Gaming Agent Supervisor

Under general supervision from the CRA Regulatory Operations Manager, plans, manages, coordinates and oversees the daily activities of the Gaming Agent staff on assigned shift. Monitors gaming operations and ensures Casino and Gaming compliance with all Federal, State, Tribal and SRPMIC gaming laws and regulations. Assumes Gaming Agent Manager duties in their absence.
This job class is treated as FLSA Non-Exempt and will require being able to work on all shifts, on all days of the week.

(Essential functions may vary among positions, but may include the following tasks, knowledge, skills, abilities and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.)

Supervision:
Oversees assigned staff, monitors casino floor, observing customers and employees for compliance with gaming regulations and casino management practices, policies and procedures.

• Plans, manages, and oversees all related day-to-day shift activities.
• Assigns, coordinates, schedules and reviews work of staff.
• Maintains working files on employees and oversees preparation and accuracy of time cards and payroll documents for staff.
• Responsible for timely and proper completion of performance evaluations.
• Attends staff meetings to assist in resolving issues that arise. Monitors log sheets and incident reports.
• Checks employees licenses as well the gaming equipment.
• Monitors customers and employees to ensure no fraudulent activities, including use of illegal gaming devices.
• Monitors and enforces casino and Gaming Agent shift staff for compliance with SRPMIC Ordinances.
• Monitors casino for any physical hazards or acts/omissions which would jeopardize safety of patrons and/or employees.
• Monitors money transfers and cash drop procedures.
• Ensures that all suspicious activities and or violations are promptly reported.

Training:
Trains employees on gaming rules, regulations and other applicable requirements.

• Provides hands-on training experiences for new hires regarding floor surveillance, liquor violation, video surveillance and a variety of investigative practices and techniques.
• Ensures staff are properly trained in the operation of surveillance equipment, including but not limited to monitors and surveillance room equipment.
• Assists assigned staff in the detection and reporting of regulatory class III gaming compliance standards, SRPMIC ordinances, State/ Tribal gaming compact, laws and regulations.
• Provides expertise and guidance on proper techniques in detecting cheating in casino games or unusual, irregular or illegal gaming activities.
• Performs unannounced surveillance and monitoring visits; reviews all logs and incidents. May participate in investigations of violations of Casino policies/procedures and Gaming Compact/National Indian Gaming Act.

Leadership:
Provides guidance, support and direction of staff.

• Meets with management regularly to ensure communications integrity of Casino Operations.
• Performs audits continuously during shift, to all public and secured areas of the casino.
• Conducts briefings and manages the day-to-day activities for assigned staff.
• Conducts regular staff meetings to ensure staff are kept informed of operations.
• Mentors and coaches to improve staff productivity and correct deficiencies in work performance.
• Monitors staff effectiveness and recognizes achievements.

Evaluation and Reporting:
Reviews and prepares various reports for accuracy and completeness to ensure compliance with gaming regulations and casino internal controls.

• Reviews security reports, personnel reports, and observation reports for compliance with regulatory standards.
• Prepares summary reports for appropriate regulatory agency (SRPMIC, State, Federal).
• Prepares investigation reports for review by CRA Regulatory Operations Manager.
• Prepares incident reports for any violations and reviews incident reports for correct citations, accuracy and completeness.
• Conducts interviews of disputes and complaints; gathers evidence, fact, witness statements and surveillance video recordings. Recommends corrective action for violations and ensures complete investigations of patron disputes.
• Conducts follow-up investigations as indicated and reviews preliminary reports of Gaming Agents.
• Reports any violations to Arizona Gaming Agency within 48 hours.
• Reports and documents observed/detected irregularities in cash cages, vault areas and all departments.
• Interfaces with CRA Regulatory…