AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for protecting the Isleta Resort and Casino’s assets to include, but is not limited to, employees, vendors, and patrons by way of observing and reporting, truthfully, concisely, accurately and completely, all activities throughout the Isleta Resort and Casino. Promotes and exhibits World Class Guest Service to all Isleta Resort and Casino guest while ensuring the integrity of the employees’ vendors, patrons and games offered the gaming operation.

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.

• Performs both overt and covert surveillance activities of the Isleta Resort and Casino.
• Ensures full compliance of internal and external guests, via Closed Circuit Television (CCTV), regulations, internal controls, policies and procedures, by-laws, and gaming ordinances.
• Observes specific areas to include, but are not limited, to the following:  Table Games, Electronic Gaming Device areas, Cage transactions, Count Room, armored car pick-ups and all areas where currency is redeemed.
• Conducts special surveillance assignments as delegated and required, to include special observations and reviews.
• Gathers, investigates, and documents suspicious/illegal activities by way of, observation, video footage, written statements, to include evidence.
• Maintains confidentiality concerning all aspects of department.
• Reports any irregularities observed within the gaming operation, back of the house, parking lots, etc., to the Surveillance Supervisor, Dual/Rate Supervisor, and/or Director of Surveillance.
• Reports all incidents, truthfully, accurately, completely and concisely without prejudice or bias.
• Prepares thorough incident reports, special reports, and deviation reports.
• Ensures all equipment is operating properly.
• Stays current with information on known trends such as cheaters, counters, and scams.
• Performs all tasks and related duties assigned by the Shift Supervisor and/or Dual/Rate Supervisor and or Director.
• Must be familiar with all department operational policies, procedures, NIGC MICS, Gaming Compact and internal controls while maintaining constant observation for deviations.
• Records all activities in the Activity Log.
• Must be familiar with cheating techniques on live games, Bingo, slot machines, Count, drops, and Vault.
• Performs spot checks and audits as required by the Shift Supervisor, Dual/Rate Supervisor, and Director via CCTV.
• Participates in ongoing casino games training, including, but not limited to, Blackjack, Caribbean Stud, Poker, Craps, Roulette, Pai-Gow, Mini-Baccarat, Bingo, and all other casino games to include basic strategy and card counting.
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Occasionally performs other duties as assigned.

Accountability and Supervision:

• Agents are accountable to their Supervisors, tht Surveillance Manafer and Director

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required.
• One (1) year Security Officer, Retail Loss Prevention Agent, Corrections Officer, Law Enforcement Officer, Casino Surveillance Operator/Agent, Police Officer, or Military experience, preferred.
• Any Table Games Dealer experience is desirable.
• Prior investigative and evidence handling techniques and experience, preferred.
• Prior cash handling experience, preferred.
• Prior casino games 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 able to take direction and feedback well.
• Must possess moderate computer skills and be able to operate the Isleta Resort and Casino’s surveillance equipment and Microsoft applications and software.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.
• Must possess strong organizational and time management skills while paying close attention to details such as spelling, numbers, and grammar. 
• 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 be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess a strong commitment to the organizational goals and objectives while showing the utmost discretion and loyalty to the organization when dealing with confidential information and data.
• Must possess the ability to make sound and accurate decisions.
• Must possess strong critical and analytical thinking skills.
• Must be able to work a flexible and varying schedule to include evenings, weekends, holidays, and inclement weather.
• Must be able to perform repetitive work according to set procedures, sequence, and pace.

• Must be well versed in modern surveillance and security methods.
• Must be knowledge of first aid and fire safety procedures and training methods.

Physical Demands and Work Environment

•  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 specific activities.
• Must be able to hear with or without listening device in order to hear audio/Security radios to identify activities.
• Must be able to lift, move, and place 25 pounds.
• Must have high level of hand-eye coordination.

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.