Surveillance Supervisor
Viejas Casino & Resort, San Diego’s Premier Four Diamond Gaming and Resort destination, is looking for an Surveillance Supervisor to join our team.
The Surveillance Supervisor is responsible for overseeing the day-to-day activities of surveillance personnel in the monitoring of all facilities within the Viejas Casino and Resort. Your will be responsible for training and developing staff, assigning work, meeting completion of deadlines, interpreting and ensuring consistent application of organization policies. In addition, you will ensure the protection of Tribal assets, the security of patrons, and employees; assures a high standard of integrity and honesty in all casino gaming operations and related support services.
We are looking for team members who are reliable, outgoing, and who believe that providing great guest service is the key to success.
Viejas Casino and Resort is a proud recipient of the AAA Four Diamond award. The resort features world class gaming with 2,500 slot machines, exciting table games, bingo and off-track betting. Our multiple hotel towers have more than 230 luxury rooms and 190 VIP suites. Viejas Casino and Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse, Baron Long Bar & Grill, Ginger Noodle Bar, the Café, and the Daily Roast. The Viejas Outlet Center features not only shopping but also a Bowling Alley, Arcade, and Southern California’s largest outdoor roller rink.
Viejas recognizes that its team members and their diversity are vital to our success and invite you to join our team.
Viejas offers its team members:
- Health, Dental, and Vision Benefits
- Medical and Dependent Flexible Spending Accounts
- Accident, Critical Illness, and Disability Insurance
- Paid Time Off
- 401(k)
- Employee Assistance Programs
- Career Advancement Opportunities and
- Tuition Reimbursement
Guest Focus
- Ensures guest service experience is maintained at, or above established Viejas’ standards.
- Resolves guest disputes in a reasonable, professional, and equitable manner.
- Recommends and implements business process improvement measures to increase guest satisfaction.
- Attends and supports all guest service training courses; ensures that all team members in the unit attend as required.
- Maintains knowledge of and ensures team members are aware of current marketing promotions and/or special events.
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Leadership**
- Supervises, lead, and motivates team members and creates a productive and positive work environment.
- Supervises and provides guidance to surveillance personnel in monitoring the facilities within Viejas Casino and Resort for detection and video taping of illegal and/or unusual activities such as cheating, theft, embezzlement or other activities which may be suspicious or threatening to the guests or team members.
- Provides continual feedback to Surveillance Director on all pertinent information relating to surveillance operations.
- Conducts department personnel performance appraisals and ensures performance standards are achieved by the staff.
- Provides training to surveillance new and existing personnel.
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Workforce Management**
- Assists with tracking and managing daily schedule changes including coverage for call offs; determines who to cut early to save on labor.
- Participates in and/or makes recommendations on employment actions such as hiring, firing, promotion and disciplinary actions.
- Participates in workforce planning efforts.
- Implements and monitors department policies and procedures for identifying workforce hazards and assessing risks.
- Ensures team members have a safe working environment and proactively addresses any unsafe conditions.
Game Compliance and Monitoring
- Follows established procedures and advises all affected personnel on gaming procedures, policies, rules, and regulations.
- Assists with policy and/or regulations to ensure integrity in all aspects of gaming.
- Ensures department rules, policies, and procedures are followed by surveillance personnel and takes appropriate corrective measures to ensure compliance.
- Ensures all sensitive/restricted areas of the gaming facility and electronic access systems are effectively monitored.
- Monitors all gaming-related areas including table games, slot machines, cage cashier, count room, etc. to ensure adherence to gaming regulations and in-house internal controls.
- Monitors other nongaming departments and personnel activities and transactions for compliance.
Game Investigations
- Performs overt and covert investigation involving theft, crime, gaming violations, and violations of gaming regulations and internal controls.
- Advises on criminal activities or of person involved in these activities.
- Coordinates with casino management and security to ensure tribal assets are protected.
- Coordinates and work with local, state, and federal law enforcement in the in criminal and/or civil investigations that occurred on company property.
- Follows up on investigations and reviews on patron disputes and provides recommendations to the Surveillance Director.
- Makes extended exclusion recommendations to Surveillance Director.
- Participates in any court actions relating to gaming violations in order to represent facts as obtained by the department.
Surveillance Reports
- Reviews surveillance reports for accuracy, ensuring applicable facts and observations are included.
- Extracts, evaluates, analyzes, and interprets data from various databases.
- Maintains daily log and reports to ensure that adequate and accurate information on surveillance activities are kept for future access.
Administrative
- Maintains and repairs all surveillance equipment.
- Maintains current technical knowledge of the operation of slot machines and all other games of change offered in the facility.
- Reads and responds to emails on a daily basis.
- Ensures office and other supplies are available.
- Attends all required training and meetings.
- Performs other duties as assigned.
Interaction
- Interacts with team members, subject matter experts, management, and department heads
Supervision
- Oversees the work of a team of at least three or more non-exempt team members within a work unit. Responsible for training, planning, assigning, and directing work, appraising performance, rewarding and disciplining team members.
Required Skills
Knowledge and Skills
- Through knowledge of all table games such as blackjack, roulette, poker, craps, pai gow, etc.
- Knowledge of state and federal laws pertaining to gaming.
- Knowledge of surveillance techniques.
- Proficient in card counting, advantage play, basic strategy, game protection, and facial recognition.
- Proficient in the operation of surveillance equipment.
- Excellent verbal, written and interpersonal communication skills with the ability to write concise/factual reports.
- Proficient in using spreadsheet and ability to analyze statistical data.
- Have keen observation skills and ability to make snap decisions.
- Ability to deal with problem involving several concrete variables in standardized situations.
- Ability to investigate, document and testify.
- Ability to work in a high stress environment.
- Must be able to work flexible shifts, nights, weekends, and holidays.
Required Experience
Education/ Certification
- Must be 21 years of age.
- Possess a high school diploma or general education degree (GED) required.
- Associate’s degree preferred.
- 3 to 5 years of casino surveillance experience.
- 1 year of experience in supervisory experience.