Surveillance Shift Manager

Position Summary

Supervise shift operations, organization and allocation of duties of the monitoring room team. Responsible for managing the efficient operation of Surveillance shifts, ensuring the monitoring and analysis of all gaming and cash handling areas. Ensure that The Grand Ho Tram Strip’s operational activities are afforded a high level of revenue Protection and conducted with the highest levels of integrity. Perform all duties in accordance with The Grand Ho Tram Strip’s policies and within the realm of The Grand Ho Tram Strip’s Mission Statement. All responsibilities are to be performed in accordance with departmental and company policies, practices and procedures, as well as within the framework and intent of the Vision of The Grand Ho Tram Strip property.

Responsibilities

• Liaise with management level personnel of other departments.
• Liaise with personnel from outside agencies & local authorities when authorized.
• Communicate effectively.
• Actively support and lead by example with company and department standards and objectives.
• Supervise and direct the operation and daily activities of the monitor room team to ensure an efficient and effective operation.
• Provide guidance, instruction, performance coaching and counseling to Surveillance team members.
• Establish a proactive approach to monitor room operations with emphasis on the observation, detection and proving of suspicious and illegal activity.
• Create a respectful and harmonious workplace with a team and result based approach.
• Actively set tasks and provide direction for the shift.
• Delegate workload and duties responsibly.
• Ensure that assignments and routine duties are completed to department SOPs.
• Ensure compliance with all company and department policies and procedures.
• Coach, counsel and discipline as per company/department guidelines.
• Provide feedback to team members in a timely manner.
• Compile file notes and feedback for performance reviews.
• Ensure a strong working knowledge of department SOPs and related manuals and systems, review these for relevancy and for clarification of issues.
• Apply initiative in dealing with situations (backed by department SOPs).
• Maintain records and files for the department in accordance with department SOPs.
• Review and approve documents and reports and observations generated by the team.
• Review reports, statistics and data from various company and department information systems.
• Undertake project duties as required and/or assigned.
• Compile and prepare in depth shift reports, summaries and logs.
• Provide complete support to Surveillance management.
• Other duties as required by the Surveillance Manager.

Qualifications

• Minimum of 7 years international multi - casino surveillance experience and at least 5 years management experience.
• Previous supervisory experience in a large surveillance monitor room.
• Must present a well-groomed appearance.
• Ability to communicate fluently in the English language of the workplace both verbally and non-verbally.
•  Knowledge and experience of CCTV/Surveillance systems usage. 
• Customer service and delivery focused. Ability to manage a large scale monitors room team on a shift basis.
• Building and managing a diverse workforce.
• Must be able to work various shifts including weekends and holidays.
• Extensive knowledge of cheating and game protection issues.
• Exceptional and professional communication skills, both oral and written.
• Highly organized, ability to multi-task, superior problem solving skills and detail-oriented.
• Recognized experience in hiring, training and empowering employees who are also held responsible and given consistent feedback.
• Capacity to foster productive relations with peers and assure teamwork is the prevailing way to do business.
• Be able to flourish in a face-paced, busy environment while maintaining stamina and positive mental attitude.
• Excellent guest service skills. Ability to respond to handle difficult or stressful situations with tact and diplomacy.
• Proficient in MS Word, Excel, PowerPoint, Exchange and Outlook