- Responsible for supervising staff and the overall daily management of a designated shift in the Surveillance department. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. - Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and overall coverage mandated by Gaming regulations.- Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to director. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Knowledge of and enforcement of all gaming laws and regulations which apply to the functions and duties of the Surveillance Department for which this position is responsible. - Partners with property departments to design and conduct highly sensitive investigations to facilitatefactfindingprobe into potentially illegal or inappropriate activities. - Act as direct liaison between surveillance room activities and the Surveillance Director and assume responsibility for the efficient operation of the Surveillance Department or assigned shift, in absence of Director. - Participate in the hiring process by attending interview and making recommendations in staffing. - Responsible for the overall integrity of daily operations, ensures compliance with all regulatory, internal control, and policies and procedures. - Safeguards company assets at all times. - Submits all appropriate reports when incidents, infractions, and violations occur. - Examine and analyze the physical property, processes and procedures to oversee and enforce compliance policies. - Serve as liaison with gaming regulators, public law enforcement, and other agencies as it relates to Surveillance by maintaining a positive and constructive relationship, in absence of Director of Surveillance. - Conduct, supervise and prepare reports relating to any incident that is reported. - Oversee the management of attendance and time records. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. - Maintains strict confidentiality in all departmental and company matters.
MAJOR JOB DUTIES: Duties include, but are not limited to the following: The Surveillance Technician is responsible for the installation, maintenance and repair of the surveillance system equipment used by the surveillance department. Performs preventive and corrective maintenance on electronic, electrical and mechanical components of the surveillance system in a professional manner order to assist in reaching profitability, guest satisfaction, and workforce strength and compliance goals. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Must be on call 24 hours a day. - Ensure compliance with applicable laws and regulations. - Perform the duties of a Surveillance Supervisor or Agent if necessary. - Perform other duties as assigned by the Surveillance Manager. - Provide professional representation at internal and external meetings and events. - Create and maintain an environment of mutual and reciprocal trust, respect and confidence within the department and when dealing with internal/external guests. - Maintain accurate and timely documentation of equipment malfunctions and repairs performed. - Adhere to all Corporate and local policies, procedures, and operating guidelines. - Demonstrate abilities to meet performance expectations with Communications, Initiative/Problem Solving, Guest Service/Interpersonal Relations, Work Habits and Conduct, and- Responsible Gaming/Business Ethics. The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements inherent in this job.
SUMMARY: Assist the Lead Surveillance Technician in managing CCTV analog matrix and digital recording system. Keeps equipment operating with routine cleaning, repair, and installation of new or replacement CCTV equipment. ESSENTIAL RESPONSIBILITIES include the following. Other duties may be assigned.- Responsible for supplying the Lead Surveillance Technician with an accurate record of equipment malfunctions, assist the Lead Surveillance Technician with fixing any malfunctions in a timely manner, and reporting such to the Indiana Gaming Commission and the Director of Surveillance.- Completes preventive maintenance/ equipment schedules.- Repairs Surveillance Equipment- Works at heights on ladders, scaffolding and lifts.- Assist with low voltage, CCTV camera placement and installs, digital recorder maintenance and installs, IT networking, UTP Cable and Coax pulls.- Must gain and keep CCTV Equipment Certifications (Digital & Analog Certifications)- Stay up to date up on new CCTV Equipment technology (Analog/Digital & IP Equipment)- Maintain professional relationship with all CCTV vendors, distributors, and manufacturers- Reports directly to the Director of Surveillance.- Assist all Departments.- Provide positive communication and use Marquee Service skills with every patron and co-worker.- Perform duties in a safe manner; report any potential safety hazards to management staff.- Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
- Responsible for a high skill area where a special skill set and knowledge of a wide variety of cuisines, soups, and sauces is required. Examples: Cook specialty food such as Italian, Indian, and Asian cuisine, sushi preparation.- Has the full capabilities to be able to prepare and execute functions as a leader. - Assist the Sous Chef /or Chef de Cuisine in providing general leadership, direction and training to the departmental culinary team. - Assist in organizing, prioritizing and assigning workload to ensure that production and service run smoothly.- Ability to prepare wide variety of, sushi rolls, sauces and sushi rice.- Deep knowledge of culinary operations in Asian cuisine, preparation of sushi rice and rolls and how menus are executed.- Ability to work with small, delicate and sensitive equipment (i.e. knives) requiring fine finger dexterity.- Observe and test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling or piercing them with utensils.- Assist in work direction to kitchen staff ensuring work procedures, quality standards and menu specifications are adhered to.- Prepare a daily prep list and written daily orders.- Maintain and control of the sushi bar and/or work area and inform chefs if staffing levels are not appropriate based on business volumes.- Receive and deliver food to the proper areas.- Coach and direct all cooks and assistant cooks to work in a productive and efficient manner.- Perform all duties as assigned by management.
