Gaming Intelligence & Training Manager (Internal Only) bei Angel Of The Winds Casino Resort

Wage: $85,000/Annually

Company Standards

At Angel of the Winds, the World’s Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Serves as the primary gaming statistical data and validation expert for all gaming related Surveillance investigations. 
• Conduct hypothesis-driven investigations and in-depth analysis of multifaceted data to detect emerging gaming irregularities, trends, predict potential threats, and potential Title -31 or criminal activities.   
• Creates and ensuring training programs and all team members are up-to-date and are progressively learning as required.  
• Oversee the shift managers, shift operations, and consult with the manager and director regularly.  
• Identifies, validates, and leverages data from a wide array of traditional and non-traditional sources, including player tracking systems, point-of-sale (POS) terminals, license plate recognition (LPR) systems, and back-of-house access logs. Expertly fuses disparate data streams to build comprehensive, 360-degree profiles of suspicious activities and create detailed investigative timelines.
• Prepares and delivers clear, concise, and impactful intelligence reports and visual presentations for Management and other stakeholders i.e.  Gaming, Casino Marketing, Executives, TGA. This involves skillfully combining all related information that has a bearing on a particular positive or alarming gaming trend, point of sale trends, criminal activity or suspect and transforming large amounts of complex data into actionable intelligence (e.g., charts, timelines, link analysis graphs) that informs the strategic deployment of investigative resources and preventive measures.  
• Acts as a Department Liaison and provides player actual value analytics by comparing casino player program value to actuals reviewed on video, to educate/support Gaming, Casino Marketing and Executive level, true player value and assist to create individualized marketing campaigns or resolutions in player status grading systems.
• Indirectly reports to the Surveillance Manager and acts on their behalf in their absence.  
• Communicate with all department managers to ensure property protection, game protection, compliance and safety.  
• Monitors and observes external and internal Angel of the Winds Casino Resort activities, taking appropriate action, when necessary, based upon analysis and common sense.  
• Reports any issues, investigations, violations, fraud, or illegal activities to Surveillance Manager and Director.  
• Reports and offers solutions to any problem or area of vulnerability at Angel of the Winds Casino Resort.
• Cooperate and coordinate with department managers on mutual concerns to find viable solutions.
• Assist the Surveillance Director and Manager in working with local law enforcement in preventing and reporting criminal activities within the gaming facility.  
• Assists the Surveillance Director and Manager in determining and reporting violations of company policies, procedures, internal controls, regulations, Title 31 requirements, gaming compact and/or any state and federal laws.  
• Assists surveillance leadership in the hiring process and evaluation process; remain aware of all team members’ level of expertise and needs through the training role.  
• Meets regularly with all shift managers ensuring consistent communication and training/operational expectations amongst all team members.  
• Acts as a mentor to all shift managers and supervisors.  
• Protects gaming and operational financial interests including Title 31 requirements.
• Work nights, weekends and holidays as required.
• Performs other duties as assigned.

Qualifications

• Exceptional guest service skills required.
• Casino Database Specialist and Table Games supervisory or trainer experience is required.  
• An associate’s degree, and at least two years’ experience in databased marketing, and/or a combination of education and equivalent experience.
• Proven expert skills, and the ability to train others in casino database systems (iTrak, SDS, CMP, Tableau, BJSurvey, etc), report writing, investigating and auditing.
• Proven expert skills, and the ability to train others in rules, cheat detection, fraud and advantage play methods in all table games and point of sale
• Training knowledge of all aspects of the Econnect fraud detection POS program and datamining software and Casino database systems
• Ability to create training programs and matrices from scratch to enhance and track team member development.  
• Math, Computer Science and analytical background required with an in-depth knowledge of spreadsheets and database applications is necessary.
• Relational and multi-dimensional database management and/or design, data warehouse management, query and/or reporting writing preferred.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/III gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.
• E-connect University Certificate. Complete all classes in the 1st year.
• CFE certification. Complete the Certified Fraud Examiner course within 2 years. 

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour, 7 days a week work operation.