Job Description
The Wynn Las Vegas (WLV) Preliminary Investigator is responsible for protecting company assets and provides a safe environment for our team members and guests; interviewing, summarizing, and writing comprehensive security reports to memorialize incidents that occur on property. Duties include, but are not limited to: maintaining records and processes for auditing purposes, supporting department team members and maximizing opportunities for departmental success; maintaining all company standards; and ensuring excellent guest and team member experience.
- Effectively document all incidents and events into security incident reports, ensuring these reports will be complete and accurate relevant to the incident. Incident reports will include Guest/Patron Missing Property reports, Guest/Patron Injury reports, Guest /Patron Property Damage reports, VIP/Private Access reports, Hotel Property Damage reports, Employee Injury reports, Guest/Employee Assist reports, Outside Agency Assist reports, Recovered Property reports, Criminal Acts reports, Safe Recovery reports, Vehicle Damage reports, Suspicious Incident reports, Guest/Employee Misconduct reports, and any other incident requiring documented evidence of occurrence.
- Effectively identify and use all forms and documents that are relevant within Preliminary Investigations. Forms and documents will include Guest/Employee Voluntary statements, Guest Accident/Illness reports, Guest Injury forms, Refusal of Medical Assistance forms, Medical Provider forms, Property Loss/Damage forms, Guest Claims cards, Employee Accident reports, Notice of Injury forms C-1 and C-3, Additional Information and Medical Release forms, Medical Referral forms, Prescription forms, Transport and Taxicab forms.
- Effectively make use of the iTrak computer program and become knowledgeable in basic procedures including, but not limited to, adding participants, transferring media files and forms, conducting supplemental reports, completing detailed and accurate incident reports and printing and emailing reports. In addition, proofread incident reports and prepare them to be approved by members of Security management.
- Correctly identify affected persons and potential witnesses that are involved in incidents and events and ensuring the proper procedures are implemented, such as issuing statements to affected persons, collecting contact information from witnesses, advising lost property claimants to contact Lost and Found Services.
- Effectively gather pertinent information and determine if and when an incident report is necessary. The determining factors will include company liability, acts of a criminal nature, safety violations, emergency medical service responses, damages to hotel property, incidents that are suspicious in nature and misconduct by employed personnel.
- Effectively make use of the computer program Opera and conduct inquiries in guest(s) folios along with gathering information and history from guests and specific patrons using gathered contact and other information.
- Effectively make use of the computer program HotSOS and become knowledgeable with initiating work order requests, providing specific issues and locations and providing additional information when necessary.
- Conduct minor investigations in conjunction with incident reports. Minor investigations will include reporting safety violations, requesting video coverage from the Security Control Center, initiating engineering work orders via the HotSOS computer program and requesting lock interrogation reports via Timelox.
- Conduct the correct procedures and provide the proper documents that are relevant to the incident. These procedures will include obtaining photos from accidents, notifying hotel management on incidents involving hotel guests, notifying Safety Department management on incidents involving guest/employee transports, notifying Corporate Investigations on Incidents involving VIP/Private Access Guests, providing correct forms for guest /employee injuries, securing accident scenes and securing and logging evidence.
- Document and correct any types of conditions or hazards that have contributed to incidents. These conditions include wet floors, low lighting conditions, debris, obstructions and worn or damaged areas.
- Effectively collect and secure any and all evidence related to incidents and affected persons and ensures the proper chain of custody is followed.
- Provide assistance to outside agencies and organizations. Outside agencies will include Las Vegas Metropolitan Police, Nevada Gaming Control Board, Taxi Authority and others.
- Work extensively with other investigative departments and provide information and specific details when necessary. These investigative departments will include the Guest Claims Department, Food and Health Department, Worker’s Compensation, Safety Department and Corporate Investigations.
- Evaluate conditions of guests or employees and offer emergency medical assistance and other services and ensure that affected persons receive the best possible assistance and care.
- Provide follow up and contact information to affected guests and employees when necessary, to include issuing Guest Claims cards, locations of medical providers and services, emergency and non-emergency numbers for law enforcement, medical referrals, pharmacy programs and others.
- Maintain a direct line of communication with members of shift and department management and ensure proper notifications of incidents and events are conducted in the correct manner. In addition, provide assistance and support to supervisors, managers and directors in other departments along with providing information and notifications of incidents within their field.
- Perform all basic functions and duties of Security Officer. Duties will include escorts, key assists, guest assists, employee assists and table game fills.
- Maintain confidentiality of sensitive information.
- Perform all functions and duties assigned by Security shift management and directors.
- React rationally to high stress situations while maintaining a calm demeanor.
- Actively contributes to the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
- Delivers and maintains a maximum level of property-wide service and satisfaction.
- Contributes to company-wide communication and best practices.
- Assists in providing training opportunities for team members.
- Keeps informed of all new developments within the department.
- Effectively manages internal and external guest relations, which may require levels of patience, tact and diplomacy. Responsible for addressing guest issues as appropriate
- Generates necessary written reports regarding security-related incidents involving guests, team members and/or the facility.
- Collects and logs evidence related to security incidents and demonstrates proper chain of custody.
- Assists with scene management during the initial moments of a security incident.
- Ensures that all security reports are submitted in a timely manner.
- Becomes familiar with hazardous materials used on property, and all applicable laws, rules and regulations governing same.
- Maintains relevant knowledge of industry through continuing education and training.
- Works with guest claims/risk management to mitigate liability to the company while maintaining the highest quality of guest service.
- Performs any other job-related duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Age, Gaming and Certifications:
- 21 years of age or above.
- Will be required to obtain and maintain registration or a work card issued by the Nevada Gaming Control Board.
- Must be able to acquire and maintain any licensing or active work cards required for this position at all times, to include a valid driver’s license.
- CPR/AED/First Aid certification
Education and/or Experience:
- High school or equivalent degree required. Bachelor’s Degree in a related field or equivalent experience preferred.
- Previous Guest Relations Experience required. Security, Law Enforcement or customer service experience with a minimum of 3 years in the hotel/casino industry is preferred.
- Requires general computer skills and basic knowledge of Microsoft Office.
- Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
- Candidate must have fluent knowledge of chemicals, SDS, personal protection equipment, sanitation, and OSHA guidelines.
Language Skills:
- Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.
- Mathematical Skills & Reasoning Ability:
- Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.
Physical Demands:
- The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifty (50) pounds, and varied instances of standing/walking.
Work Environment:
- The work environment characteristics described here are representative of those that exist while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is typically moderate. When on the property, the noise level increases to loud. Must be able to interact with guests in a professional manner.
- Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.
Additional Information
Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.
Company Description