Shift Manager - Security

Description

The primary responsibility of the Shift Manager - Security is to be responsible for the daily security operation of an assigned shift. Assist in developing goals and objectives for the Security Department and insuring consistent enforcement of property policies, rules and regulations as well as Security Department procedures. Interact with guests and team members of Wind Creek Bethlehem LLC (“Wind Creek”) to provide continuous superior protective services. All duties are to be performed in accordance with departmental and Wind Creek policies, practices, and procedures.

POSITION RESPONSIBILITIES

• Oversees the daily operation of a Security Department shift.
• Determines staffing needs; organizes and coordinates personnel, equipment, and resources; and ensures effective and efficient handling of workload.
• Introduces and oversees training programs for new Officers - Security on an assigned shift.
• Supervises or conducts investigations of criminal activity and team member conduct and interview suspects, victims and witnesses.  Directly supervises all arrests and detentions.
• Communicates with Officers - Security prior to the beginning of the shift to announce policy and procedure changes, pertinent information from previous shifts, upcoming special events, and job-related information.
• Ensures safety practices are followed, reports observed hazards and oversees or conducts investigations of guest and job-related accidents.
• Inspects personnel, facilities and equipment; corrects irregularities and issues necessary security equipment to Officers - Security to assure completion of security duties and assignments.
• Communicates regularly with the Director - Security about changes, observations and recommendations concerning Security Department operations.
• Oversees or conducts training and development of Officers - Security to ensure they have the skills necessary to complete their duties and assignments.
• Monitors team members’ performance, conducts performance appraisals and recommends salary changes.
• Counsels and disciplines security staff on sub-standard performance.
• Reviews all reports compiled on the shift for factual, readable, thorough and timely information and ensures follow-ups for reports needing further investigation.
• During emergencies, responds to the appropriate command center, assumes direct command of emergency procedures until executive staff arrives and then performs the role of advisor.
• Maintains a highly visible profile, monitoring Officers - Security in the field performing their assignments and activities and frequently patrolling and inspecting hotel facilities.
• Handles guest complaints and disputes, notifying appropriate manager and conducting further investigations as needed.
• Completes all paperwork in accordance with Pennsylvania Gaming Control Board and approved Wind Creek standards.

• Ensures divisional/departmental compliance with Wind Creek’s Standards of Steel customer service standards.
• Provides superior customer service to all internal and external customers in compliance with Wind Creek’s Standards of Steel Customer Service Standards.
• Ensures compliance with departmental and overall property policies and procedures.
• Ensures compliance with Pennsylvania Gaming Control Board internal controls.
• Responsible for divisional or departmental compliance with all Pennsylvania Gaming Control Board rules and regulations.
• Plans, develops and directs staffing, training and supervision for all division or department team members.
• Develops and fosters an environment of teamwork and interdepartmental cooperation.
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 
• Interview and make recommendation of candidates for new hire.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Conducts skip level meetings with departmental management and line level staff.
• Conducts divisional/departmental staff meetings at least once per month.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek’s customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

• Four (4) years’ experience in civilian or military law enforcement, casino/hotel security, or industrial security.
• One (1) year experience in law enforcement or military leadership required.
• CPO or CLSS certification preferred.
• BLS and CPR certification required.
• FEMA 100/700 certification or have the ability to maintain in six (6) months of start date required.
• Working knowledge of federal, state and local laws pertaining to law enforcement and gaming.
• Must possess a valid U.S. Driver’s License.
• Excellent verbal and written communication skills, with demonstrated ability to investigate incidents, interview witnesses and draft legible, factual reports.
• Ability to react professionally and rationally to emergency and pressure situations.
• Knowledge of general first aid and CPR.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 50 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to push/pull 200 pounds.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.