Shift Manager - Surveillance

Description

The primary responsibility of the Shift Manager - Surveillance is to supervise the operation and daily activities within the surveillance room to ensure that all gaming activities are conducted in accordance with state and federal regulations as well as company policies and procedures. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

• Supervises the activities within the surveillance room.
• Ensures department’s adherence to state regulations, company policies, and departmental procedures.
• Investigates and monitors any and all illegal activity.
• Questions and interrogates suspected offenders of misdemeanor and felony acts.
• Interacts with local, state, and federal law enforcement officials in the investigation of criminal activity.
• Assists in overall responsibility for the maintenance and upgrade of the surveillance systems
• Promotes teamwork among Surveillance Operations Department team members.
• Reports all matters pertinent to the Manager - Surveillance. 
• Advises management on internal control and policy improvements set forth to protect company assets. 

• Completes all paperwork in accordance with Pennsylvania Gaming Control Board and approved Wind Creek standards. 
• Ensures divisional/departmental compliance with Wind Creek’s customer service standards.
• Provides superior customer service to all internal and external customers in compliance with Wind Creek’s Customer Service Standards.
• Ensures compliance with departmental and overall property policies and procedures.
• Ensures compliance with Pennsylvania Gaming Control Board internal controls.
• Responsible for divisional or departmental compliance with all Pennsylvania Gaming Control Board rules and regulations.
• Plans, develops and directs staffing, training and supervision for all division or department team members.
• Develops and fosters an environment of teamwork and interdepartmental cooperation.
• Performs additional duties as directed by management. 
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 

• Interview and make recommendation of candidates for new hire.

• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Conducts skip level meetings with departmental management and line level staff.
• Conducts divisional/departmental staff meetings at least once per month.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek’s customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

• Associate degree in Criminal Justice or a related field and two (2) years’ casino industry surveillance experience required. 
• OR three (3) years’ casino industry surveillance – required 
• OR one (1) year as a Wind Creek Surveillance Agent with Dual Rate Supervisor experience – required...  
• Must have advanced mathematical skills required to comprehend casino games operated on the property and to be able to interact with accounting departments, when necessary.  
• Must be able to read, write and comprehend English.  
• Must be able to apply common sense understanding to carry out and implement written and oral instructions.   
• Ability to comprehend and deal with the criminal element of the casino industry.   
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.