Supervisor – Security Communications Center

Wynn Resorts•Las Vegas, NV

About The Position

The Security Communications Center (SCC) Supervisor is responsible for supervising, organizing, administering and overseeing the daily operations of the Wynn Las Vegas Security Communications Center, while ensuring timely and precise information is expeditiously dispatched to the relevant security personnel and hotel management. The SCC Supervisor is required to supervise and perform diverse, specialized and often complex dispatch communications involving significant accountability and decision-making responsibility. The SCC Supervisor must be able to operate and handle a multi-task workload during high volume and/or high stress periods of operation, which requires skill in prioritizing work flow and maximizing the use of surveillance and communications resources. The SCC Supervisor is responsible for managing SCC personnel during their scheduled shift, while ensuring the safety and security of Wynn guests, employees and facilities.

Requirements

Must possess excellent communication skills, both verbal & written. Must be able to communicate in English with patrons, management, and other employees to their understanding. Second language preferred but not required.
Must have strong customer service skills. Ability to deal with problems involving patrons and operational issues while maintaining a positive attitude.
Must have strong knowledge of the programs associated with the daily operations of the Security Communications Center (iTrak, Opera, Synectics, etc.)
Must be able to work effectively in stressful, high-pressure situations.
Must possess a positive, “whatever it takes” attitude.
Must possess strong problem solving & decision making skills.
Must maintain confidentiality of patron information and pertinent hotel data.
Perform essential job functions with attention to detail.
A valid Nevada Gaming License, CPR and Alcohol Awareness certification are required and must be obtained before entering this position.
Must be 21 years of age or older.

Responsibilities

Provide leadership and guidance for the officers of their respective shift.
Responsible for the effective supervision and administration of the SCC personnel, to include staff development and training, performance management, employee relations, prioritizing and assigning work and related activities.
Supervise the officers of their respective shift to ensure quality performance and service is provided to security personnel and hotel staff.
Supervise the officers of their respective shift to ensure that all company and departmental policies, procedures and guidance are being followed and that all duties are being completed.
Supervise the officers of their respective shift to ensure that effective and efficient surveillance and communication dispatch services are being provided.
Use logic and reasoning to analyze, understand and evaluate complex situations by identifying the strengths and weaknesses of alternative approaches or solutions to a situation and exercise appropriate judgement in establishing priorities while considering the benefits of potential actions.
Utilize multiple modes of communication to facilitate the dissemination of information, within the department and to other departments/property wide (if needed) during critical events.
Take the lead and establish “Unified Command” during any critical incidents or events.
Build, cultivate and maintain departmental relationships with key stakeholders, such as Employee Relations, Guest Claims, Workers Compensation, Risk Management, Hotel Management, Fire Control Center and Surveillance.
Coordinate with other departments (Employee Relations, Guest Claims, Legal, Risk Management, Fire Control Center, Surveillance, Loss Prevention and others) to ensure that all requests for assistance and camera coverage are completed in a timely manner.
Coordinate with outside agencies (Las Vegas Metropolitan Police Department, Clark County Fire Department and others) during critical incidents or events.
Possess the knowledge and ability to maintain, operate and monitor the equipment in the SCC to ensure that it remains in good working condition.
Must be capable of flexibility in regards to their schedule.
Be able to perform all duties of a Security Communications Center Officer.