o Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
o Maintain professionalism at all times when working with other team members and/or guests.
o Responds to calls requesting the need for surveillance coverage.
o Conducts surveillance through the CCTV system utilizing the necessary equipment to identify record and document procedural violations and unusual activities.
o Communicates violations in a timely manner to appropriate Management personnel and follows up with accurate and detailed documentation, prepares additional reports when applicable.
o Supervises activities related to the surveillance of Table Games, VLT machines, cash booth operations, mutuel windows, sports betting the count rooms and the monitor room on a daily basis.
o Supervises the flow and accuracy of all communications outside the department while on duty.
o Reviews and approves all logs prepared by the Surveillance Officers for quality and accuracy.
o Conducts and attests to the accuracy of review results conducted while on duty.
o Assigns duties to staff personnel
o Covers staffing shortages when necessary.
o Assists in training and evaluation of monitor room employees.
o Documents performance and policy issues for management review within the department.
o Documents equipment malfunctions.
o Manages digital storage as required.
o Must understand the Internal Controls and enforce Company, Departmental and Delaware Lottery Policies and Procedures.
o Responsible for compliance with all related State and Company Regulatory requirements.
o Communicate (both written and verbal) with and promote positive team member and guest relations.
o Attends court as needed and testifies in cases involving Surveillance recordings and documents.
o Performs all other duties as assigned.
o Minimum of Two (2) years of experience as a surveillance officer in a casino monitor room preferred with knowledge of Table Games and Poker procedures.
o Must be able to successfully complete and maintain the background check and licensing process, required by the Delaware Lottery during employment.
o Must have knowledge of VLT Operations, Finance Areas, Security and Gaming Regulatory Controls and Regulations.
o Vision must be correctable to 20/20.
o Must possess excellent written and verbal communication skills.
o Act with discretion and maintain confidentiality in handling sensitive information.
o Ability to read and interpret documents.
o Knowledge of computer software including Microsoft Word and Excel.
o Must be able to sit for long periods of time without difficulty.
o Must be able to work a flexible schedule according to business needs, including evenings, weekends and holidays and mandatory overtime when necessary
o Must be able to work in a fast paced environment and effectively communicate with guests, co-workers and management.