Job Details
Job Description
JOB SUMMARY
- The Security Officer Dispatch position is a customer contact, public relations area in addition to the normal duties, with most contact via the telephone. It is important to relate to the guest with respect, concern, and courtesy. Security Officers Dispatch will be required to know the floor plan of the property and know the operating times of the various facilities for the purpose of giving directions and providing customers with accurate information requested.
- Security Officers Dispatch will routinely patrol assigned areas while providing guest assistance, being alert for suspicious circumstances or individuals, gaming violations, possible theft, safety hazards or related concerns, medical emergencies, or damage to Caesars Entertainment properties. The Security Officer Dispatch must know where all emergency equipment and exists are (phones, fire extinguishers, emergency exit's, etc.). Any incident which would warrant security intervention will be immediately relayed to Security Officers Dispatch by the observing Officer. Regardless of where an Officer is assigned, the Security Officer Dispatch should be prepared to respond to assist fellow Officer's at any time.
- Security Officers Dispatch will display a professional, courteous, and a respectful demeanor always.
QUALIFICATIONSThe following qualifications will be required for the Security Officer.
- High school graduate or equivalent is required
- 3 years preferred prior security experience as a dispatcher.
- Prior experience is a position with direct guest contact is preferred.
- Ability to manage several tasks at once
- Must possess good oral and written communication skills along with a good working knowledge of basic computer programs
- Must be able to obtain and possess a Maryland Gaming Card, an Alcohol Awareness Card (AES), and have a current and valid Maryland Driver's License.
- Must be able to work any day of the week and any shift
RESPONSIBILITIESSecurity Officers Dispatch are to attempt to provide protection from any element, factor, or situation, which may jeopardize the welfare, security, and integrity of team members, guests, their personal properties, and company assets. Security Dispatch will be critical position of Security Operations throughout the property and will be operated as a command post, communications center and dispatching station for Security Operations and operational support. The Security Officer Dispatch will have specific responsibilities to include, but not limited to the following areas and criteria:
JOB RESPONSIBILITIES / DUTIES - Every Security Officer Dispatch will greet guests and fellow team members with a friendly and sincere welcome.
- Security Officers Dispatch will be well versed in communicating with patrons over the telephone, and present a pleasant, courteous personality.
- Security Officers Dispatch will verify that all required equipment is on hand and functioning properly.
- Security Officers Dispatch will possess the ability to effectively perform in the areas of data entry for all applicable programs, will possess the ability to remain calm and professional, particularly during stressful situations, and will effectively multitask handling duties of the position to include phones, radio, monitors, camera locations and operation.
- Security Officers Dispatch will routinely review accessible video cameras and report all malfunctions to appropriate personnel.
- Security Officers Dispatch will have a thorough knowledge of all camera coverage and required sequencing to perform all reviews of all observed incidents.
- Security Officers Dispatch will maintain a watchful eye on the alarm systems, and upon activation, will immediately notify proper emergency personnel.
- Security Officers Dispatch must continuously patrol the property to ensure the safety of our guests and team members and to uphold established laws, policies, and procedures.
- Security Officers Dispatch will exercise good judgment in solving problems and display a realistic understanding of the issues before them. He or she must be able to facilitate resolution of customer complaints through personal action and coordination with other departments.
- The Security Officer Dispatch acts as an ambassador of Horseshoe casino by providing accurate and detailed directions with respect to property attractions and amenities.
- The Security Officer Dispatch is to maintain a well-groomed appearance which reflects the professional appearance and demeanor of the Security Department.
- The Security Officer Dispatch is to help civil and law enforcement authorities, including testimony in court and other administrative proceedings.
- Security Officers Dispatch are to provide medical assistance, without hesitation, following proper procedures and techniques as a "First Responder" to persons in need, including "First Aid" and "CPR", when necessary.
- The Security Officer Dispatch will interview, investigate, and document all applicable incidents which require Security intervention in accordance with company and department policy.
- The Security Officer Dispatch will enforce all company policies and procedures.
- The Security Officer Dispatch will meet the required attendance guidelines for the job and adhere to all company and department policies and procedures.
- The Security Officer Dispatch will respond to areas of need when dispatched, in a timely manner.
- The Security Officer Dispatch will conduct slot, pit poker, and other drops in compliance with Maryland Gaming law and departmental procedures.
- The Security Officer Dispatch must be able to follow and comply with the departmental policy concerning the "Use of Force" with respect to the arrest and detention of individuals who violate laws and/or company policy.
PERSONAL CHARACTERISTCS / ATTRIBUTES - Neat, professional appearance with good personal hygiene.
- Set an example and be a role model / leader for all Security personnel through observance of all departmental policies and procedures.
- Must be "team centered" and able to share credit due with fellow team members while promoting a positive work environment and team spirit. Must work well with other departments and management as necessary.
- Must be tactful, maintain confidences, and foster an ethical work environment, prevent inappropriate behavior by co-workers, handle all situations honestly.
- Able to communicate clearly with staff, management, and the public through oral and written word, read and interpret complex information, be an active listener with customers and / or clients.
- Must be able to assume a role of authority as necessary in a high-risk crisis, exhibiting judgment and a realistic understanding of issues, review facts, weigh options, delegate responsibility, and empower associates to make decisions, provide constructive feedback.
- Must show respect and be able to adapt to different values, cultures, or backgrounds when dealing with difficult people or situations. Build and maintain long term associations based on trust, help others.
- Must be able to maintain high standards despite pressing deadlines, establish high standards and measures, do work right the first time, and inspect material for flaws. Must be able to test new methods thoroughly and reinforce excellence as a fundamental priority.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS - Must be able to work and stand inside and outside, sometimes in heat more than 100 degrees, or cold as low as 10 degrees.
- Must be able to physically restrain individuals when a condition of arrest exists.
- Must be able to respond calmly in crisis and stressful situations and be able to make rational decisions when handling guest and employee issues.
- Must be able to work independently.
- Must be able to stoop, bend, jump, twist, crouch, grip, carry heavy loads and maneuver quickly on level surfaces, as well as up and down stairs.
- Must be able to lift and carry up to 60 pounds. Must be able to push or pull up to 150 pounds.
- Must be able to see and, also, remember the specific details of incidents and persons. Must be able to give court testimony when necessary and write detailed reports. The Security Officer Dispatch must be able to read, write, speak, and understand English.
- Must be able to tolerate areas containing secondhand smoke, high noise levels, bright lights, and dust.
- Must pass the physical and written testing of Horseshoe Casino Security Academy (Controlled Force, Defensive Tactics, Legal Issues, Handcuffing, Tactical Communications, Use of Force, Report Writing, Searching Subjects, Emergency Response, Ethics, and Expandable Baton) within the first ninety days of employment.
- Must re-certify, between years 2 and 3, through the Horseshoe Casino Security Academy, and must pass all physical, mental, and environmental demands as required.