Surveillance Lead Observer

Introduction

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We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well‑being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

to discover how we empower team members to grow, thrive, and advance in their careers.

• Obtains all keys and other tools and supplies necessary to complete daily tasks.
• Assists Supervisor in providing accurate training to all Surveillance Team Members.
• Prepares and creates required reports and sends to Manager for review.
• Audits and submits accurate paperwork according to MGC regulations.
• Assists with ordering supplies and maintaining supply par levels.
• Operates video equipment and software applications for monitoring assigned areas and identifying deviations, abnormalities or unusual activity.
• Assists Manager with administrative duties as needed.
• Provides written reports of any gaming violations, policy violations, and/or any deviations or irregularities observed.
• Continuously maintains, reviews, and updates knowledge on all policies, procedures, regulations and laws related to Surveillance responsibilities.
• Continuously practices, improves and updates knowledge and expertise on gaming, internal theft, cheating methods, and advantage play.
• Partners and communicates with various departments and Team Members for information and notification purposes.
• Reviews and interprets player skills checks and makes decisions based off of results within established guidelines. Reports and escalates issues outside of established guidelines to Manager for final decision.
• Reviews incident reports and associated video for complete accuracy and thoroughness.
• Promptly escalates issues to Manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

• Must be at least 21 years of age.
• Associate’s degree (A.A.) from two-year college or technical school; or eighteen months of experience in gaming operations and/or law enforcement; or equivalent combination of education and experience. Surveillance experience required.
• Must be able to detect cheating activity and advantage play.
• Must have excellent organization skills and multi-tasking ability.
• Ability to handle priority and sensitive information in a confidential manner.
• Ability to interpret the results of player skills checks.
• Must have comprehensive knowledge and understanding of gaming control regulations and standards.
• Must possess excellent observation and communication skills, both verbal and written.
• Ability to utilize computers, a telephone, fax machine, and copy machine.
• Ability to write routine reports and correspondence.
• Must be able to obtain a Gaming Permit. Must successfully complete Serv Safe Alcohol training certification course.
• Must successfully complete Serv Safe training certification course.
• Must have technical proficiency with Microsoft Office (Word, Excel, Access, Outlook).
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.