Job Description

Ensuring the safety, security, and well-being of guests and associates in accordance with hotel security and safety standards. Ensure all areas and access points within the property are safe and secure at all times. Must maintain a high level of visibility to deter undesirable activity. Using your training and expertise, understand how to effectively deal with disorderly hotel/bar guests and patrons. Brief the AGM on all matters of high importance before concluding the shift. Supports departmental leadership to perform protective and enforcement functions in a courteous, poised, and professional manner.

RESPONSIBILITIES AND JOB DUTIES:

• Must be familiar with job responsibilities of all associates and departments.
• Must be familiar with the responsibilities of the day, evening, and overnight Security and Safety shifts.
• Must adhere to and have a thorough understanding of the Security and Safety Departments Standard Operating Policies and Procedures (SOP).
• Must adhere to and have a thorough understanding of Hotel brand standards.
• Must have a thorough understanding of the Emergency Procedures Manual.
• Must have knowledge and confidence in the basic procedures for medical emergencies.
• Must have a valid drivers license and be able to drive hotel shuttle as needed.
• Possess knowledge of the chemicals that are used throughout the hotel, and their dangers.
• Maintain order in the hotel, dealing with the welfare of guests, e.g., assisting with door lock problems, coordinate expedient response to emergency conditions such as fire, safety hazards, and threats to life and/or property in a calm and professional manner.
• Handle undesired conduct, violations of hotel policy, and civil laws as warranted for the safety of hotel guests, patrons, associates, and property.
• Answer the Security Office telephone. Emergency calls take precedence over all calls. Listen fully and replying with empathy in a clear, concise speaking voice.
• Memorize and monitor the locations of the Fire Life Safety Systems and equipment in the building (e.g., AED's, exits, alarm pull stations, fire extinguishers, and sprinklers).
• Escort guests and associate as requested to parking lots, guest rooms, etc. Provide an escort to departments handling cash to ensure safe transport of company assets.
• Spend majority of the shift on foot patrol, climbing stairs, walking of the interior and exterior perimeter of the hotel to observe and identify potential security and safety risks or conditions.
• Ensure that designated hotel facilities are locked or unlocked during designated times.
• Review the daily business levels (e.g., in-house groups, Banquet functions, and Guest/VIP arrival/departure information) to anticipate critical situations and plan effective solutions to best expedite these solutions.
• Assist wherever and whenever necessary to accommodate guest needs and expectations.
• Act as liaison between guests and the hotel relating to the Standard Operating Policies and Procedures during both guest and associate related incidents.
• Ensure all shift paperwork and log entries are fully completed, proof-read, and filed or saved appropriately.
• Ensure all Security Incident Reports are properly typed, proofread, and distributed to the Director, Executive Committee, and where appropriate, the department head.
• Ensure all Lost and Found items are properly logged and stored in storage making sure all stored inventory is never compromised.
• Knowledge of CCTV System, Salto programming of locks/keys, interrogating and printing out room lock reports. Assist guests with door lock problems using moderately complex hand-held electronic apparatus, if necessary.
• Ensure Key Control Plan, and other control measures, are adhered to at all times.
• Conduct daily bag checks for associates at the associate entrance.
• Inspect packages entering and/or leaving the property.
• Must be available to work all shifts including mornings, nights, and weekends.
• Complete other duties and responsibilities as assigned by AGM.

PHYSICAL DEMANDS:

• Must be able to walk, run, and stand for long periods of time and great distances.
• Must be able to walk up and down stairs (may have to run of some occasions).
• Must be able to lift, carry, push, or pull a minimum of 25 pounds of weight.
• May be required to work outside of the building for periods of time during events or special situations.
• Must be physically, mentally, and emotionally capable of handling all types of emergencies, people, and stressful situations.

SPECIAL SKILLS REQUIRED:

• Must have a good working knowledge of the entire hotel.
• Must have the ability to comprehend verbal and written instructions.
• Must have excellent verbal and written communication skills.
• Must have the ability to help and work well with others.
• Ability to make excellent independent judgment decisions.
• Must be able to handle sensitive and confidential information with a clear understanding as to who is, or should be, part of the conversation.
• Must remain extremely calm under high pressure circumstances.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy, to defuse anger and collect accurate information.
• Ability to perform duties within extreme temperature ranges.
• Must have the ability to meet deadlines, work under pressure, and work independently.
• Ability to maintain a highly positive and friendly image that will reflect well on the hotel.
• Ability to maintain a positive attitude in a fast-paced work environment.
• Confident individual who is willing to assume responsibility.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of higher education, training, or experience, that provides the required knowledge skills and abilities. High School diploma preferred.

EXPERIENCE REQUIRED:

Prior hotel/motel/resort, law enforcement, private security, or military experience preferred.

LICENSES OR CERTIFICATES:

• Certified in Adult, Child and Infant CPR, AED and First Aid.

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