Supervisor, Security - Grave Shift

Hard Rock Hotel & Casino Ottawa•Cincinnati, OH

About The Position

The Security Supervisor supervises, trains, and coordinates the Security Ambassadors assigned to a shift, providing direction to help create a safe environment for Hard Rock Casino guests and employees. The role maintains employee files, coaches security employees, and provides superior guest service through visible patrols and quality support to other departments. It also maintains public order, enforces safety rules, protects property and assets, and investigates disturbances in the hotel, casino, and surrounding facilities. The supervisor leads employees while fostering teamwork, morale, motivation, and open communication. The position directs shift activities, supports compliance with Ohio Casino Control Commission regulations and company policies, and ensures staff understand and meet performance expectations. It is accountable for service goals, customer complaints and claims, incident-report quality, exclusion-list enforcement, and the safety and well-being of guests and employees. The supervisor investigates or oversees investigations of incidents involving crime, employee misconduct, and other matters affecting the casino and surrounding area, and cooperates with law enforcement agencies. The role also reviews and approves documents as needed and trains Ambassadors in customer and employee relations, report writing, company-fund procedures, and critical incident management.

Requirements

High school graduate or equivalent.
Five years of law enforcement experience and/or casino security experience.
Three years of supervisory experience.
Ability to obtain a Gaming Occupational License within the State of Ohio.
Ability to interact professionally with the general public.
Investigation skills.
Excellent written and verbal communication skills.
Excellent customer and employee relations skills.
Ability to instill a commitment to teamwork in shift personnel.
Strong leadership, supervisory, and interpersonal skills.
Ability to respond calmly and make rational decisions during critical incidents and employee conflicts.
Ability to work varied shifts, weekends, and holidays as needed.
Ability to speak distinctly and persuasively.
Well-groomed appearance.
Ability to meet attendance guidelines and adhere to departmental and company policies.
Ability to work effectively with all Hard Rock departments as required.

Responsibilities

Supervise, train, and coordinate Security Ambassadors assigned to a shift.
Direct all activities on the assigned shift.
Lead employees, foster teamwork and morale, and coach and develop staff while clearly communicating expectations.
Monitor activity for compliance with Ohio Casino Control Commission regulations and company policies.
Ensure staff compliance with policies and OCCC regulations through supervision and training.
Monitor incident reports for accuracy and completeness.
Monitor the exclusion list and ensure effective enforcement where appropriate.
Remain accountable for service goals and objectives, customer complaints, and claims.
Counsel, guide, and instruct personnel in the proper performance of their duties.
Cooperate with federal, state, and local law enforcement agencies.
Protect the safety and well-being of guests and employees.
Investigate or supervise investigations of crime, employee misconduct, and other incidents affecting the casino, facilities, and surrounding neighborhood.
Review and approve documents as needed.
Train and monitor Ambassadors in customer and employee relations, report writing, company-fund procedures, and critical incident management.
Maintain visible patrols, public order, and enforcement of safety rules while protecting property and assets.
Provide service to guests and quality support to other departments.