Director Of Casino Surveillance

Job Number
24161107
Job Category
Loss Prevention & Security
Location
San Juan Marriott Resort & Stellaris Casino, 1309 Ashford Avenue, San Juan, Puerto Rico, United States
Schedule
Full-Time
Located Remotely?
N
Relocation?
Y
Position Type
Management
JOB SUMMARY
The Director of Casino Surveillance is responsible for managing the daily operation of the Surveillance Department. All duties are performed within the guidelines of the property's policies and procedures, Internal Control standards, and local, state, and federal regulations. The Director of Casino Surveillance demonstrates effective leadership and management skills during the execution of their duties. Responsibilities include protection of guests and property, protection of assets, associates, , accident and fire prevention, and response. Verifies all areas of the casino are safe and secure. Maintains logs, certifications, and documentation required by law and Standard Operating Procedures (SOP). Strives to continually improve guest and associates satisfaction while maximizing the financial performance of the department.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 5 years' experience in the casino surveillance/security/loss prevention or related professional area.
OR
• 2-year degree from an accredited university in Criminal Justice or related major; or 2 years' experience in the casino surveillance/security/loss prevention or related professional area.
CORE WORK ACTIVITIES
Managing Surveillance Operations
• Assists in the development and implementation of emergency procedures.
• Conducts investigation of all losses of property assets and refers to proper management for disposition.
• Deploys casino surveillance staff to effectively monitor and protect property assets.
• Complies with all Corporate surveillance safety and security management guidelines and procedures.
• Conducts periodic patrols of entire property and parking areas.
• Recognizes successes across areas of responsibility.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Identifies and makes recommendations for minimizing physical hazards and unsafe work practices.
• Implements action plans to monitor and control risk.
• Maintains required reports and documentation regarding patrols of property and parking areas.
• Provides means for obtaining necessary medical attention on a timely basis.
• Leads Casino Surveillance team.
• Celebrates successes by publicly recognizing the contributions of team members.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to associates, including setting performance standards and monitoring performance.
• Serves as a role model to demonstrate appropriate behaviors.
• Solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Strives to improve service performance.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Ensuring Exceptional Customer Service
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Empowers associates to provide excellent customer service.
• Meets quality standards and customer expectations on a regular basis.
• Incorporates guest safety and satisfaction as a component of departmental meetings with a focus on continuous improvement.
Conducting Human Resources Activities
• Prepares minimum staffing requirement for the Surveillance Department.
• Brings issues to the attention of Human Resources as necessary.
• Completes proper documentation and reports all guest and associate incidents.
• Conducts hourly associate performance appraisals according to Standard Operating Procedures (SOP).
• Completes disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the properties review process.
• Administers property policies fairly and consistently.
• Maintains all applicable certifications required for Casino Surveillance Agents.
• Handles guest problems and complaints.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaches or instructs others.
• Provides services that are above and beyond for customer satisfaction and retention.
• Plans, directs, implements, and manages the activities of the Surveillance Department, including recruitment, employment, training, associate relations, and communications.
Operational Responsibilities
• Directs the daily operation of all monetary tasks and transactions throughout the casino property including but not limited to automated bill breakers, gaming vouchers, coupon redemptions, and jackpot payouts.
• Responsible for the clandestine surveillance of the operation of, and gaming conducted at, slot machines; automated bill breakers, gaming voucher redemption machines; the cashier cage, and any satellite cage.
• Monitors the video recording of activities in the count room and the video recording of movements of cash and slot cash storage boxes.
• Responsible for the detection of cheating, theft, embezzlement, and other illegal activities with the property.
• Monitors the daily operations of the casino cage as well as any satellite cages.
• Responsible for the detection of the presence of any person who may be or is required to be excluded or ejected from the casino or is self-excluded from the gaming floor and gaming activities.
• Responsible for the video recording of those locations, persons, activities, or transactions required and of any illegal and unusual activities monitored by the surveillance department.
• Responsible for the clandestine surveillance of any slot computer system or equipment designated for coverage by the Board in conjunction with the approval of a slot machine system, including a slot monitoring system, casino management system, wide area progressing system, gaming voucher system and any communication equipment with the central control computer.
• Responsible for providing immediate notice to managers designated in the internal controls and the casino compliance representatives upon detecting, and also upon commencing video recording of, a person who is engaging in or attempting to engage in , or who is suspected of cheating, theft, embezzlement, a violation of this part or other illegal activities, including a person who is required to be excluded or ejected from the casino or is self-excluded from the gaming floor and gaming activities.
• Verifies compliance with all local laws and both the company and regulators rules and regulations.
• Organizes routine random surveillances and audits surveillance as required.
• Works with security team to resolve problems and disturbances.
• Works closely with the Security Department to prevent the loss or damage of company assets.
• Maintains a strong personal working relationship with local and State law enforcement members.
• Maintains licensure as required by the local regulator.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Develops and maintains a working relationship with local law enforcement authorities.
• Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.
• Provides information to supervisors, coworkers, and subordinates by telephone, in written form, email, or in person.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
Be
where you can do your best work,
begin
your purpose,
belong
to an amazing global team, and
become
the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International.
Be
where you can do your best work,?
begin
your purpose,
belong
to an amazing global? team, and
become
the best version of you.