherokee Valley River Casino & Hotel Position Description POSITION TITLE: Security Officer DEPARTMENT: Security JOB GRADE/FLSA STATUS: H9--Non-Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO: Supervisor, Security SUPERVISES: N/A JOB SUMMARY: Enforce policy and control procedures, to provide a safe and pleasurable environment for guests and employees. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (TRAINEE): Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values Chain of Command: Officers – Supervisor –Shift Managers – Manager – Vice President (Surveillance/Security) BOC: Classroom Training of expectation during Security Officer Trainee’s training period One week of forty-hour training academy – To successfully pass the academy, Trainee required obtaining a score of 90% average on quizzes/test Five (5) days field training will consist of On-The-Job Training (shadowing). Trainee will be evaluated by Field Training Officer (FTO). Trainee will be evaluated at the end of each shift Once VOC/Shadowing is successfully accomplished, Trainee progressed as level 1 Security Officer who will be assigned to a shift and Supervisor JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 1): Verify and guard all currency transfers Post at all entrances to enforce policies and enforce Project 21 Resolve customer disputes professionally Verify and escort Game Technicians Issue and inventory badges for visitors and vendors Provide and maintain service standards to guests as set by department Work closely with surveillance Work closely with local Emergency Services Retrieve and verify lost and found items Patrol parking lots ( Per approval of Risk Management );; direct traffic; assist with valet parking Responsible for filing reports on safety, OSHA, lost and found, and any other incident of liability JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 2): Demonstrate advanced proficiency in Level 1 duties Must Demonstrate proficiency in report writing Respond to emergency situations calmly Resolve customer disputes professionally Successful rating on last performance appraisal Pass a proficiency test on Level 1 officer responsibilities with a score of 90 or above Pass an Internal Control test with a score of 85 or above No more than (5) attendance points Must obtained level two (2) Security Department for at least (3) months continuous employment No more than (1) minor (36.3) write up within a year JOB ESSENTIAL DUTIES AND RESPONSIBILITES (LEVEL 3A): Valid driver’s license required with no more than one (1) DUI convictions or 3 or more moving violations, 3 or more traffic citation convictions in the past 3 years (from date of conviction) or conviction for suspension or conviction for at fault accident within the last 3 years required Demonstrate advanced proficiency in all technical skills and Level 1 & 2 duties Possess and demonstrate the ability to handle difficult situations/guests well Role model in providing great customer service to our players Learn and greet guests by name and build relationships with guests Seek coaching from supervisors to improve performance Ability to perform special tasks as needed Step up in emergency situations and lead team through the proper emergency procedures Sponsor new hires during orientation period (knowledge of 10 codes, internals, regulations, positions of posts, etc as needed) Able to produce reports in spreadsheet analysis format as needed Able to operate eviction database Demonstrate a high level of guest service skills Demonstrate consistent support of Management and Company decisions Role model of Professionalism, which includes promoting an environment free of rumors and negativity Provide accurate information to supervisors (staffing needs, training needs, guests need) Answer co-worker questions and know where to obtain additional information Assist the supervisors in understanding the Security officer perspective Complete special projects in timely fashion CPR and First Aid Certified Highly successful rating on last performance appraisal Demonstrate proficiency in report writing and must complete 20 report Must work one week on each shift within 6-month of becoming a level 3A No minors (36.3) write ups JOB ESSENTIAL DUTIES AND RESPONSIBILITES (LEVEL 3B): Successfully pass a proficiency test on Level 2 officer responsibilities with a score of 90 or above Pass an Internal Control test with a score of 90 or above Pass testing in handling difficult guests/situations with a score of 90 or above No more than (5) attendance points Employed in the Security Department for at least (1) year with continuous documented employment Scored all top box if officer has been Spotlighted since reaching Level 2 officer status ALL levels required to: Exhibit sound decision-making with emphasis on motivating team and maintaining high morale Demonstrate consistent support of Management and Company decisions Participative member of the team by volunteering and being involved with projects, committees, and task forces by providing input and suggestions. Knowledgeable of all departmental policies/procedures Expert of the Internal Controls as set forth by the TGC Adhere to regulatory departmental and company policies/procedures in an ethical manner

Requirements

High school diploma or GED required
Candidates MUST complete C.A.R.E certification training and pass the CARE test within 30 days of hire required
Must enter department as a Trainee/ Level 1 position and successfully completed all those duties and responsibilities
Position must require service dates (2 weeks trainee/90 days as level 1) and pass all duties/skill test prior to moving proficiency ladder
Six months to one -ear previous customer experience preferred
Must demonstrate the following essential knowledge and skills: Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
Complete knowledge of all internal controls
Complete knowledge of all emergency procedures
Excellent attendance in previous positions
Willing to learn and be adaptable
Attention to detail/observant
Comfortable under surveillance
Neat, professional appearance with excellent personal hygiene
Must be able to lift , carry, push, and/or pull up to 100 pounds
Must be physically capable of performing MACH Controlled Force Tactical Training
Must be able to be on feet/stand/sit for an 8-hour shift
Must be able to stoop, bend, reach, kneel, twist, climb and grasp items
Must be able to operate in mentally and physically stressful situations
Must be able to respond to visual and aural cues
Must be able to read, write, speak and understand English
Must be able to maneuver in all areas of the casino and hotel
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
Must be able to work a flexible schedule including weekends, evenings and holidays

Responsibilities

Verify and guard all currency transfers
Post at all entrances to enforce policies and enforce Project 21
Resolve customer disputes professionally
Verify and escort Game Technicians
Issue and inventory badges for visitors and vendors
Provide and maintain service standards to guests as set by department
Work closely with surveillance
Work closely with local Emergency Services
Retrieve and verify lost and found items
Patrol parking lots ( Per approval of Risk Management )
Direct traffic
Assist with valet parking
Responsible for filing reports on safety, OSHA, lost and found, and any other incident of liability