I've lost my marbles
How long does Security keep unclaimed items before they are disposed?
7 days
Who should be present before approaching a room to evict a guest?
Two Security personnel, including at least one Shift Supervisor or above, and Tribal Police. Rare circumstances may necessitate approaching before TPD is on scene.
If a banned guest is found inside the casino, what information and documentation should you have before approaching them?
Their name to verify you're approaching the right guest, the date and reason they were banned. Having a copy of their Notice of Ban or Self-Exclusion Request will be helpful for confirmation.
*Consider calling TPD if this is a repeated trespass*
List 5 signs of intoxication that an Officer might include in their Incident Report?
Red/glassy eyes, difficulty maintaining balance, odor of alcohol on their breath, slurred speech, repeating oneself, unsteady gait, etc. Remember to describe your assessment as "apparent" as we do not want to state them as fact.
While you are posted at the North Door, a guest enters carrying one of the aluminum bottles from the Hotel. They state they only stepped outside to smoke and are staying in the Hotel. What actions do you take?
Politely explain that once a beverage container leaves the building, they cannot be brought back in.
*If you had eyes on the guest when they exited and they never left your field of vision, you may allow their beverage back inside*
What is the dollar amount threshold of currency or TITOs that must be logged into iTrak, if found without a known owner?
$50.00
*Any amount can be logged if we have confirmed the owner*
List 5 items that guests are not permitted to bring into the hotel.
Firearms, blades greater than 3", drones, weapons, tools, professional photography equipment, Segways, outside alcohol
While you are posted at the North Door, a guest enters carrying one of the aluminum bottles from the Hotel. They state they only stepped outside to smoke and are staying in the Hotel. What actions do you take?
Politely explain that once a beverage container leaves the building, they cannot be brought back in.
*If you had eyes on the guest when they exited and they never left your field of vision, you may allow their beverage back inside*
How many drinks per hour, on average, would result in a blood alcohol content (BAC) of .10?
4
While you are posted at the West Podium, a guest approaches from the Lobby carrying one of the aluminum water bottles from the Hotel and one of the GLCR plastic cups. What actions do you take?
Smile and greet the guest as they walk by.
State how the item description should read when logging a black and red iPhone. How might you obtain further information for the log if the phone is unlocked? If it is locked?
iPhone - black and red (and info below)
If the phone is unlocked, include the number by using the phone to call the Podium and documenting the caller ID
If the phone is locked, describe the lock screen and consider powering off the phone until we attempt to confirm the owner.
List 3 reasons that would justify conducting a welfare check in a guest's room.
A "Do Not Disturb" sign displayed over 24hrs without any contact (or 48hrs without entry), Unresponsiveness, credible staff observations, or a concern raised by a registered guest/emergency contact.
When dispatched to back-up/assist an Officer who is approaching and walking a Guest out, describe where you should stand and why.
If possible, the secondary Officer should stand behind the Guest, while able to make eye contact with the primary Officer. This is referred to as Level 2-1/2. Keep back far enough as to not escalate the situation.
An IM Porter advises you they witnessed a guest drink a shooter bottle of outside alcohol and throw it away. How should we respond?
Advise Dispatch, check the trash, and consider asking Surveillance for confirmation. After confirming, approach the guest under coverage to walk them out. If the guest displays signs of intoxication, advise them not to drive and assist in calling a sober friend/family member if necessary.
While you are posted at the East Door, a guest enters carrying a wrapped gift, bottle of wine and flowers. They explain they have a dinner party at Shkode and will not be drinking the wine on property. What is the proper response?
Politely advise them that the wine must be returned to their vehicle, and the gift will need to be briefly unwrapped to search it for safety. The flowers are permitted.
List the steps you would take if a guest calls to claim an item we have in storage, and has provided sufficient evidence of their ownership.
Advise the owner "We have an item matching that description."
Add the owner's name and date they plan to pick it up to the iTrak log (Use Pending if a profile is made)
Place the item in the "Do Not Dispose" bin
Name 4 things that a guest can schedule or reserve on gunlakecasino.com.
Hotel stays, day and overnight bus trips, group events (corporate, holiday, wedding, etc), spa experience, 131 show booth, dining venue tables (CBK or Shkode)
Hotel Management have asked Security to evict a guest suspected of repeatedly smoking in their room. You are dispatched to room 407, as the primary Officer. What actions do you take? Who must be notified?
Confirm Surveillance coverage and wait for Tribal Police (confirm where you are meeting them). Obtain all names registered to the room from Front Desk or Dispatch. With TPD, knock on the door and identify yourself. Confirm the occupant(s) name, advise them that they are being evicted, and ask them to collect their belongings. Be reasonably patient, and escort them to the exit.
*Bonus* ask Valet to get their vehicle ready
What information should Security include at the end of an alcohol cut-off violation report, regarding the safety of the guest?
When and how the guest left property, or what room they were escorted to. Include the vehicle information if possible. If the guest drove off property, the TPD Officer who was notified should also be included.
While you are posted at the South Doors, a guest enters carrying a large duffle bag and pulling a rolling cooler. What is your 4-diamond response?
Introduce yourself and confirm the guest is planning to stay in the hotel. Politely ask to search the cooler (only) for alcoholic beverages, as they are not permitted. Offer to have an Officer escort the guest to the Front Desk to check-in or check their bag. If they decline, direct them to the Front Desk via the Green Zone.
A purse was turned in to you at the Podium. List important steps to take when logging this item, and what information would be included in the item description.
Call Surveillance before searching the contents. If an ID/name is found, consider asking a Supervisor to locate the guest. If currency is found, count and add the denomination amounts to the item description. Add the name and any other pertinent items, such as a phone. If TITOs are found, add them to the description and void/drop them.
Management has determined that Security must enter a Guest's room for an emergency, welfare check or other credible safety concern. What information should be included in your report, regarding entering the room?
The time and reason for entry, names of all personnel involved including the name of the authorizing Manager, and any noteworthy observations or actions taken.
Demonstrate the "Escort Position" learned in PPCT and explain an appropriate time to apply it.
C-Clamp grip for both hands. Officer’s outside hand controls Subject’s hand, fingers across the back of the hand with the Officer’s thumb in the crevice of the Subject’s wrist. Officer’s inside hand grips above the elbow. The Subject’s palm and elbow are facing up.
Use this technique if you determine you must remove an unruly guest from a scene before TPD responds.
You find a Hotel guest who was cut-off from alcohol gambling at a Table. List the steps you would take, and how you would handle the situation if the guest became disorderly vs if they comply.
Advise Dispatch to request Surveillance and back-up. Advise the Pit Boss. Approach the guest, introduce yourself, and ask to speak with them away from the table. Explain our Responsible Alcohol Service Policy and ask that they return to their room for the rest of the day/night. Identify the guest from their ID or the Front Desk. If the guest becomes disorderly, explain that they are now asked to leave and will be evicted from their room.
While you are posted at the East Door, a guest enters with a small dog on a leash. What actions do you take? List 3 appropriate answers to your second question, and 3 instances in which you would turn them away.
Ask "Is the dog a service animal required because of a disability?" and "What task is the dog trained to perform?"
Answers: Opening doors, hitting buttons/lights, balance support, retrieve medicine/water/help, alert their owner to vital changes, oncoming episodes.
Turn Away If: The dog is not house trained or under the control of their owner, the dog is easily distracted by other guests and/or causes a disturbance, the owner refuses or is unable to answer the questions appropriately, if the dog is emotional support.