Surveillance Supervisor

AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the day-to-day Surveillance operations and projects while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests. Ensures employee and guest compliance and conforms to all Tribal. Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations, while maintaining and enforcing the Isleta Resort and Casino’s rules of play. Protects and ensures the integrity of the Isleta Resort and Casino’s assets and gaming operations by way of observing and truthfully reporting all activities throughout the Isleta Resort and Casino while remaining in compliance with all company policies and procedures and laws to create a cooperative, safe, respectful and quality work environment.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Departmental Leadership:

• Gathers, investigates, and documents illegal activities by way of observation, videotape footage, written reports, and other means.
• Reports any irregularities observed within the Isleta Resort and Casino’s operations to the Director of Surveillance.

• Prepares organized and thorough reports such as Daily Activity Log, incident reports, special reports, and deviation reports.

• Ensures all video and/or audio recording equipment and associated equipment are operating properly.
• Observes money exchange activities, i.e., buy-ins, color ups, color downs, and cash outs.

• Participates in ongoing casino games training, including, but not limited to, Black Jack, Caribbean Stud Poker, Pai-Gow, Craps, Roulette, Keno, Bingo, Baccarat, and all other casino games to include basic strategy, money-management systems and card counting to identify and report cheating techniques on live games, Bingo, slot machines, Count room, drops, change banks, and the Vault. 
• Ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Verifies gaming chip purchases with cash at the gaming tables.

• Establishes effective communication lines and/or methods.
• Enforces confidentiality and operational security.
• Observes Table Games, Electronic Gaming Device areas, cash handling operations, Soft Count and Hard Count rooms, armored car pick-ups and all areas where currency redeemed, and other required areas.
• Conducts special surveillance assignments as delegated and required to include close-watch assignments and video reviews.

Personnel & Administrative Tasks:

• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement. 
• Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives.
• Administers planning sessions and performance reviews on behalf of management.
• Provides new employee orientation; trains and/or provides adequate training for team members through coaching, counseling, and motivation.
• Conducts regularly scheduled shift meetings.
• Performs both overt and covert surveillance activities of the Isleta Resort and Casino, including but it’s not limited to; team members, vendors, contractors, and guests via Closed Circuit Television (CCTV) to ensure full compliance with applicable regulations, internal controls, policies, procedures, by-laws, state/local laws and gaming ordinances.

• Occasionally performs duties of subordinates and other duties as need. 

Accountability and Supervision:

Directly supervises the Surveillance Agent.

Administers supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, directing work, addressing complaints and resolving problems. 

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required.
• One (1) year prior Casino Surveillance Operator/Agent experience, required.
• One (1) year supervisory and/or leadership experience in a casino surveillance environment, preferred.
• Prior knowledge and experience with card counting, basic strategies preferred.
• Prior investigative and evidence handling techniques/experience, preferred.
• Prior knowledge of money handling procedures and experience, preferred.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain a Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Must successfully pass a basic skills assessment with an 80% or higher.
• Must successfully pass way point agreements throughout evaluation period with an 80%or higher

Knowledge, Skills, and Abilities

• Must be familiar with gaming-related placement of CCTV cameras in accordance with industry standards.

• Must be able to stay abreast of Casino surveillance technology advancement. 
• Must be familiar with and possess a moderate understanding of integration techniques for all associated systems such as Fire Suppression, access control system, panic alarms, and public address system.
• Must be well versed with, educated, and understand the operation digital electronic test equipment, of dual trace oscilloscopes, video test monitors, and low distortion audio frequency function generators.
• Must be able to participate in all ongoing Casino game training programs
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must possess strong critical and analytical thinking skills.
• Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
• Must have thorough knowledge of and be skillful in managing subordinates and providing direction, planning, and organizing.
• Must be able to clearly and effectively communicate innovative ideas and project updates.
• Must be able to take direction and feedback well.
• Must possess strong critical and analytical thinking skills.
• Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
• Must possess the ability to make sounds and accurate decisions.

Physical Demands and Work Environment

• Must possess a high level of hand-eye coordination and correctable vision to 20x20.
• Must be able to lift, move, and place 25 pounds.
• Must be able to sit for extended periods of time and view monitors at close range/proximity.
• Must be able to view monitors with or without 20/20 correctable lenses in order to identify activities.
• Must be able to hear with or without listening device in order to hear Security radios to identify activities.

Working Conditions:

Work is generally performed in a cold office setting and Casino environment with possible exposure to second-hand smoke and a high noise level. Occasionally may be required to interact with hostile and/or angry guests.  

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.