Position Summary

The Assistant Shift Manager, Surveillance assists the efficient ongoing operation of Surveillance, ensuring the monitoring and analysis of all gaming and cash handling areas at property.

Primary Responsibilities

Leads small teams

Provides team leadership, leading by example
Plans, organises and allocates responsibilities according to business needs
Sets performance and professional standards for team members through example
Maintains team performance by promoting a positive work environment
Represents team concerns to the superiors
Motivates, coaches and counsels staff in a timely manner, ensuring all counselling sessions are appropriately and accurately documented
Maintains employee morale and professionalism by promoting a positive work environment

Monitors staff performance and attendance

Provides performance feedback to staff in a professional manner
Recognises and resolves performance and attendance issues
Conducts performance appraisals in accordance with the Company’s Performance Management System
Maintains accurate employee records

Manages an effective relationship with internal customers

Monitors and manages the professional image presented by the Surveillance department in all dealings with customers, whether in person, by telephone/radio, electronically, etc.
Monitors and adjusts customer service to meet the customers’ requirements and expectations
Ensures all situations are handled discreetly and confidentially providing an example of the professional behaviour required by the Surveillance department

Supervises work operations

Maintains and manages workplace records, ensuring reports, log entries, etc. are completed accurately and in a timely manner
Solves problems and makes decisions, providing assistance to team members when handling difficult/sensitive situations
Directs work flow according to business needs, ensuring camera coverage is maintained of required incidents, managing incidents and ensuring relevant departments and personnel are kept informed, and they are completed accurately and in a timely manner
Manages the implementation and application of policies and procedures relating to gaming and cash handling areas, ensuring compliance is maintained, and that appropriate legislation is abided
Instigates and monitors the implementation of Surveillance procedures
Drafts communications and reports, ensuring they are distributed and filed appropriately

Works with colleagues and customers

Ensures relevant information is communicated effectively and in a timely manner to appropriate customers and team members
Maintains a professional relationship with customers and team members, ensuring approachability and discretion
Maintains a professional image

Manages Occupational Health & Safety (OH&S) in the Workplace

Ensures the maintenance of all statistical information for the department by checking all logs and recording the information from the logs in the appropriate work file

Deals with conflict situations

Identifies conflict situations
Resolves conflicts situations
Responds to customer complaints, deals and documents the issues and outcomes accurately and in a timely manner

Assists in the training of new and existing employee

Coaches new Surveillance team members on the job
Coaches team members on an individual basis, presenting new information accurately and in a timely, approachable manner

Confidentiality & Policy

Safeguards all confidential information whilst exercising due care to prevent its improper disclosure or use
Complies with all company policies, rules, regulations, procedures and department ethics; and performs all duties in accordance with the highest professional standards at all times

Additional

Deploys to other properties on a temporary or a more permanent basis
Assists in pre-opening planning and operational execution for any new properties or extension to existing properties
Assists the Manager, Surveillance Training & Recruitment with preparing Performance Reviews, compiling other performance data and conducting formal and informal training where required
Assists with other assigned Special Projects and assignments as required
Adheres to all company policies and procedures
Reports accidents, injuries and unsafe work conditions to superiors and relevant departments
Performs other reasonable job duties as assigned by superiors from time to time

Key Performance Indicators

Qualifications and Experience

Skills/ Competencies

Personal Competencies

(Position Filled) Casino Surveillance - Assistant Shift Manager - Europe - €32K-€33K + accommodation, flights, bonus etc.