Surveillance Supervisor

CLIFF CASTLE CASINO HOTEL•Camp Verde, AZ

1d•Onsite

About The Position

Directly supervises Surveillance Observers and Surveillance Technicians. Schedules surveillance staff to ensure appropriate staff coverage is maintained and directs assignments, duties, and projects as needed to meet department needs. Trains Surveillance Observers, monitors day-to-day activities of the team, addresses and/or retrains when performance deficiencies are observed. Performs audits of logs, forms, and reports to ensure Surveillance Observers comply with CCCH, Department, and governing agencies policies and procedures, including CCCH’s Emergency Action Plan. Ensure Observers are kept informed of shift-to-shift and day-to-day operational changes, pertinent issues, improvements, changes, and promotions. Perform department attendance and P.T.O. audits monthly or as directed. Conduct Surveillance Training and ensure all Surveillance Observers receive and participate in the required training. Coach and counsel for training or correction, as needed. Conduct video reviews as requested by authorized individuals. Maintain control of access to Surveillance Offices as per the approved Surveillance Access List. Maintain accountability of Surveillance Evidence. Fill-in for other Supervisor absences as directed by the Manager. Ensure all assignments are conducted in a timely manner and the results forwarded to the Manager. Keep the Surveillance Manager advised of incident and daily activities for each shift. Prepare and deliver Surveillance Observer performance evaluations, as directed. Maintain a high level of confidentiality in all Casino/Surveillance issues. Perform other duties, as assigned.

Requirements

HS DIPLOMA
Two (2) years’ experience in general or casino surveillance, security, law enforcement, loss prevention, or other work experience requiring close observation of people required.
Current employment as Surveillance Observer at CCCH (at least 1 year in role), required.
3 years of experience in a supervisory position, required.
Understanding of gaming protocols and game protections
Understanding of gaming industry and associated regulations
Strong communication skills (verbal/written) to provide information, prepare brief but detailed descriptions/timelines of activities
Ability to maintain professional composure under stress and deescalate tense situations
Ability to evaluate circumstances and render sound decisions under stressful or tight deadlines
Ability to effectively organize assignments and projects and successfully operate in multitask environment to meet goals and timelines
Experience working with a variety of hardware and software
Possess complete auditory acuity and have full color spectrum visual capabilities
Ability to read, comprehend, and utilize complex policies, procedures, and instruction manuals to successfully perform job assignments
Network Certification Required – related fields: surveillance, security, CCTV, etc.
Must be 18+ years old
Must be eligible to work in the U.S.
Must pass a drug test and background check for an AZ Gaming License.
Must adhere to all Cliff Castle Casino Hotel policies and procedures.
Must be committed to providing exceptional guest service through a welcoming, friendly, and professional environment.
Aim to exceed guest expectations with attentive, personalized service and prompt responses and resolution.

Nice To Haves

4YR DEGREE
Opportunities for Internships, Apprenticeships, and Coordinated Work Study programs may be available in lieu of formal education and work experience requirements for this position for enrolled members of the Yavapai-Apache Nation.

Responsibilities

Schedules surveillance staff to ensure appropriate staff coverage is maintained.
Directs assignments, duties, and projects as needed to meet department needs.
Trains Surveillance Observers.
Monitors day-to-day activities of the team.
Addresses and/or retrains when performance deficiencies are observed.
Performs audits of logs, forms, and reports to ensure Surveillance Observers comply with CCCH, Department, and governing agencies policies and procedures, including CCCH’s Emergency Action Plan.
Ensures Observers are kept informed of shift-to-shift and day-to-day operational changes, pertinent issues, improvements, changes, and promotions.
Performs department attendance and P.T.O. audits monthly or as directed.
Conducts Surveillance Training and ensures all Surveillance Observers receive and participate in the required training.
Coaches and counsels for training or correction, as needed.
Conducts video reviews as requested by authorized individuals.
Maintains control of access to Surveillance Offices as per the approved Surveillance Access List.
Maintains accountability of Surveillance Evidence.
Fills-in for other Supervisor absences as directed by the Manager.
Ensures all assignments are conducted in a timely manner and the results forwarded to the Manager.
Keeps the Surveillance Manager advised of incident and daily activities for each shift.
Prepares and delivers Surveillance Observer performance evaluations, as directed.
Maintains a high level of confidentiality in all Casino/Surveillance issues.
Performs other duties, as assigned.