Job Title : Security Officer
Department : Customer Service
Property : Harrah's North Kansas City
Shift : Graveyard
Status : Full-Time

Guest Service Requirement:
The vision of Harrah’s North Kansas City Casino and Hotel and Harrah's Entertainment, Inc. is for each of our brands to be the overwhelming first choice of its targeted customers for casino entertainment. When you work at Harrah’s, your most important responsibility is providing truly great service to every guest every time. You’ll see this in the fundamentals of how we run our business, how we deliver and measure great service, and the policies to support it. All Harrah’s employees are expected to provide fast and flawless service, promote our Total Rewards program, help players feel lucky by wishing them luck, celebrating wins, and providing fast service to keep them in action, recognizing and making players feel special by using the guests’ names, remembering what they like and anticipating their needs, and providing a spotless, pleasant, and clean environment, which includes dressing neat and clean and being well groomed. By joining the Harrah’s team, you are committing yourself to these values and acknowledging your dedication to truly great service.

Job Description:
Position Summary:
This position is responsible for providing superior service to Harrah’s guests by seeking out opportunities to be of service; by maintaining highly visible patrols to insure 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 hotel and casino.

Job Description:
Customer Loyalty
* CSA Results – Officers will be accountable for achieving departments CSA goals, at least a 4% shift in our “A” scores.
* Officers will utilize information through Buzz Sessions and feedback from immediate Supervisors to ensure great customer service.
* Buzz Sessions – Officers will be accountable to read and retain buzz information posted in the Buzz Hallway. Officers are accountable for their participation during buzz sessions.
* Customer Interactions – Officers will be accountable for interacting with guests with an upbeat and positive attitude. Officers should remember to approach guests before they approach you. Utilize 10/5 Rule and AGGRESSIVE HOSPITALITY.
* Safety and Security – Officers are accountable for providing safety and security for our guests. Officers are to 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. Officers should remind guests they see who place pocketbooks or personal belongings on the floor, between machines, or on the seats next to them, to keep on their person to prevent theft.

Employee Capability
* Attendance – Officers are to report to work on time and ready to work. Officers who call out need to do so at least 1 hours before the start of his/her shift. All officers should read over the attendance policy in the employee handbook. If an officer reaches 10 points on this system, they will be separated from the company. In addition, if an officer accumulates 4.5 points in their 6 month evaluation period, it will result in an Inconsistent on their evaluation.
* Pavilion Officer—This officer is the most crucial as you are often the first and last security personnel that the guest will come in contact with. Officers will be accountable for displaying the 10/5 rule. Officers will be accountable for giving accurate direction to guests for the hotel, restaurants, promotions, property events, or giveaways. Information concerning events/promotions is provided in The Daily Operating Brief. Officers must be approachable and display appropriate posture.
* Casino Posts—Officers are accountable for knowing the layout of the casino floor. Officers are accountable for knowing the locations of JPH, cashiers, self serve bars, and full service bars. Officers will be accountable for prioritizing tasks such as jackpots, table fills, escorts, and lost/found items. Officers will be held accountable to ensure that they sign each income control document such as jackpots and table fills with their name and MGC number.
* Turnstile Post—The turnstile officers will be held accountable to ensure accurate readings are taken at the designated times and the paperwork is filled out correctly. The officer will be held accountable to adhere to the turnstile policy form that was signed and placed in their file in regards to conducting Project 21’s and identification checks. The officer will also be held accountable to inspect any large bags that a guest would be taking on the casino floor.
* Other Posts—Officers working outside in either the vehicles or bicycle patrol will be accountable for knowing the parking areas of the lots and the garage. Officers will be accountable for directing traffic and assisting Valet if needed. Officers will be accountable for knowing the staging locations for all emergency vehicles. Officers will also be held accountable for inspection of the vehicles or bikes before they take control of them and documenting any problems. Officers working construction posts will be accountable for ensuring all vendors are properly displaying their vendor badges at all times and to monitor the ingress/egress of all.
* Readiness to Work – Officers will report to work in a clean, pressed, appropriate uniform. * Officers must adhere to the appearance guidelines as described in the employee handbook, no exceptions.
* Officers must posses on their person at all times, daily operating briefs (DOB), service recovery toolbox certificates, handy wipes, directions for property locations, code card, and a pad of paper and black pen.
* 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 hours to assist with business demands.
* Open to Coaching - Make efforts to improve and learn from mistakes. Attends training and puts skills into practice on the job. Will ask for constructive feedback and will seek out ways to improve.

Qualifications:
Knowledge, Skills & Education Preferred:
High school graduate or equivalent. 2 years minimum working experience in the security or police field/ 2 years minimum education related field, law enforcement, security, investigations, etc. Or, a minimum of 2 years of combined field experience and education. No more than 3 jobs in the last three years. Clean felony conviction status. Must be 21 years of age. Must posses a valid drivers license from their state of residence. Must be certified or certifiable for CPR and AED cards. Must be able to work any day of the week and any shift. Must present a well-groomed appearance. A background check will be conducted on all candidates before an offer is made.

Physical Requirements:
* Able to walk, work and stand, inside and outside, occasionally in heat in excess of 115 degrees or cold in excess of 10 degrees.
* Able to physically restrain adults in excess of 200 pounds.
* Able to respond calmly in crisis and stressful situations.
* Able to work independently.
* Able to stoop, bend, jump, twist, crouch, grip and 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.
* Able to respond to visual and aural cues.
* Able to speak, read and understand English.
* Able to see and also remember the specific details of incidents and persons.
* Must be able to make rational decisions when handling guests and employees.
* Ability to tolerate area’s containing secondary smoke.
* Must be able to lift above the head occasionally.
* Must be able to work in a smoke environment.
* Able to write legible to provide accurate report documentation.

Important Notice:
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Guest service is an intricate portion of all job positions on property. Because of this, you may also be asked to perform other duties or tasks in focus of truly great service. Must be available to work nights, weekends and overtime if required.

Licensing and Certification Required:
Employees may be required to obtain a Missouri Gaming Commission license. The initial license is paid for by the employee through payroll deduction. All subsequent renewals for the license are paid by Harrah’s North Kansas City.

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