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A large part of a surveillance agent’s job is reviewing video to locate an incident or event such as theft, guest slip or fall, or a violation of policy by an employee. While these types of review and many others are conducted almost daily, most surveillance personnel have never received any formal training nor has there been an industry-wide best practice established for conducting reviews. This lack of training results in inefficient review as well as the poor documenting and securing of necessary evidence.
Surveillance watches the casino and that’s the way it’s always been and will always be. Gaming is just too important and so exposed to risk than every other area and department on the property and must be constantly observed and monitored. Or is it?
The surveillance department is a mystery to those outside it. And it should be. There really isn’t any reason why most employees and guests need to know anything about how surveillance operates.
Old-time surveillance directors (and I’m certainly one of them) will tell you that when we started it was all about table games. In those days, they really were the only game in town as far as the casino was concerned. The casino shift manager was God, and the floor people and dealers were like the rich kids at school. They only hung out with each other, made all the money, got all the girls, and drove the best cars. They even had their own break rooms and food!
I can say that the one thing that has worked for me in many rooms is patience, understanding, and even talking to the team routinely
