SURVEILLANCE SHIFT MANAGER

Hollywood Casino at Columbus•Columbus, OH

10d•Onsite

About The Position

Responsible for supervising staff and the overall daily management of a designated shift in the Surveillance department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. Creates effective and efficient schedules while maintaining labor costs, meeting staffing objectives, and ensuring overall coverage mandated by gaming regulations. Responsible for assisting in the budget process for the department by providing recommendations; ensures compliance to departmental budget initiatives; reports budget concerns to manager. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Mains knowledge and ensures enforcement of all gaming laws and regulations which apply to the functions and duties of the Surveillance department for which this position is responsible. Partners with property departments to design and conduct highly sensitive investigations to facilitate fact?finding probes into potentially illegal or inappropriate activities. Acts as direct liaison between Surveillance Room activities and Surveillance leaders and assumes responsibility for the efficient operation of the Surveillance department on assigned shift, in absence of manager. Participates in the hiring process by attending interviews and making recommendations in staffing. Responsible for the overall integrity of daily operations; ensures compliance with all regulatory requirements, internal controls, policies, and procedures. - Safeguards company assets at all times. Submits all appropriate reports when incidents, infractions, and violations occur. Examines and analyzes the physical property, processes, and procedures to oversee and enforce compliance policies. Serves as liaison with gaming regulators, public law enforcement, and other agencies as it relates to Surveillance by maintaining a positive and constructive relationship, in absence of Surveillance leadership. Reviews financial reports to ensure Surveillance operation efficiency and quality control. Oversees the management of attendance and time records. Responsible for staff development and training programs. Responsible for rewards and recognition program to maximize employee engagement. Evaluates team members within department and delivers constructive feedback to employees regarding performance. Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs. - Manages work procedures and expedites workflow. Provides recommendation for employee performance (disciplining, coaching, and counseling). Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management. Provides positive communication and uses Red Carpet Training skills with every patron and co-worker. Performs duties in a safe manner; reports any potential safety hazards to management staff. Performs any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service. Maintains strict confidentiality in all departmental and company matters.

Requirements

Must be at least 21 years of age.
Bachelor’s degree (B.A./B.S.) from a four-year college or university, and one to two years of Casino Surveillance experience required; or equivalent combination of education and experience.
Must have thorough knowledge of casino operations, casino games, casino cheating and embezzlement scams, etc.
Comprehensive knowledge of video surveillance systems and database software required.
Must have advanced computer knowledge and be proficient in all Microsoft Office applications.
Must have excellent written and verbal communication skills; must be fluent and literate in English.
Ability to maintain a high level of confidentiality and professionalism.
Knowledge of applicable federal, state, and local regulations.
Must have excellent interpersonal, customer service, and organizational skills.
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have knowledge of all Surveillance operations.
Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
Ability to tolerate second-hand smoke, noise, and bright lights.
Ability to work at a fast pace in often crowded/noisy environment.
Must meet professional appearance standards as prescribed by company policy.
Available to work required schedule which may include nights, weekends, and holidays as needed.
Employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must be able to lift and/or move up to 50 lbs.

Responsibilities

Supervising staff and the overall daily management of a designated shift in the Surveillance department.
Supporting, administering, and managing operational goals and monitoring achievements of performance and profit objectives.
Creating effective and efficient schedules while maintaining labor costs, meeting staffing objectives, and ensuring overall coverage mandated by gaming regulations.
Assisting in the budget process for the department by providing recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
Enthusiastically supporting, actively promoting, and demonstrating superior customer service in accordance with departmental and company standards and programs.
Ensuring customer service standards are followed by all team members and addressing issues as they arise.
Maintaining knowledge and ensuring enforcement of all gaming laws and regulations which apply to the functions and duties of the Surveillance department for which this position is responsible.
Partnering with property departments to design and conduct highly sensitive investigations to facilitate fact?finding probes into potentially illegal or inappropriate activities.
Acting as direct liaison between Surveillance Room activities and Surveillance leaders and assuming responsibility for the efficient operation of the Surveillance department on assigned shift, in absence of manager.
Participating in the hiring process by attending interviews and making recommendations in staffing.
Responsible for the overall integrity of daily operations; ensuring compliance with all regulatory requirements, internal controls, policies, and procedures.
Safeguarding company assets at all times.
Submitting all appropriate reports when incidents, infractions, and violations occur.
Examining and analyzing the physical property, processes, and procedures to oversee and enforce compliance policies.
Serving as liaison with gaming regulators, public law enforcement, and other agencies as it relates to Surveillance by maintaining a positive and constructive relationship, in absence of Surveillance leadership.
Reviewing financial reports to ensure Surveillance operation efficiency and quality control.
Overseeing the management of attendance and time records.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluating team members within department and delivering constructive feedback to employees regarding performance.
Providing recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
Managing work procedures and expediting workflow.
Providing recommendation for employee performance (disciplining, coaching, and counseling).
Ensuring regulatory compliance within area of authority and reporting potential issues to management.
Providing positive communication and using Red Carpet Training skills with every patron and co-worker.
Performing duties in a safe manner; reporting any potential safety hazards to management staff.
Performing any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
Maintaining strict confidentiality in all departmental and company matters.