Surveillance Supervisor (Internal Only)

Angel Of The Winds Casino Resort•Arlington, WA

1d•Onsite

About The Position

This position helps oversee the daily operations of the Surveillance department and acts as a shift manager in the shift manager's absence. The role involves training new team members, supporting veteran team members, and partnering with management to create, implement, and assess training programs. The Surveillance Supervisor is responsible for maintaining confidentiality over all Casino, Surveillance, Tribal, and Gaming Commission matters. They will use multiple screens to monitor external and internal activities, identify and investigate scams, cheating, theft, fraud, and suspicious activity, and train others in these investigation techniques. This role protects the organization from losses, identifies vulnerabilities, documents findings, and offers solutions. The Supervisor provides investigative results to the on-duty supervisor or above and must be proficient in all gaming/casino math, surveillance policies and procedures, and auditing/investigations. They must be able to follow through with audits, complete detailed studies and reports, explain processes, and foresee consequences of investigations. The Supervisor will evaluate policies and procedures in all departments for revenue security and discuss the impact of any changes. Regular partnership with the chain of command is expected to discuss department needs, provide feedback, and offer solutions regarding improvements, training updates, and trainee ideas. Reporting non-compliance with company procedures by any department is also a responsibility. The role requires writing comprehensive reports, proactively documenting unusual occurrences, and communicating review findings to the chain of command. Maintaining knowledge of gaming regulations and local law is crucial. The Supervisor will facilitate special projects and investigations, maintain strict confidence, call for assistance using proper communication, and complete daily logs and reports. They will assign and help facilitate the completion of trainee and investigator reports, preserve video evidence, and protect the gaming interests of the Stillaguamish Tribe of Indians. Cooperation and communication with team members and local law enforcement are essential. The role involves initiating and documenting incident and violation reports and analyzing situations to take appropriate action. Compliance with company policies, MICS, Gaming Regulations, and Title 31 requirements is mandatory. This position requires working nights, weekends, and holidays as needed, along with other duties as assigned.

Requirements

Exceptional guest service skills required.
Must be an Sr. Investigative Analyst or higher.
Previous gaming surveillance experience required.
All games knowledge is required.
Comfortable working in an isolated environment with limited social interaction.
Must have a drive for results and ability to follow-through on any task provided.
Must be customer service oriented and have excellent verbal and written communication skills.
Must be skilled at multi-tasking and have strong capability to work independently.
Ability to work in a challenging environment dealing with sensitive issues.
Must be able to maintain confidentiality.
Must have strong attention to detail and excellent problem solving, organizational, and time management skills.
Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
Proven skills in Windows, MS Office Programs (Word, PowerPoint, Excel), statistical/data report analysis, and experience with database systems.
Ability to prepare reports, correspondence, charts, forms, and other information and instructions.
Must be able to self-evaluate current standing and take steps to further knowledge as necessary.
Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

Responsibilities

Helps oversee the daily operations of the Surveillance department.
Acts as shift manager in shift manager’s absence.
Trains new team members; supports veteran team members in their continued growth.
Partner with management to create, implement, and assess training programs.
Delegates tasks appropriately.
Communicates with the shift manager on shift happenings and team member accountability.
Maintains confidentiality over all Casino, Surveillance, Tribal, and Gaming Commission matters.
Using multiple screens, monitors the external and internal activities of AOTW.
Identifies and investigates scams, cheating, theft, fraud, and suspicious activity.
Trains others in investigation of these topics.
Protects the organization from losses due to internal and/or external causes; identifies, investigates, documents, audits, and offers solutions to areas vulnerable to loss or fraud from internal or external sources.
Provides investigative results to on-duty supervisor or above.
Proficient in all gaming/casino math (includes payouts, terminology, ratings, etc.); understands surveillance policies and procedures, and other departments’ policies and procedures.
Proficient in auditing and investigations.
Able to follow through with conclusion of audits, complete detailed studies and reports, and explain the process to others.
Able to foresee consequences, procedure/policy changes, or departmental changes that may arise from investigations.
Able to evaluate policies and procedures in all departments (including surveillance) for revenue security and discuss the impact any changes.
Partner regularly with chain of command to discuss the department’s needs.
Provide feedback and offer solutions to management regarding department improvements, necessary procedure or training updates, and investigator/trainee ideas for improvement.
Report non-compliance with company procedures by all departments.
Write comprehensive and detailed studies, reports, and logs.
Proactively initiate documentation of unusual occurrences, suspicious activity, indicators of theft/fraud/scams, etc. in the gaming facility.
Communicate with appropriate chain of command regarding review findings, live observations, safety and/or liability considerations, procedure compliance, etc.
Maintain thorough knowledge of gaming regulations and local law as it pertains to the gaming business.
Facilitate the completion of special projects and investigations as assigned by management.
Maintain strict confidence regarding company matters, personnel issues, active audits, ongoing investigations, or other proprietary information.
Call for assistance using proper communication technique.
Complete daily shift logs, investigation status notes, case studies, and incident reports as needed.
Assign and help to facilitate satisfactory completion of trainee and investigator reports, status notes, case studies, and incident reports.
Preserve video coverage/evidence of significant events as directed.
Protects the gaming interests of the Stillaguamish Tribe of Indians and its membership.
Cooperate and communicate with other team members at all levels, including management.
Cooperate with local law enforcement in the prevention and reporting of criminal activity with the gaming facility.
Initiate and documents incident and violation reports for violations of policy and procedure, regulations, Tribal Ordinance, the Tribal/State Compact, NIGC statutes and IGRA statutes.
Analyze situations as they occur and take appropriate action.
Must comprehend and comply with all company policies and procedures, MICS, Gaming Regulations and Title 31 requirements.
Work nights, weekends and holidays as required.
Other duties as assigned.