Job Summary:
The Dual Rate Field Training Officer (FTO) serves as both a frontline Guest Safety Officer (GSO) and a critical leader in training and development within the Gaming Security team. This role is responsible for ensuring a safe, welcoming, and service-driven environment while elevating team performance through structured training, coaching, and reinforcement of operational standards.
In partnership with Security Leadership, the FTO identifies training needs, develops and delivers impactful learning experiences, and supports the onboarding and ongoing development of team members. This role plays a key part in shaping team culture by modeling service excellence, accountability, and alignment with Harrah’s Northern California values.
Qualifications:
- High school diploma or equivalent required
- Minimum of one (1) year in a customer-facing or public safety role
- Valid California Driver’s License with:
- No suspensions
- No DUI convictions
- No more than two moving violations within the past three years
- Strong interpersonal and communication skills with the ability to influence and coach others
- Ability to make sound, timely decisions in high-pressure situations
- Strong observational and report-writing skills
- Must be able to obtain Alcohol Awareness, First Aid, and CPR certifications
- Ability to work independently and collaboratively in a fast-paced environment
- Availability to work all shifts, including weekends and holidays
- Ability to stand, walk, or sit for extended periods throughout the shift
- Ability to work indoors and outdoors in varying temperatures (10°F to 115°F)
- Ability to lift up to 60 pounds; push/pull up to 150 pounds
- Ability to physically restrain individuals when necessary
- Ability to respond quickly and effectively in emergency or high-stress situations
- Ability to work in environments with smoke, noise, bright lights, and dust
- Must be able to stoop, bend, jump, twist, crouch, grip, carry heavy loads, and maneuver quickly on level surfaces, as well as up and down stairs.
- Responds to visual and aural cues.
- Must be able to read, write, speak, and understand English.
Commitment to Our Values
As a frontline leader and trainer, the Field Training Officer plays a critical role in teaching, reinforcing, and modeling Harrah’s Northern California service culture. This includes actively coaching team members on how to bring our service pillars to life in every interaction.
Blaze the Trail
- Identify opportunities to improve safety, service, and operational effectiveness
- Encourage innovation and continuous improvement through coaching and feedback
- Reinforce accountability by setting clear expectations and modeling initiative
All-In on Service
- Train and coach GSOs to deliver safe, positive, and memorable guest experiences
- Reinforce proactive service behaviors, including anticipation of guest needs and timely resolution of concerns
- Ensure team members consistently demonstrate care, professionalism, and guest-first thinking
Together We Win
- Foster collaboration across departments to support a seamless guest experience
- Reinforce teamwork by supporting peers, especially during high-demand periods
- Promote a culture of respect, communication, and shared accountability for safety and service excellence
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. This standard reflects our dedication to hospitality, teamwork, and creating a positive experience for all guests and team members.
Under the EGE policy, team members will:
- 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 their surroundings by keeping their head up and actively looking for opportunities to engage (“head on a swivel”).
- Proactively seek opportunities to greet, assist, and positively interact with guests and team members throughout their shift.
- Always demonstrate professionalism, understanding that when on the casino floor or in guest‑facing areas, they 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, consistent, and extraordinary experience for everyone who enters our property.
Essential Job Functions:
- Perform all core responsibilities of a Guest Safety Officer with professionalism and consistency
- Lead onboarding and field training for newly hired Security Officers, ensuring readiness and confidence
- Assess ongoing training needs and partner with leadership to enhance training programs and consistency
- Develop, deliver, and facilitate training content, including classroom and hands-on instruction
- Maintain and update training materials, including Security Policies & Procedures and Emergency Action Plans
- Provide real-time coaching and feedback to team members to reinforce performance and service expectations
- Ensure team members demonstrate strong understanding of safety protocols and emergency procedures
- Maintain accurate and timely documentation, including incident and accident reports
- Support department readiness through participation in drills, meetings, and BUZZ sessions
- Model professionalism, strong decision-making, and guest-focused behavior at all times
Physical, Mental & Environmental Demands:
- Ability to stand, walk, or sit for extended periods throughout the shift
- Ability to work indoors and outdoors in varying temperatures (10°F to 115°F)
- Ability to lift up to 60 pounds; push/pull up to 150 pounds
- Ability to physically restrain individuals when necessary
- Ability to respond quickly and effectively in emergency or high-stress situations
- Ability to work in environments with smoke, noise, bright lights, and dust
- Must be able to stoop, bend, jump, twist, crouch, grip, carry heavy loads, and maneuver quickly on level surfaces, as well as up and down stairs.
- Responds to visual and aural cues.
- Must be able to read, write, speak, and understand English.
Harrah’s reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Preference is given to qualified Buena Vista Me-Wuk tribal members and members of other federally recognized tribes.
