Job Description

Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Successbe haviors and FOCUS skills. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next. Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness. Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs of the guest and provides fast, flawless service. Executes all service programs to assure prioritization of service to very best guests. Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist. Promotes Caesars Rewards program sand Caesars Rewards registration and membership. Provides a warm farewell and thanks guests for visiting. Promotes Harrah’s and always projects Harrah’s in a positive light to guests.

• Must be able to sit or stand for long hours observing numerable CCTV screens.

• Protects assets and maintains the integrity of the company using CCTV (Closed Circuit Television) and floor observations.

• Provides a safe environment for our employees and guests.

• Assists the Shift Supervisor in their

• duties as assigned.

• Assists the shift supervisor in the supervision and direction of Surveillance Agents in performing their duties and procedures of the company.

• Assist Supervisor in preparation of schedules and daily paperwork. Provide supervision and leadership in the supervisor’s absence. Perform all duties of a Surveillance Agent when necessary.

• Operates all surveillance equipment, including, but not limited to, VCR’s, monitors, switchers, computers, controllers and cameras.

• Provides CCTV and personal observations of all departments and applicable job functions to assure compliance with established laws, regulations, policies, procedures and internal controls.

• Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.

· Must be able to work and maneuver in close quarters.

· Must be able to respond calmly in crisis and stressful situations.

· Must be able to see and, also, remember the specific details of incidents and persons.

· Must be able to lift up to 50 pounds.

· Must be able to operate the following equipment: VCRs, monitors, switches, computers, controllers, and cameras.

· Must be able to give court testimony when necessary and write detailed reports.

· Must be able to work overtime or change shifts on short notice.

· Must be able to read, write, speak and understand English.

· Must be able to tolerate areas containing second hand smoke, high noise levels, bright lights and dust.

• Previous supervisory experience preferred.

• A minimum of two years casino surveillance or a combination of casino surveillance, Law Enforcement or Loss Prevention/Security is required.

• A thorough working knowledge of all casino operations is required.

• Must possess excellent customer service, communication, organizational and writing skills.

• Must have a working knowledge of PGCB gaming regulations.

• Must be 21 years of age. Must be able to work any day of the week and any shift.

• Must have basic computer operational skills.

• Must be able to get along with co-workers and work as a team.

• Must present a well-groomed appearance. Must be able to formulate effective, understandable, well written reports.

• Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time.

• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board.