Surveillance Agent

Description

Essential Job Functions:

• Must portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of always providing exceptional service.
• Conducts investigations into all casino related accounting activities including gaming machines, all cashiering operations, count room and fill bank.
• Coordinates investigations with appropriate casino personnel.
• Ensures effective communication between all areas of the building and casino as it relates to the guest experience.
• Provides coaching counseling and recommendations for recognition to encourage excellent performance in all areas.  Promotes excellent guest service.
• Investigates complaints of employees and makes recommendations to the lead surveillance operators and the director of surveillance.
• Provides observational security in the casino and related public and support areas pursuant to departmental operating procedures.
• Conducts employee background investigations and internal employee investigations.
• Prepares follow-up to criminal reports when necessary.
• Prepares Surveillance Reports as required.

• Understand and comply with established appearance standards.
• Understand and comply with the attendance policy of the casino.
• Understand and comply with the Eye-Hi-Goodbye program.

• Provides excellent customer service and employee relations.
• Must be knowledgeable and ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.
• Performs other related duties as may be assigned by reporting senior.

• Regular attendance is required.

Core Competencies & Equipment Knowledge:

• Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
• Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team members; listen well.
• Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
• Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
• Flexibility: Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.  
• Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
• Respect: Able to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
• Team Centered- Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
• Equipment Knowledge-Able to operate various types of office equipment including, but not limited to; personal computers, printers, 10 key adding machines, copy machines, FAX machines, telephone, typewriter, and other departmental related systems.      
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Physical Demands & Work Environment:

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate. Flashing lights from slot machines and band lighting.

Qualifications

Qualifications:

• High school diploma or GED preferred.  Technical school or formal apprenticeship may be required.
• Must have an In-depth knowledge of federal/state laws and local ordinances or regulations pertaining to security surveillance, life/safety requirements, and applicable elements of employment law.
• Experience with and knowledge of applicable federal, state, and/or regulatory agency reporting requirements regarding security and gaming surveillance.
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Requires the knowledge, skills, and abilities to work with personal computers, AV systems, player tracking card systems, gaming devices, safety equipment, etc.
• Requires a knowledge of all casino games as well as a comprehensive knowledge of security and casino related department procedures and regulations.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.