GENERAL SUMMARY
The Surveillance Manager is responsible for assisting the Surveillance Director in the daily operation and activities of the Surveillance Department. In additions, monitor casino activities, transactions, and report requirements; investigate and reports deficiencies and/or violations and conduct follow-up. Ensure the protection, integrity and honesty of Tribal assets, the security of patrons, and team members.
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CORE SCOPE OF POSITION
- Supervises 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.
- Participates in and/or makes recommendations on employment actions such as hiring, firing, promotion and disciplinary actions.
- Develops, implements, and maintains training programs for the department personnel.
- Assists the Surveillance Director in preparing schedules for personnel and payroll transactions as needed.
- May be assigned director responsibilities in the absence of a director.
- Implements and monitors department policies and procedures for identifying workforce hazards and assessing risks.
- Ensures all sensitive/restricted areas of the gaming facility and electronic access systems are effectively monitored.
- Ensures department rules, policies, and procedures are followed by surveillance personnel and takes appropriate corrective measures to ensure compliance.
- Follows established procedures and advises all affected personnel on gaming procedures, policies, rules, and regulations.
- 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.
- 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.
- 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.
- Reviews and approves proposed casino promotional events.
- 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.
- Attends all required training and meetings.
- Performs other duties as assigned.
INTERACTION
- Interacts with team members, subject matter experts, management, and department heads.
SUPERVISION
- Directly supervises and manages team members in the Surveillance Department.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Skills
EDUCATION/CERTIFICATION
- Bachelor’s degree or equivalent experience.
EXPERIENCE
- 5 years of related surveillance, regulatory, or law enforcement experience or training; or equivalent combination of education and experience.
- 2 years of supervisory preferred.
- 2 years of surveillance experience in a casino environment.
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
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