Surveillance Supervisor

Caesars Entertainment•Baltimore, MD

1d•Onsite

About The Position

Implement procedures and oversee personnel in the Surveillance Department. Directly supervises a number of surveillance operators. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Implement approved procedures, train, schedule, supervise, and evaluate personnel. Specifically supervise and coordinate activities related to the surveillance of gaming tables, slot machines, cashiers' cage, and slot booth operations including the audio-video taping of count room operations. Review all Daily Activity Reports and prepare shift reports. Support and maintain Horseshoe courtesy guidelines. Promote outstanding guest relations. Perform other duties as assigned. Inspires others by demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all employees. Conveys positive energy and enthusiasm focusing on the customer interaction. Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements. Communicates service problems and team plans in buzz sessions and facilitates problem-solving meetings with team. Immediately addresses service issues and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events. Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them. Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy. Addresses employee performance issues, coaches for improvement and provides ongoing feedback. Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance. Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, completes performance reviews timely. The term “management" includes duties such as interviewing; training; selecting and adjusting rates of pay and hours of work; directing the work of employees; maintaining production; appraising employees’ productivity and efficiency for purposes of recommending promotions or other changes (evaluations); handling employees’ grievances and complaints; disciplining employees; planning work; providing for safety and security; and monitoring or implementing legal compliance matters. Recommends disciplinary action or disciplines employees.

Requirements

High School Diploma or equivalent
Must be 21 years of age or older
High degree of professional and personal integrity/ethics
Must have basic computer and arithmetic skills
Must be able to obtain/maintain a gaming license through the MLGCA
Able to work day, evening or overnight shifts, including holidays and weekends
Able to speak, read and understand English
Able to complete an on-the-job 90-day training program, with various tests and assessments
Able to be alert in a high-risk environment
Able to follow detailed procedures and ensure accuracy in documentation and data
Able to carefully monitor gauges, instruments, or processes
Able to concentrate on routine work details
Able to organize and maintain a system of records
Able to respond calmly in crisis and mentally stressful situations
Able to make rational decisions
Able to lift and carry up to 20 pounds
Able to respond to audible and visual cues and alarms
Able to sit for extended periods of time
Able to control a joystick and inputs on keypads
Able to speak clearly and comfortably on a phone and/or handheld radio
Must have good personal hygiene and a professional appearance

Responsibilities

Directly supervises a number of surveillance operators.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Interviews and trains Team Members.
Plans, assigns, and directs work.
Appraises performance.
Rewards and disciplines Team Members.
Addresses complaints and resolves problems.
Implements approved procedures.
Trains, schedules, supervises, and evaluates personnel.
Supervises and coordinates activities related to the surveillance of gaming tables, slot machines, cashiers' cage, and slot booth operations including the audio-video taping of count room operations.
Reviews all Daily Activity Reports and prepares shift reports.
Supports and maintains Horseshoe courtesy guidelines.
Promotes outstanding guest relations.
Performs other duties as assigned.
Inspires others by demonstrating a high level of commitment and energy in all endeavors.
Consistently demonstrates superior customer service skills and acts as a positive role model for all employees.
Conveys positive energy and enthusiasm focusing on the customer interaction.
Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements.
Communicates service problems and team plans in buzz sessions and facilitates problem-solving meetings with team.
Immediately addresses service issues and follows up to ensure guest satisfaction.
Keeps team well informed of property promotions and events.
Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them.
Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy.
Addresses employee performance issues, coaches for improvement and provides ongoing feedback.
Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance.
Consistently follows company policies, procedures and industry regulations.
Maintains accurate and up-to-date employee records.
Completes performance reviews timely.
Conducts interviews.
Selects and adjusts rates of pay and hours of work.
Directs the work of employees.
Maintains production.
Appraises employees’ productivity and efficiency for purposes of recommending promotions or other changes (evaluations).
Handles employees’ grievances and complaints.
Disciplines employees.
Plans work.
Provides for safety and security.
Monitors or implements legal compliance matters.
Recommends disciplinary action or disciplines employees.