Surveillance Officer

Surveillance Officer

Surveillance Officer is responsible for observing, documenting, and reporting on all activity on property to protect property assets as well as guests and team members. The Surveillance Officer observes activities that occur in all gaming and non-gaming areas.

Essential Job Functions :

• Reports all incidents observed on shift to the Director of Surveillance and / or Surveillance Managers
• Always monitor all areas of the property, identifying potential criminal activity, suspicious activity, safety concerns, and other violations and report them to appropriate individual or entity
• When assigned to the CCTV monitoring room, actively patrol the facility using pan, tilt, and zoom cameras and record all pertinent activity on the digital recording system. Maintain events as they occur and complete incident reports as circumstances dictate
• Must be able to deal with high volume customer interactions and be consistently outgoing, upbeat and cheerful
• Builds guest relations throughout every shift by talking with customers and making them feel welcome, comfortable, and inviting them back
• Observes all activity within assigned area offering assistance to all guests
• Observes activity and reports anything that is out of the ordinary
• Capable of handling routine customer complaints and incidents and exhibits the appropriate discretion to identify situations that require the attention of management personnel; effort is given to resolve all situations in a manner that maintains positive guest relationships
• Ensures all guests are kept in play by providing friendly and helpful service at all interactions
• Utilizes open body language, politely speaks with and assists guests as needed
• Assists in maintaining a spotless facility by disposing of any cups, glasses or bottles left by guests
• Maintains paperwork accuracy and efficiency within department / property standards
• Adheres to regulatory, departmental, and company policies in an ethical manner and encourages others to do the same
• Empowered to resolve guest disputes quickly and efficiently up to a pre-determined amount. Otherwise, ensuring a manager is notified immediately to resolve the situation
• Other duties as assigned

Experience and Qualifications :