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

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 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

Qualifications and Experience

Skills/ Competencies

Personal Competencies

(Position Filled) Surveillance Shift Manager, Casino - Europe - €36K + Accommodation, Flights, Bonus etc…