- Reports to Sushi Sous Chef and works with Cooks for job assignments for the day. - Prepares, seasons, and cooks soups, meats, vegetables, and desserts. - Successfully produces a variety of Asian dishes for consumption in dining areas at Hollywood Casino at Charles Town Races. - Must be knowledgeable in the preparation and service of Chinese/Cantonese cuisine. - Measures and mixes ingredients according to recipe to prepare soups, salads, gravies, desserts, sauces, and casseroles. - Bakes, roasts, broils, steams meats, fish, vegetables, etc., and utilizes wok. - Adds seasoning to foods during mixing or cooking. - Observes and tests foods being cooked by tasting, smelling, and piercing with fork to determine that it is cooked. - Carves meats, portions food on serving plates, adds gravies and sauces, and garnishes servings to fill orders. - Washes, peels, cuts, and shreds vegetables and fruits to prepare them for use. - Butchers chickens, fish, and shellfish. - Cuts, trims, and bones meat prior to cooking. - Bakes bread, rolls, cakes, and pastries. - Ensures kitchen is clean and organized upon closing. - Any task assigned by Lead Cook, Sous Chef, Room Chef and/or Restaurant Manager.
- Responsible for supervising staff and management of daily operations in the Table Games department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.- Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction. - May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager. - Works closely with department leadership to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability. - Makes suggestions for improvement on standard operating procedures as needed. - Shares responsibility for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances. - Responsible for the accountability of the chips, cards, dice, and all other gaming equipment. - Assists with verifications of table inventories and effectively manages table limits. - Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department.- Maintains a continuous inspection of cards and dice, ensuring the security of assigned table games.- Shares responsibility for the overall integrity of daily operations. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.- Ensures efficient operations and table games protection. - Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers, in accordance with established procedures.- Accounts for chips on assigned games. This includes but is not limited to making fills and credits as needed.- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
- Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department. Provides oversight for all games, game protection, and overall operation of the table games on their assigned shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction. - May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Ensures enforcement of games procedures and policies as outlined in company and department manuals and inaccordance with Internal Controls. Monitors for compliance. - Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers. - Responsible for the accountability of the chips, cards, dice and all other gaming equipment. - Verifies table inventories and effectively manages table limits. - Effectively handles customer concerns and requests. - Assists with responsibility of the overall engagement of all team members on their shift by addressing and managing team member feedback, suggestions, complaints, and grievances. - Assists with the overall integrity of daily Table Games operations. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. - Maintains strict confidentiality in all departmental and company matters.
**Sign-On Bonus** Pay-out will be paid as follows:- $500 in 30 days- $1000 in 90 days- $1000 in 180 days ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department.- Provides oversight for all games, game protection, and overall operation of the table games on their assigned shift. - Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.- May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Ensures customer service standards are followed by all team members and addresses issues as they arise. - Ensures enforcement of games procedures and policies as outlined in company and department manuals and in accordance with Internal Controls. Monitors for compliance.- Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers. - Responsible for the accountability of the chips, cards, dice and all other gaming equipment.- Verifies table inventories and effectively manages table limits.- Effectively handles customer concerns and requests.- Assists with responsibility of the overall engagement of all team members on their shift by addressing and managing team member feedback, suggestions, complaints, and grievances. - Assists with the overall integrity of daily Table Games operations. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department.- Provides oversight for all games, game protection, and overall operation of the table games on their assigned shift. - Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.- May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Ensures customer service standards are followed by all team members and addresses issues as they arise. - Ensures enforcement of games procedures and policies as outlined in company and department manuals and in accordance with Internal Controls. Monitors for compliance.- Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers. - Responsible for the accountability of the chips, cards, dice and all other gaming equipment.- Verifies table inventories and effectively manages table limits.- Effectively handles customer concerns and requests.- Assists with responsibility of the overall engagement of all team members on their shift by addressing and managing team member feedback, suggestions, complaints, and grievances. - Assists with the overall integrity of daily Table Games operations. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
Responsibilities - Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department.- Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.- Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction.- May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. - Ensures customer service standards are followed by all team members and addresses issues as they arise. - Works closely with the Shift Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability.- Shares responsibility for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances.- Responsible for the accountability of the chips, cards, dice, and all other gaming equipment.- Assists with verifications of table inventories and effectively manages table limits.- Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department.- Maintains a continuous inspection of cards and dice, ensuring the security of assigned table games during assigned shift.- Shares responsibility for the overall integrity of daily operations on assigned shift.- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
- Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction. - May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Works closely with the Shift Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability. - Shares responsibility for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances. - Responsible for the accountability of the chips, cards, dice, and all other gaming equipment. - Assists with verifications of table inventories and effectively manages table limits. - Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department. - Maintains a continuous inspection of cards and dice, ensuring the security of assigned table games during assigned shift. - Shares responsibility for the overall integrity of daily operations on assigned shift. - Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management. - Maintains strict confidentiality in all departmental and company matters.
