HCVR Telecommunicator - Level 1 (Full Time; Third Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

22h•Onsite

About The Position

Perform specialized communication functions by operating a two-way radio base station, answering incoming calls, obtaining pertinent information, and dispatching Security Officers and/or other necessary personnel to provide guest assistance and to promote the operation of the casino in a safe, timely, and efficient manner. Maintain quality communication relations with all guests, employees, and the community.

Requirements

High school diploma or GED required
One-year dispatch experience or equivalent security experience preferred
Must pass the Telecommunicator proficiency exam within 90 days required
Valid driver’s license required with no more than one (1) DUI convictions or 3 or more moving violations, 3 or more traffic citation convictions in the past 3 years (from date of conviction) or conviction for suspension or conviction for at fault accident within the last 3 years required
Must demonstrate the following essential knowledge and skills:
Attention to detail and observant
Neat, professional appearance with excellent personal hygiene
Comfortable under surveillance
Complete knowledge of internal controls and emergency procedures
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
Problem solving and analytical skills are required to make decisions with speed and accuracy
Requires skill in the operation of the central phone system and a working knowledge of two-way radio communication system
Requires a thorough knowledge of casino terminology and the ten codes
Requires the ability to assess the totality of the situation and execute calls with speed and accuracy
Must be able to elicit information necessary to ensure proper dispatching
Requires the ability to communicate effectively and to speak clearly, distinctly, and courteously
Must have working knowledge of location and meaning of alarms equipment used by all departments
Must have a working knowledge of code 700-fire and code 1300-bomb procedures on all emergency manual procedures
Accuracy in record keeping is crucial as clerical or other errors may affect business and future case work and case handling by the courts; and could possibly result in a lawsuit against the department providing service, Harrah's Cherokee Valley River Casino & Hotel, and/or the Telecommunicator
Creative, resourceful and assertive in obtaining necessary information from callers to ensure proper response time and safety
Neat, professional appearance with excellent personal hygiene

Nice To Haves

Demonstrate advanced proficiency in Level 1 duties
Demonstrate proficiency in report writing
Successful rating on last performance appraisal
Successfully pass a proficiency test on Level 1 officer responsibilities with a score of 90 or above
Pass an Internal Control test with a score of 85 or above
No more than (5) attendance points
Must obtained level two (2) Security Department for at least (3) months continuous employment
No more than (1) minor (36.3) write up within a year
Demonstrate advanced proficiency in all technical skills and Level 1 & 2 duties
Possess and demonstrate the ability to handle difficult situations/guests well
Role model in providing great customer service to our players
Learn and greet guests by name and build relationships with guests
Seek coaching from supervisors to improve performance
Ability to perform special tasks as needed
Step up in emergency situations and lead team through the proper emergency procedures
Sponsor new hires during orientation period (knowledge of 10 codes, internals, regulations, positions of posts, etc. as needed)
Able to produce reports in spreadsheet analysis format as needed
Able to operate eviction database
Demonstrate a high level of guest service skills
Demonstrate consistent support of Management and Company decisions
Role model of Professionalism, which includes promoting an environment free of rumors and negativity
Provide accurate information to supervisors (staffing needs, training needs, guests need)
Answer co-workers questions and know where to obtain additional information
Assist the supervisors in understanding the Security officer perspective
Complete special projects in timely fashion
CPR and First Aid Certified
Highly successful rating on last performance appraisal
Demonstrate proficiency in report writing and must complete 20 report
Must work one week on each shift within 6-month of becoming a level 3
No minors (36.3) write ups
Adhere to regulatory, departmental and company policies/procedures in an ethical manner

Responsibilities

Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
Maintain and record all of the security departments functions utilizing dispatch logs
Execute daily communications to supervisors on emergency, personnel, and customer disputes
Receive and make phone calls for the casino, guests and all emergency services including 911, Police Department, Fire Department, EMS, Locksmith and towing services
Operate two-way radio equipment to maintain contact with security and all other departments
Perform daily radio inventory of two-way radio devices in the security department
Perform daily key inventories of the security department
Perform monthly inventory of all Lost & Found items
Respond to all calls for assistance to guests and all departments
Dispatch Officers and vehicles to answer requests for assistance
Provide information concerning the business of the Casino
Provide directions to the Casino
Maintain and post information on persons with criminal or civil action pending
Maintain logs as required by policies, procedures, and guidelines contained in the Internal Controls Manual
Log: communication, vehicles, guest evictions, lost and found, badging system, cameras, medical supplies, vital logs, radio, mailroom, wanted persons, code 700-fire and code 1500-bomb
Maintain security by monitoring entrance and exit of authorized visitors, vendors, and personnel
Assign the appropriate badge through a badging procedure
Contact will occur on a routine basis with guests, departments, personnel, vendors and visitors
All contacts are for the purpose of exchanging or providing information and require a high degree of tact, diplomacy, and professional decorum
Dispatch has access to information from the casino, TGC Inspectors, and Surveillance, which can be considered confidential and should only be disclosed to authorized personnel
Adhere to all Internal Control confidentiality policies and procedures
Relay pertinent data to officers, personnel, and emergency services in a timely and concise fashion
Must maintain constant staffing while performing duties of this job