at Penn National Gaming in Joliet, Illinois, United States
Job Description
We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.
Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!
+ Responsible for supervising staff and the overall daily management of a designated shift in the Surveillance department. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives.
+ Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and overall coverage mandated by Gaming regulations.
+ Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
+ Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
+ Knowledge of and enforcement of all gaming laws and regulations which apply to the functions and duties of the Surveillance Department for which this position is responsible.
+ Partners with property departments to design and conduct highly sensitive investigations to facilitate fact-finding probe into potentially illegal or inappropriate activities.
+ Act as direct liaison between surveillance room activities and the Surveillance Director/Manager and assume responsibility for the efficient operation of the Surveillance Department or assigned shift, in absence of Director/Manager.
+ Participate in the hiring process by attending interview and making recommendations in staffing.
+ Responsible for the overall integrity of daily operations, ensures compliance with all regulatory, internal control, and policies and procedures.
+ Safeguards company assets at all times.
+ Submits all appropriate reports when incidents, infractions, and violations occur.
+ Examine and analyze the physical property, processes and procedures to oversee and enforce compliance policies.
+ Serve as liaison with gaming regulators, public law enforcement, and other agencies as it relates to Surveillance by maintaining a positive and constructive relationship, in absence of Surveillance Manger or Director of Surveillance.
+ Review financial reports to ensure Surveillance operation efficiency and quality control.
+ Conduct, supervise and prepare reports relating to any incident that is reported.
+ Oversee the management of attendance and time records.
+ Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
+ Maintains strict confidentiality in all departmental and company matters.
+ This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and cast members.
+ Other duties as assigned.
ADDITIONAL DUTIES/JOB DIMENSIONS
Regular attendance in conformance with the standards, which may be established by Hollywood Casino from time to time, is essential to the successful performance of this position. Cast Members with irregular attendance will be subject to Hollywood Casino disciplinary action procedures up to and including termination of employment.
MARQUEE CUSTOMER SERVICE & ACES
Retaining guests is essential to the success of our business and Marquee Customer Service keeps our customers coming back! We go above customer courtesy with Marquee Service by delivering ACES for all of our guests. It is your responsibility to apply ACES in every interaction you have at Hollywood Casino both with our guests and with your fellow co-workers. It will be your job requirement to deliver Marquee Customer Service at all times in every situation.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
+ Bachelor’s degree (B.A.); one to two years of casino Surveillance experience or equivalent combination of education and experience.
+ Must have thorough knowledge of casino operations, casino games, casino cheating and embezzlement scams, etc.
+ Comprehensive knowledge of video surveillance systems.
+ Comprehensive knowledge of video surveillance systems and database software. Advanced computer knowledge; proficient in all Microsoft applications to include email use, incident report data entry, and report writing.
+ Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
SUPERVISORY RESPONSIBILITIES
This job may or may not have supervisory responsibilities.
+ Responsible for staff development and training programs.
+ Responsible for rewards and recognition program to maximize employee engagement.
+ Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
+ Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
+ Manages work procedures and expedites workflow.
+ Provides recommendation for employee performance (disciplining, coaching, and counseling).
LANGUAGE SKILLS
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
REASONING ABILITY
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Must successfully complete Responsible Gaming training.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and use hands to, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this
