71-251 Security Shift Supervisor

Ute Mountain Casino Hotel•Towaoc, CO

About The Position

The Security Shift Supervisor is responsible for overseeing daily shift operations within the Security Department to ensure the safety of guests, employees, and property. This role provides immediate leadership during the assigned shift, including responding to incidents, coordinating with law enforcement and EMS, and supporting the team with guidance, training, and oversight. The Shift Supervisor is expected to lead by example, provide excellent customer service, and ensure that all duties are carried out in accordance with casino policies, tribal regulations, and department protocols.

Requirements

Must be at least 21 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support License (background checks may be required).
Must possess a valid driver’s license and be insurable under company policy.
Must demonstrate professionalism, reliability, accountability, and attention to detail
Must demonstrate a strong work ethic, sound judgment, and a high level of discretion and confidentiality.
Ability to work flexible hours including nights, weekends, and holidays
High school diploma or GED required.
Minimum of 2 years of casino, tribal, or law enforcement security experience required.
Strong working knowledge of security procedures, emergency protocols, and report documentation.
Proven ability to lead by example and remain calm under pressure.
Skilled in verbal de-escalation, conflict resolution, and guest service.
Ability to train others and provide constructive coaching in the moment.
Proficiency in using communication equipment, security systems, and Microsoft Office Suite.
Ability to learn new systems and technologies as required to ensure the continued progress of the department.
Strong written and verbal communication skills.
Fluent in English.
Ability to coordinate shift coverage, evaluate performance, and support training initiatives.

Nice To Haves

Additional coursework or certification in criminal justice, security management, or emergency response preferred but not required.
At least 6 months of supervisory or lead experience preferred.
Proven experience responding to emergencies and resolving guest or personnel conflicts in a professional manner.

Responsibilities

Emergency and Incident Response Respond to medical, security, or behavioral incidents in real time.
Direct and coordinate scene activity, assist first responders, gather statements, and ensure accurate documentation.
Escalate critical events to the Security Manager, the Director – Security & Surveillance, or Executive Leadership as needed.
Support onboarding and continuous training efforts, with emphasis on de-escalation, emergency protocols, established SOPs, and professional guest service.
Observe and assess ambassador performance during shift operations.
Address minor issues through coaching, and report significant concerns or patterns to management.
Assist with verbal or written corrective actions as directed.
Conduct routine and unscheduled patrols of the casino floor, hotel, parking areas, and surrounding property.
Ensure all areas are secure, accessible only by authorized personnel, and free of hazards.
Respond to and report unsafe conditions or policy violations.
Monitor patrol logs for accuracy and legibility.
Assign daily posts, monitor breaks, and ensure proper shift coverage.
Adjust coverage in real time as needed based on call-outs, incidents, or operational priorities.
Serve as the first line of leadership and support for ambassadors during assigned shifts.
Review ambassador-written incident reports and daily activity logs for clarity, accuracy, and completion.
Submit shift summaries and provide feedback to management regarding report quality or follow-up needs.
Coordinate with Surveillance, Hotel, Slots, Gaming, or other departments as needed to address guest or staff concerns.
Communicate clearly and diplomatically to uphold departmental expectations while supporting guest satisfaction.
Maintain a visible and composed leadership presence on the floor.
Engage with guests and team members respectfully and professionally, modeling the department’s commitment to safety, customer service, and de-escalation.