Security Dispatcher

General Summary of Duties

Responsible for answering calls for emergency and non-emergency situations. Maintaining records in iTrak, assigning calls for service to available security personnel, handling interoffice and interdepartmental communications via radio, phones, software systems, responding to alarms, and monitoring the fire system.

Role and Responsibilities

• Provide a friendly and safe environment for guests and team members while protecting company assets.
• Provide instructions or guidance for team members and guests during emergency and non-emergency situations.
• Operate as a core for daily security operations throughout the property and the communication center will be operated as a command post, communications center and dispatching station for security operations and operational support.
• Possess the ability to effectively perform in the areas of data entry for all applicable programs.
• Remain calm and professional, particularly during stressful situations, and effectively multitask duties in the position, to include phones, radios, monitors, alarms, camera locations, fire panel, and daily operations.
• Possess a thorough knowledge of all camera coverage and required sequencing in order to perform any and all reviews of all incidents in non-gaming areas.
• Routinely monitor non-gaming areas using video surveillance while providing guest assistance, being alert for suspicious circumstances or individuals, policy violations, illegal activity, safety hazards or related concerns, medical emergencies, or damage to Westgate property.
• Retain knowledge of all evacuation routes, emergency equipment and emergency exits (first aid bags, AED’s, stairwells, etc).
• Be required to know the floor plan of the property and know the operation times of the various facilities for the purpose of giving direction and providing guest/patrons with accurate information requested.
• Absolutely assist security management as a role of authority as necessary in high-risk crisis situations, exhibiting sound judgement and a realistic understanding of issues, review facts, weigh options, and assign officer task.
• Must be able to effectively deal with patrons and guests, with patience, tact, diplomacy, and professionalism.
• Have knowledge of company updates, policy changes, hotel occupancy, special events, and information from management.
• Routinely check all Communication Center equipment and report any malfunctions to appropriate personnel.
• Maintain knowledge of applicable gaming, city, state, and federal laws and comply with all company, departmental and Gaming Control Board rules, regulations, policies, and procedures.
• Must possess good oral and written communication skills along with some working knowledge of iTrak, United Fire Systems, Everbridge, Microsoft Teams, LMS, Hotsos, Track-n-Protect, Chargerback, Salto and basic computer programs.
• Must be able to work any day of the week and any shift, including extended hours and holidays.
• Practice, support, and promote Westgate’s service excellence standards culture at all times; Practice teamwork, support all team members and treat each with the same respect we treat guests to create an energized, positive, and productive work environment.
• Any additional tasks provided by security management.

  Qualifications

  • Ability to listen effectively, read, write, speak, and understand the English language clearly to ascertain and document important information, to follow written or verbal instructions, to provide clear direction/guidance and to communicate with other team members and management.
  • Social skills as demonstrated by the ability to listen and respond to inquiries/concerns using a positive, clear speaking voice, answering questions, or offering assistance.
  • Giving accurate information regarding plans, policy, or procedures.
  • Knowledge of safety and security practices and procedures including: C.P.R., emergency first aid, automated external defibrillator, and basic emergency fire equipment.
  • Basic mathematical skills necessary to verify or balance reports and perform simple calculations.
  • Able to organize and prioritize work, meet deadlines, work with minimal supervision, exercise judgment, and adapt instructions or directions from one assignment to another.
  • Able to remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other team members.
  • Able to maintain attendance in conformance with standards.
  • Able to interact professionally with a diverse group.
  • Attend training and meetings as directed by management.
  • Maintain familiarity with all areas of the property.
  • Follow all rules, regulations, state, federal and local law and ordinances.
  • Able to maintain a neat, clean, and well-groomed professional appearance.

  Experience Requirements

  • Must be at least 21 years of age.
  • Preferred two (2) years of experience in casino security, military, or law enforcement field.

  Education Requirements

  • High school diploma or successful completion of a GED certificate.

  Additional Information

  • Westgate Resorts is an Equal Employment Opportunity employer.
  • If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.