- Responsible for supervising staff and the overall daily management of a designated shift in the Table Games department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.- Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction.- May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Works closely with the Shift Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability.- Shares responsibility for the overall engagement of all team members by addressing and managing team member feedback, suggestions, complaints, and grievances.- Responsible for the accountability of the chips, cards, dice, and all other gaming equipment.- Assists with verifications of table inventories and effectively manages table limits.- Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department.- Maintains a continuous inspection of cards and dice, ensuring the security of assigned table games during assigned shift.- Shares responsibility for the overall integrity of daily operations on assigned shift.- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
- Responsible for supervising staff and the overall daily management of a designated shift in the table games department. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.- May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reporting budget concerns to manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Works closely with the Shift Manager to implement and oversee overall strategies for customer service, comping, - games layout and mix, revenue growth, and expense management in order to maximize profitability.- Shares responsibility of the overall engagement of all team members with Shift Manager by addressing and managing team member feedback, suggestions, complaints, and grievances. - Responsible for the accountability of the chips, cards, dice and all other gaming equipment.- Assists with verifications of table inventories and effectively manages table limits.- Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department.- Maintains a continuous inspection of cards and dice ensuring the security of assigned table games during assigned shift.- Shares responsibility for the overall integrity of daily operations on assigned shift.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
- Overseeing the overall operation of Table Games on assigned shift or directly managing the Table game Pit areas- Directing the Table Games supervisors to accomplish the goals of the individual gaming areas and Table Games Department- Working closely with Table Games Shift Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability- Driving improvement in service and procedures through staff development and training programs- Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation.- Scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction. - Providing visible leadership in gaming operation areas- Ensuring compliance with Title 31 requirements and processes - Maintaining the overall integrity of daily operations- Modeling regulatory, departmental and company policies and procedures- Presenting oneself as a Credit to the Company and encourages others to do the same- Training all newly hired dealers in all games - Performing all other related and compatible duties as assigned
- Responsible for supervising and managing staff in the Table Games department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. - Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction. - May be responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager. - Works closely with the Assistant Shift Manager and/or Shift Manager to implement and oversee overall strategies for customer service, comping, games layout and mix, revenue growth, and expense management in order to maximize profitability. - Makes suggestions for improvements to standard operating procedures as needed. - Shares responsibility for the overall engagement of all team members with Assistant Shift and/or Shift Manager by addressing and managing team member feedback, suggestions, complaints, and grievances.- Responsible for the accountability of the chips, cards, dice, and all other gaming equipment. - Assists with verifications of table inventories and effectively manages table limits. - Assists in the maintenance and processing of all paperwork, logs, schedules, and communication pertaining to the Table Games department. - Maintains a continuous inspection of cards and dice ensuring the security of assigned table games. - Shares responsibility for the overall integrity of daily operations.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. - Ensures efficient operations table games protection.- Monitors chips and cash transactions between dealers and customers and ensures that proper payout amounts are paid to customers, in accordance with established procedures. - Accounts for chips on assigned games. This includes making fills and credits as needed. - Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management. - Maintains strict confidentiality in all departmental and company matters.
