Shift Manager, Surveillance

Hard Rock Hotel & Casino Ottawa • Cincinnati, OH

7d

About The Position

The Shift Manager, Surveillance manages surveillance activities to protect gaming and entertainment guests, team members, and Hard Rock Casino Cincinnati property. The role ensures potential security violations are investigated and corrective actions are taken in accordance with applicable gaming laws, policies, procedures, and statutory, regulatory, and company requirements.

The position supervises surveillance staff on an assigned shift, providing training, motivation, evaluation, guidance, and resources to meet departmental objectives and guest-service standards. It also supports departmental management and other departments, coordinates with law enforcement and security personnel at other gaming properties, assists authorities with investigations, and prepares accurate security-related reports. The role may conduct investigations and provide support during sensitive or dangerous situations involving guests, team members, theft, or terminations.

Requirements

• High school education or equivalent.
• Two years of progressive experience in surveillance operations.
• Knowledge of casino systems and Microsoft applications, including Word and Excel.
• Ability to obtain and maintain all licenses and certifications required by federal, state, gaming, and lottery regulations.
• Must pass a background check and drug screening.
• Must be at least 18 years old.
• 20/20 corrected vision.
• Basic knowledge of county and state ordinances.
• Knowledge of electronic, video, and alarm functions.
• Knowledge of investigative procedures and ability to maintain extreme confidentiality.
• Knowledge of Ohio laws concerning citizens’ powers of arrest procedures.
• Ability to function as a working Surveillance Officer and ensure surveillance equipment is operating properly.

Nice To Haves

• One-year certificate from a college or technical school, or one to three years of related experience and/or training, or an equivalent combination of education and experience; related education and experience may be interchangeable year for year.
• Supervisory experience preferred.

Responsibilities

• Manage surveillance activities to protect guests, team members, and casino property.
• Ensure potential security violations are investigated and corrective actions comply with applicable laws, regulations, policies, and procedures.
• Build and retain guest relations and support superior guest service.
• Train, motivate, evaluate, and supervise staff on the assigned shift, providing guidance and resources.
• Supervise the department in accordance with its objectives, standards, guidelines, and budget.
• Establish and maintain training and development procedures to achieve guest-service standards.
• Ensure company and departmental procedures are followed and assist local, state, and federal authorities with activities and investigations.
• Maintain current information on local criminal activity and communicate with law enforcement agencies and security personnel at other gaming properties.
• Resolve guest complaints and ensure a high level of guest service.
• Support departmental management in sensitive or dangerous situations involving terminations, thefts, or guest and team-member issues.
• Support other departments in implementing and maintaining proper procedures for VLTs, cashiers, drops, and related activities.
• Maintain awareness of criminal and civil laws relevant to Hard Rock and conduct investigations when required.
• Prepare complete and accurate security incident reports.
• Attend and participate in meetings and complete assigned follow-up.
• Perform work regularly and predictably and carry out other assigned duties.
• Attend seminars when needed.
• Function as a working supervisor in the capacity of a Surveillance Officer.
• Ensure surveillance equipment functions properly throughout the shift.
• Prepare productivity reports, observation reports, malfunction reports, investigation summaries, and surveillance shift reports.
• Lead surveillance operators, support their development, and introduce projects to improve operator quality.
• Assist with training and developing surveillance team members.

Benefits

• Comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary with employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED