Job Description

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.

• 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; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor gauges, instruments, or processes; concentrate on routine work details and organize and maintain a system of records

• Able to respond calmly in crisis and mentally stressful situations, and can 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

• $65,000-$80,000 salary range

• 40 hour scheduled work week, with consecutive days off, generally static

• Bi-weekly pay dates

• PTO, 401(k), Medical, Dental, Vision, Life & Disability Insurance