A Security Officer provides for the safety and protection of guests, team members, and company property. Anticipates potential problems and seeks ways to prevent disruption, injuries, and prohibited conduct from occurring on company premises. Responds to emergency situations as requested and takes appropriate steps to rectify problems and at the same time minimize casino liability. All duties are to be performed in accordance with departmental and company policies, practices, and procedures.
Major Responsibilities & Duties:
Monitoring, documenting and reporting internal and external violations, unsafe conditions, potential hazards, suspicious persons and activities; prepares electronic statements via a non-gaming record keeping system
Enforcing restricted access by unauthorized guests
Observing cashier transactions, cage supervisor transactions, slot/table drops, chip transfers; escorts cash and cash equivalent transfers.
Must be attentive, friendly, helpful and courteous to all guests, managers and fellow employees and communicate in a pleasant, friendly and professional manner at all times
Tagging and reporting found property; transferring items to Lost and Found
Conducting regular patrols of the facility interior and exterior as directed
Conducting frequent announcement over the P.A system
Escorting guests and team members as directed
Performing identification checks as required
Referring disputes to the Security Supervisor and Shift Manager
Performing crowd control as directed
May enroll guests in the Self-Exclusion Program
Liaising and communicating effectively with all appropriate operational departments
Developing and cultivating strong working relationships with all stakeholders (guests, ownership and team members)
Completes daily cheque audits
Ensuring compliance with licensing laws, health and safety and other statutory regulations
Maintains a presence – patrols the facility; conducts door duty and crowd control
Maintains surveillance of the facility and gaming activities
Identifies, records and reports unusual or suspicious activities
Executes emergency procedures and protocols; provides First Aid to guests and employees
Maintains detailed and accurate logs; gathers and submits information for reporting; assists with investigations
Liaise with Game-Sense Advisors as required, and promoting Game-Sense to our guests.
Responsible for the safety and well-being of staff and guests
Patrol areas assigned by Security Supervisor.
Check doors, windows, locks and building interiors for signs of damage or theft.
Provide information, guide traffic or respond to complaints and maintain order.
Watch for intruders, sometimes through the use of electronic surveillance systems.
Issue and receive controlled key sets, and Vendor, through internal controls.
Respond to service calls for escort, gaming chip fills/credits, money transport, and audits.
Security Officers post and/or patrols internal and external casino property to prevent and respond to security incidents.
Prevents underage gambling via access to casino floor by following identification verification procedures.
Responds to suspicions of problem or underage gambling and alcohol or drug intoxication in accordance with established procedures and protocols.
Interviews guests and employees when security incidents occur.
Contacts shift manager when security situations require intervention beyond scope of authority.
Obtains assistance for accident victims.
Assists management and enforcement officers in emergency situations.
Writes detailed security reports, maintaining daily security notebook
Answers security calls and dispatches officers to assist per departmental standards and protocols.
Responds to emergencies in accordance with established procedures.
Answer telephone switchboard
Receive and Issue courier packages
Issue Guest Tags
Issue billiard equipment and supplies
Assist in floor cleanliness
Ability to work outside continuously in inclement weather conditions and complete snow removal when required.
Control TV/ Radio stations
Exclusively patrols external casino property to maintain safety and security of guests and team members outside of the building and in the parking lots at all times.
Patrol team members will assist guest and team members with disabled vehicles, traffic, enforcement of authorized parking and other duties as assigned
Assists in preparation of reports as required.
This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.
Ensure compliance with all provincial statues
Drilling of table cards, card transfers, card inventory
Patrols and/or periodically inspects assigned areas constantly on the lookout for undesirable persons whose presence on the property is not considered to be in the best interest of the hotel/casino management or its guests.
Investigates all incidents, accidents, and/or events to include: taking initial report and conducting interviews with appropriate follow-up.
Maintains a visible and accessible profile among casino guests and team members to create a sense of security, to deter potential problems, and to answer questions.
Monitors suspicious persons in the hotel/casino, particularly those attempting to enter an unauthorized area.
Maintains a professional appearance.
Communicates with other security personnel via two-way radios, using establishes "10-codes".
Answers questions or inquiries from guests.
Skills, Knowledge, & Abilities Required:
Must be 19+
A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
Understanding of yourself and others when communicating with team members and Guests
Ability to handle multiple tasks at one time
Previous security experience an asset but not required
Previous surveillance and security experience/training preferred
Experience using surveillance equipment and software such as audio and video equipment is a strong asset
1-2 years demonstrated security/surveillance experience. (Preference will be given to experience in a casino environment)
Education in related field of study including law enforcement would be a definite asset.
Trained in self-defence and diffusing difficult situations without the use of force would be a definite asset.
Ability to maintain calm and perform duties under stressful conditions.
Exceptional interpersonal and communications skills (verbal and written).
Demonstrated report writing and incident investigation skills.
Experience, Training, Certification, and Education:
Completion of Gaming Security Officer (GSO) training/exam will be required within 90 days of start
High school diploma or equivalent required, post-secondary education an asset
The ability to successfully obtain a Criminal Record Check through the Gaming Policy and Enforcement Branch (GPEB)
First Aid Level 1 mandatory. First Aid Level 2 an asset but not required
WHMIS an asset
Appropriate Response Training to be completed prior to working
Anti-Money Laundering to be completed prior to working
Counterfeit Training
Must have Serving It Right certification prior to working
Strong communication and public relations skills
Previous experience or training in security an asset
Ability to multi-task and prioritize
Ability to be adaptable and flexible with work schedule
Exceptional organizational, problem solving and conflict resolution capabilities
Good knowledge of MS Office and Outlook
Can understand, speak and write English; fluency in other languages an asset
English only on the gaming floor.
A commitment to continually increase your knowledge of our products and A willingness to learn, develop and achieve new skills for personal and professional development services in order to offer exceptional experiences to our guests
Responsible for providing professional and exceptional customer service in accordance with established company standards
Be an advocate for Superior Customer Service: Lead-By-Example and demonstrate the “Eye, Hi, See you soon”, and 5 core value model during every interaction (Family, Winning, Industry, Quality, and Honesty).
Identify opportunities to improve Operational Standards and efficiencies.
Maintain strict confidentiality
A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence
Working Conditions:
Busy casino environment with constant loud noise constant wear of ear piece, and radio
Security officers work with many people but should have the physical ability to protect themselves if attacked by an aggressive person.
Ability to stand and/or walk for long periods of time, kneel, run, bend and jump
Security officers often have to handle and transport materials that are over 25lbs.
Ability to work outside completing different tasks for each season.
