Job Title: (Position Filled) Surveillance Shift Manager - Casino
Salary: €36K + Accommodation, Flights, Bonus etc…
Location: Europe
Position Summary
The Surveillance Shift Manager manages the efficient ongoing operation of Surveillance, ensuring the monitoring and analysis of all gaming and cash handling areas at the property.
The Surveillance Shift Manager also ensures that operational activities are afforded a high level of Revenue Protection and conducted with the highest levels of integrity.
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
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 Employees
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.
Executes Other Duties as Directed including
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
Collecting, analysing & organising information
Communication ideas & information
Planning & organising activities
Working with others in a team
Solving Problems
Qualifications
Qualifications and Experience
Experience in Surveillance Supervisory/Management role for minimum 5 years
High School degree or experience relevant to the position
Tertiary Education desirable
High Level of Casino Game Protection
Microsoft Office Suite literate
Skills/ Competencies
High level of professionalism and integrity
Good organisational skills and time management
Observant, attentive and aware
Attention to detail
Proven interpersonal skills
Ability to communicate in English (written and verbal)
Personal Competencies
Displays a high commitment to delivering results
Leads others to achieve business objectives
Communicates effectively
Achieves agreed objectives and accepts accountability for results
Displays the highest level of integrity
Ability to maintain discretion
Self-motivated
Approachable
TO DISCOVER MORE ABOUT THE OPPORTUNITY PLEASE SEND YOUR CV TO CHRISTINE@GRS-RECRUIT.COM
