Surveillance Manager

Location: Arlington,Washington,United States

Wage: DOE

Company Standards 
At Angel of the Winds Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all. 
 

Responsibilities 

• Oversees the daily operations of the surveillance department, oversees departmental management and consults with the director frequently. 
• Create, implement and assess training on surveillance techniques, gaming procedures, regulatory compliance, report writing, and equipment operation.
• Ensures that team members are trained regarding updates or changes in regulatory requirements.
• Communicates with all department heads to ensure property protection and compliance.
• Monitors and observes the external and internal activities of Angel of the Winds Casino Resort activities, taking appropriate action, when necessary, based upon analysis and common sense.
• Reports any issues, investigations or violations to the Director of Surveillance.
• Ensures surveillance documentation, reports, investigations and violations are organized and to department standards.
• Ensure Surveillance Department operations meet all applicable Minimum Internal Control Standards(MICS), Internal Controls and department policies.  
• Observes asset transports, entries to secured areas and any other observations needed to protect the assets and interests of the casino and information.
• Identify operational vulnerabilities and recommend loss prevention strategies.
• Conducts and oversees investigations involving: Internal theft, External theft, Cheating scams/Advantage play, Policy violations, Guest disputes, Cash variances, Workplace misconduct and Safety/Security incidents.
• Ensures CCTV monitoring system and retention complies with regulatory standard and is in good working condition, will coordinate upgrades, troubleshooting and preventive maintenance.
• Cooperates with department managers on matters of concern to find viable mutual solutions.
• Cooperates with local law enforcement in the prevention and reporting of criminal activity with the gaming facility.
• Reports any violations of company policies and procedures, internal controls, Gaming Regulations and Title 31 requirements, gaming compact and/or any state and federal laws.
• Analyze situations as they occur and take appropriate action.
• Selects, hires, trains, evaluates, terminates, schedules and recommends salary increases for staff.  
• Must learn, comprehend and comply with all company policies and procedures, internal controls, Gaming Regulations and Title 31 requirements.
• Protects the gaming interests and assets of the casino at all times.
• Work nights, weekends and holidays as required.
• Monitors gaming activities, cash handling areas, cage operations, count room, and non-gaming areas for violations, theft, fraud, and suspicious activity.
• Foster a professional, ethical, and team-oriented department culture.
• Coordinate with Security, HR, Compliance, Finance, Tribal gaming and external agencies during investigations.
• Testify in court, hearings, or regulatory proceedings as needed.
• Develop schedules, manage budget and maintain department records.
• Analyze incident trends and provide recommendations.
• Assist in emergency response and critical incident management.
• Performs other duties as assigned. 

 
 Qualifications

• Exceptional guest service skills required.
• Casino surveillance or relevant supervisory experience is required.
• Comfortable working in an isolated environment, with little social interaction.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.  
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain and develop, departmentally, professional, courteous, and effective working relationships with all levels of the organization and outside business contacts. 
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare and present reports, correspondence, charts, forms and other information and instructions for audiences, frontline to executive level.
• Proven expert skills, and the ability to train others in casino database systems (iTrak, SDS, CMP, Tableau, BJSurvey, etc), report writing, investigating and auditing.
• Proven expert skills, and the ability to train others in rules, cheat detection, and advantage play methods in all table games (Blackjack, Baccarat, Craps, Roulette, Pai Gow Poker, Ultimate Texas Hold ‘em,).
• Training knowledge of all aspects of the Econnect fraud detection POS program and datamining software.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/III gaming license from the Stillaguamish Tribal Gaming Agency and Washington State. 
   

Physical Demands and Work Environment 
Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour, 7 days a week work operation.