Job Description

Job Description

Job Description

Responsible for shift assignments, follow-up investigations, reports, and all other pertinent activity that is applicable to the security and valet departments. Maintains employees files, conducts PAR, coaching and recognition for all security and valet team members. This position is responsible for providing superior service to Thistledown guests by seeking out opportunities to be of service; by maintaining highly visible patrols to ensure a safe gaming experience; and by assuring quality support to other departments so that they may serve guests more effectively. Maintaining public order, enforcing safety rules, protecting property and assets, and investigating disturbances in the casino and surrounding facilities

Essential Functions

• Responsible for the safety and well -being of guests and fellow team members.
• Investigate various incidents that concern the welfare of the Racino and surrounding facilities.
• Responsible for reviewing and approving all documents as needed.
• Prepare team member schedules and necessary paperwork.
• Owns the Valet area arrival experience including cleanliness, customer facing signage and directionals, audio/visual components, and ensures the highest level of welcoming and promptness from staff.
• Instruct, train and monitor officers and valet attendants in numerous daily duties including customer and team member relations, report writing, procedures in handling company funds, crisis and crowd control.
• The ability to deal with all departments as required.
• Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies
• Accountable for providing safety and security for our guests. Look for safety concerns (ripped carpet, spills, liquid on the concourse, broken glass, ect.) and report these concerns to Facilities or EVS for clean up or repair.
• Report to work in a clean, pressed, appropriate uniform.
• Teamwork – Offers to help out, cooperates with employees within department, on other shifts and in other departments.
• Actively participates in Buzz sessions and offers to work additional hours beyond normal schedule to assist with business demands.
• Handles customer complaints and will fix the problem to achieve customer satisfaction.
• Serves as a dynamic and energetic leader, while fostering teamwork, team member morale, motivation and open communication.
• Establishes self as highly credible leader with highest levels of integrity and always acts in the best interests of the property and the company.
• Acts as a role model and coach while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
• Ensures that team members clearly understand and are held accountable for their performance expectations.
• Provides appropriate recognition and rewards to individuals and groups when consistent superior performance is attained.
• Works as a change agent and challenges the departmental processes to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.
• Demonstrates excellent facilitator skills in determining a vision, aligns and inspires the team to achieve the vision.
• Partners and coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated team members.
• Recommends and implements change to improve overall team member and guest satisfaction.

Knowledge, Skills & Abilities

• Must possess skills in investigation.
• Excellent written and verbal communication skills are required.
• Must possess excellent customer and employee relations skills.
• Must be able to work together as a team.
• Must be able to obtain First Aid and CPR certification.
• Must be able to work any day of the week and any shift.
• Must present a well-groomed appearance.

Education and Experience

• High school graduate or equivalent.
• 3 to 5 years as a security officer preferred.

Required Certification/License

• Must be able to obtain an Ohio Lottery Commission license

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