• Surveillance Supervisor

    Location US-WV-Charles Town
    Posted Date 1 month ago(12/14/2018 11:44 AM)
    Job ID
    Casino Property
    Hollywood Casino at CharlesTown
    Position Type
    Regular Full-Time
  • Overview

    The Surveillance Supervisor promotes and maintains the utmost integrity and the highest caliber customer service to all customers, employees and others at Charles Town Races by overseeing the performance and training of Surveillance staff on shift.

    Your daily responsibilities include

    ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following.  Other duties may be assigned.


    Oversees the activities of surveillance staff on shift.  This includes but is not limited to identifying and recording questionable activity for review and possible use as evidence.


    Performs the duties of a Surveillance Agent as necessary.


    Oversees the performance and training of surveillance staff on shift.  Issues manager-approved corrective communications.


    Disseminates information regarding procedural policy and changes.


    Prepares daily logs of all pertinent activity and reviews Agent’s logs.  Saves and keeps a record of video/audio information for possible future use.   Creates and maintains files of surveillance activities and data.


    Responsible for new Agent training including but not limited to OSHA, SARCs, On-boarding and Surveillance policies and procedures.  Also is responsible for the set-up, upkeep and training of the workstation computers.


    Ensures proper staffing at all times.


    When assigned to the CCTV monitoring room, this person “patrols” the facility through the use of pan, tilt and zoom cameras and records all pertinent activity on the surveillance logs. 



    Monitors the facility entrances, validation cashier’s cage, money vaults, concessions areas,  mutuel teller areas, all money handling activities, and count rooms.   Observes the conduct of the employees and customers.  Reports suspicious activity when observed.


    Advises appropriate management of actions taken in cases of cheating, theft or embezzlement.


    Ensures the proper functioning of equipment.


    Maintains familiarity with all WV lottery laws and regulations, company policies and procedures and strictly adheres to them.  Consults with appropriate management regarding West Virginia Lottery violations.


    Identifies and responds to different alarm sounds, i.e. panic, fire and door.


    Ensures that all company and department policies and procedures are adhered to.


    Testifies on behalf of the company for criminal/civil proceeding, as requested.


    Responsible for department payroll; monitors employee attendance, PTO and time keeping.


    Participates in department recruitment, selection, training, recognition, separation and other human resources related issues.


    Evaluates staff performance and provides feedback.


    Complete understanding and adherence to disciplinary policies including but not limited to coaching and counseling staff and the use of the progressive discipline to modify performance.


    Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.


    Ensures that staff behavior and appearance are in compliance with established standards.


    Maintains a professional work environment with management and staff.   Maintains harmony among staff and resolves grievances.


    Maintains complete confidentiality of all company information at all times.


    Participates in meetings and trainings as required.


    Performs all job duties in a safe and responsible manner.


    Performs other duties as may be assigned by department and/or company management.


    To be successful in this position it will require the following skill set


    This position directly supervises Shift Supervisor.



    To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 



    A high school diploma or equivalent is required and a minimum of one year of related experience


    Language Skills

    Ability to read, analyze, and interpret and comprehend technical procedures and routine business documents, instructions, and correspondence/memos; write reports, business correspondence and procedures; effectively present information and responds to questions from management and/or staff.  Capable to respond effectively to sensitive inquiries or complaints. 


    Mathematical Skills

    Ability to accurately calculate figures and amounts applicable to business needs.


    Reasoning Ability

    Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret a variety of technical instructions.  Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.


    Certificates, Licenses, Registrations

    Must obtain licensing with the West Virginia Lottery and Racing Commissions every year of employment.


    Other Qualifications                                                

    Must be a minimum of 21 years of age.  Knowledge of all casino games and casino operations.  Results oriented, hands-on professional with the ability to interact with the public, staff and colleagues.   Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.  Must demonstrate leadership and fairness in dealing with customers and employees; and possess the ability to instill a sense of pride and personal responsibility in staff.  Knowledge of Windows based computer programs such as Word and Excel.  Champion of Red Carpet Customer Service and building positive team spirit.  Previous customer service experience preferred.  Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate. 


    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing the duties of this job, the employee:  must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and others.   Is regularly required to sit, stand; walk and move through all areas of the casino; speak; hear; use hands to finger, handle or feel; reach with hands and arms.   

    The employee frequently is required to reach with hands and arms, talk and hear.  The employee is occasionally required to stoop, kneel, crouch, or crawl.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.  Excellent hand/eye coordination to operate camera switching controls.


    Work Environment

    The work environment characteristics describe here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, and risk of electrical shock.  The noise level in the work environment is moderate.  However, while performing the duties of this job, the employee may be in an environment where smoking is permitted and higher than normal noise levels.


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