- Follows game procedures when dealing Blackjack, Craps, Roulette, Poker, Baccarat, and any other form or variation of table games.- Provides prompt, courteous and accurate dealing at assigned table(s).- Adheres to all West Virginia Gaming Commission, internal controls, and all other company and departmental policies and procedures as it relates to this position.- Performs accurate chip and cash transactions. - Receives wagers from customers and pays the appropriate game outcomes which are won by customers.- Maintains game security and protects company assets at all times.- Informs management of any irregular play; when a mistake is made; or, if a dispute arises.- Assists customers in understanding the rules and ensures adherence to established policies and procedures.- Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs. - Ensures behavior and appearance are in compliance with established standards.- Maintains a professional work environment with management and staff.- Maintains complete confidentiality of all company information at all times.- Participates in meetings and training as required.- Performs all job duties in a safe and responsible manner and reports safety hazards immediately.- Performs other duties as may be assigned by department and/or company management.
- Ability to deal poker in order to provide a courteous and entertaining experience- Accepts direction during day to day operations to ensure department standards and operational guidelines within the Poker area are met- Initiates courteous and friendly conversation with guests and provides game instructions to guests upon request or as assigned to encourage game activity- Sponsors new dealers as needed in order to provide new hires with adequate on the job training- Protects the integrity of the game through visual observation of all guests and game layout - Responsible to maintain a clean, organized work area including wiping down poker tables and picking up dirty glasses and ashtrays from empty seats- Presents oneself as a credit to the Company and encourages others to do the same - Performs all other related and compatible duties as assigned
- The Table Games Dealer is responsible for dealing and conducting table game play while providing and maintaining an atmosphere of professionalism and integrity within the game. - As the Table Games Dealer, you will be responsible for ensuring gaming activity in your assigned table area is being conducted in accordance with all established rules and regulations while maintaining acceptable game pace and security to minimize potential theft. - As part of your Dealer responsibilities you will be required to provide customer service to all guests assuring that their experience is enjoyable and memorable as a means of promoting return visits by the guest. - This position is responsible for directly monitoring casino gaming activity in accordance with all applicable rules and regulations in order to assist in reaching profitability, guest satisfaction, and workforce strength and compliance goals. - Provide encouragement, sets high expectations, and sets proud and positive examples necessary to ensure a fun, exciting, and professional working environment for our staff and a pleasant and entertaining experience for our guests. Providing superior customer service in accordance with Red Carpet Service Standards. - Demonstrate knowledge of and the ability to deal table games offered by the casino. - Reconcile potential conflicts with guests regarding the rules and conduct of game play. - Responsible for game protection including the identification of potential card counters, game accuracy, and pace of table game play. - Conduct all procedures associated with opening and closing the shift including preparing dice, cards and associated gaming equipment as well as accuracy completing all table games transactions required. - Assist in the handling of all guest-related matters with positive outcomes on disagreements in a consistent, professional manner to ensure return visits. - May be required to perform duties outside of normal job description where, in the Company's judgment, it is necessary in the interest of efficiency, productivity, or improved guest services. - Participate in ongoing training and successful completion of additional games as deemed necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Provide accurate and efficient dealing while following proper game procedures. - Perform accurate chip and cash transactions.- Observe or receive wagers from customers and take or pay the appropriate game outcomes.- Maintain game security and protect company assets at all times.- Assist customers in understanding the rules and ensure adherence to established policies and procedures.- Pay winning bets and collect losing bets.- Notify Table Games Leadership immediately of any irregularities or any customer requests which are outside of a Table Games Dealer's authority or knowledge.- Provide customers with information on how to play the game if requested.- Must adhere to regulatory, department and company policies. - Perform all job duties in a safe and responsible manner.- Perform other job related and compatible duties as assigned.
- Provides accurate and efficient dealing at assigned table game - Follows game procedures when dealing Blackjack, Craps, Roulette, Poker, Baccarat, and any other form or variation of table games - Provides prompt, courteous and accurate dealing at assigned table(s)- Adheres to all company and departmental policies and procedures and state regulations as it relates to this position- Performs accurate chip and cash transactions- Receives wagers from customers and pays the appropriate game outcomes- Maintains game security and protects company assets at all times - Assists customers in understanding the rules and ensures adherence to established policies and procedures- Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs