HCVR Telecommunicator - Level 1 (Full Time; Third Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

 

POSITION TITLE: Security Officer

DEPARTMENT: Security 

JOB GRADE/FLSA STATUS: H9--Non-Exempt

BADGE TYPE/COLOR: Key--Blue

REPORTS TO:  Supervisor, Security 

SUPERVISES:  N/A

 

JOB SUMMARY:

Enforce policy and control procedures, to provide a safe and pleasurable environment for guests and employees.

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (TRAINEE):

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Chain of Command: Officers – Supervisor –Shift Managers – Manager – Vice President (Surveillance/Security)
• BOC: Classroom Training of expectation during Security Officer Trainee’s training period
• One week of forty-hour training academy – To successfully pass the academy, Trainee required obtaining a score of 90% average on quizzes/test 
• Five (5) days field training will consist of On-The-Job Training (shadowing). Trainee will be evaluated by Field Training Officer (FTO). Trainee will be evaluated at the end of each shift
• Once VOC/Shadowing is successfully accomplished, Trainee progressed as level 1 Security Officer who will be assigned to a shift and Supervisor

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 1): Verify and guard all currency transfers

• Post at all entrances to enforce policies and enforce Project 21
• Resolve customer disputes professionally
• Verify and escort Game Technicians 
• Issue and inventory badges for visitors and vendors
• Provide and maintain service standards to guests as set by department
• Work closely with surveillance
• Work closely with local Emergency Services 
• Retrieve and verify lost and found items
• Patrol parking lots (Per approval of Risk Management);; direct traffic; assist with valet parking
• Responsible for filing reports on safety, OSHA, lost and found, and any other incident of liability

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 2):

• Demonstrate advanced proficiency in Level 1 duties
• Must Demonstrate proficiency in report writing
• Respond to emergency situations calmly
• Resolve customer disputes professionally
• Successful rating on last performance appraisal
•  Pass a proficiency test on Level 1 officer responsibilities with a score of 90 or above
• Pass an Internal Control test with a score of 85 or above
• No more than (5) attendance points
• Must obtained level two (2) Security Department for at least (3) months continuous employment
• No more than (1) minor (36.3) write up within a year

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITES (LEVEL 3A):

• Valid driver’s license required with no more than one (1) DUI convictions or 3 or more moving violations, 3 or more traffic citation convictions in the past 3 years (from date of conviction) or conviction for suspension or conviction for at fault accident within the last 3 years required
• Demonstrate advanced proficiency in all technical skills and Level 1 & 2 duties
• Possess and demonstrate the ability to handle difficult situations/guests well
• Role model in providing great customer service to our players 
• Learn and greet guests by name and build relationships with guests
• Seek coaching from supervisors to improve performance
• Ability to perform special tasks as needed
• Step up in emergency situations and lead team through the proper emergency procedures
•  Sponsor new hires during orientation period (knowledge of 10 codes, internals, regulations, positions of posts, etc as needed)
• Able to produce reports in spreadsheet analysis format as needed
• Able to operate eviction database
• Demonstrate a high level of guest service skills
• Demonstrate consistent support of Management and Company decisions
• Role model of Professionalism, which includes promoting an environment free of rumors and negativity
• Provide accurate information to supervisors (staffing needs, training needs, guests need)
• Answer co-worker questions and know where to obtain additional information
• Assist the supervisors in understanding the Security officer perspective
• Complete special projects in timely fashion
• CPR and First Aid Certified
• Highly successful rating on last performance appraisal
• Demonstrate proficiency in report writing and must complete 20 report 
• Must work one week on each shift within 6-month of becoming a level 3A 
• No minors (36.3) write ups

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITES (LEVEL 3B): Successfully pass a proficiency test on Level 2 officer responsibilities with a score of 90 or above

• Pass an Internal Control test with a score of 90 or above
• Pass testing in handling difficult guests/situations with a score of 90 or above
• No more than (5) attendance points
• Employed in the Security Department for at least (1) year with continuous documented employment 
• Scored all top box if officer has been Spotlighted since reaching Level 2 officer status
•         ALL levels required to:
• Exhibit sound decision-making with emphasis on motivating team and maintaining high morale
• Demonstrate consistent support of Management and Company decisions
• Participative member of the team by volunteering and being involved with projects, committees, and task forces by providing input and suggestions.
• Knowledgeable of all departmental policies/procedures
• Expert of the Internal Controls as set forth by the TGC
• Adhere to regulatory departmental and company policies/procedures in an ethical manner

 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• Candidates MUST complete C.A.R.E certification training and pass the CARE test within 30 days of hire required
• Must enter department as a Trainee/ Level 1 position and successfully completed all those duties and responsibilities
• Position must require service dates (2 weeks trainee/90 days as level 1) and pass all duties/skill test prior to moving proficiency ladder
• Six months to one -ear previous customer experience preferred
• Must demonstrate the following essential knowledge and skills:
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
• Complete knowledge of all internal controls
• Complete knowledge of all emergency procedures
• Excellent attendance in previous positions
• Willing to learn and be adaptable
• Attention to detail/observant
• Comfortable under surveillance
• Neat, professional appearance with excellent personal hygiene

 

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to lift, carry, push, and/or pull up to 100 pounds
• Must be physically capable of performing MACH Controlled Force Tactical Training
• Must be able to be on feet/stand/sit for an 8-hour shift
• Must be able to stoop, bend, reach, kneel, twist, climb and grasp items
• Must be able to operate in mentally and physically stressful situations
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak and understand English
• Must be able to maneuver in all areas of the casino and hotel
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
• Must be able to work a flexible schedule including weekends, evenings and holidays 

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary.        9.28.20

• Proud to have opened our doors in September 2015.
• Located approximately one hour west of Harrah’s Cherokee Casino Resort in Murphy, NC. We’re about two hours from Knoxville, Chattanooga, and downtown Atlanta.
• Distinguished by our seven-story Hotel Tower, offering 300 guest rooms and 27 deluxe rooms.
• Made to entertain with 70 table games, including blackjack, roulette, craps, and 1,100 slot machines.