Guest Safety Officer

Protect company assets and ensure a safe, welcoming environment for all guests and team members. This role maintains visible patrols, provides exceptional guest service, responds to emergencies, and supports all departments to deliver an extraordinary entertainment experience.

Commitment To Our Values

As a frontline representative of Harrah’s Northern California, the Guest Safety Officer plays a crucial role in living out our three service pillars:

• Blaze the Trail: Identify areas for improvement, contribute ideas that enhance safety and service, and demonstrate accountability and initiative in maintaining a world-class environment.
• All-In on Service: Create safe, positive, and memorable guest experiences by providing assistance proactively, resolving concerns with care, and ensuring guests feel valued and protected.
• Together We Win: Work collaboratively with all departments, support teammates during peak times, and contribute to a unified property-wide effort to deliver extraordinary service and safety.

Everyone Greets Everyone (EGE) Expectation

All team members are expected to uphold our commitment to a warm, welcoming, and service-focused environment by following the Everyone Greets Everyone (EGE) standard:

• Acknowledge every guest and fellow team member within 10 feet with a welcoming gesture such as a smile or nod.
• Offer a friendly verbal greeting when within 5 feet.
• Remain attentive and aware of surroundings by keeping "head on a swivel" and actively looking for opportunities to engage.
• Proactively seek opportunities to greet, assist, and positively interact with guests and team members throughout the shift.
• Always demonstrate professionalism, understanding that when on the casino floor or in guest-facing areas, you are "on stage" and representing the organization.

This expectation applies to all departments and roles, front of house and back of house alike, as part of our shared responsibility to deliver an exceptional experience.

Qualifications

• High school diploma or equivalent required.
• Must be at least 21 years of age.
• Minimum one (1) year of experience in a role with direct guest interaction required.
• Valid California driver’s license with:
  • No DUI or license suspension within the past 3 years.
  • No more than two (2) moving violations within the past 3 years.
• Excellent guest service and interpersonal communication skills required.
• Must successfully complete the Security Service Officer Documentation Assessment.
• Ability to read, write, speak, and comprehend English.
• Must present a well-groomed, professional appearance.

Responsibilities

• Ensures the safety and well-being of all guests and employees.
• Patrols all sections of the property (interior and exterior) to identify hazards, disturbances, or security concerns.
• Responds calmly and effectively to emergencies, crises, and stressful situations.
• Provides clear directions, escorts guests as needed, and actively seeks opportunities to assist.
• Assists guests with Lost & Found procedures and documentation.
• Enforces all company policies, procedures, and regulatory rules.
• Monitors casino floors, parking areas, and property-wide activity for suspicious behavior or safety risks.
• Escorts employees handling money, casino assets, or sensitive keys.
• Observes and verifies slot drop transactions and transports chips, paperwork, and funds between operational areas.
• Assists injured guests or employees and provides first aid/CPR care until medical professionals arrive.
• Conducts identification checks to ensure compliance with age requirements in gaming and alcohol-permitted venues.
• Provides assistance to civil authorities and law enforcement, including court testimony when required.
• Interviews involved parties and documents all incidents in clear, accurate written reports.
• Records detailed descriptions of events, people, and property as needed.
• Attends mandatory meetings, training sessions, and pre-shift BUZZ huddles.
• Works effectively as part of a team and demonstrates professionalism in all interactions.
• Able to work independently with minimal supervision.
• Meets all attendance and scheduling requirements, including nights, weekends, holidays, and overtime when necessary.
• Performs other duties as assigned.

Physical, Mental & Environmental Demands

• Must be able to move throughout all areas of the casino and surrounding property.
• Must be able to work indoors and outdoors in temperatures ranging from 10°F to over 115°F.
• Must be able to physically restrain adults weighing over 200 pounds.
• Must be able to stoop, bend, twist, jump, crouch, grip, lift, and maneuver quickly on level surfaces and stairs.
• Must be able to lift and carry up to 60 lbs., and push or pull up to 150 lbs.
• Must be able to use proper team lifting and safety techniques.
• Must be able to observe, retain, and recall detailed information.
• Must tolerate exposure to secondhand smoke, loud noise, bright lights, and dust.
• Must be able to make sound, rational decisions in high-pressure situations.