Hotel Night / Security Manager

Description

Manage hotel staff during second and or third shift to ensure a high level of quality service. Oversee all hotel operations, address emergency situations, resolve guest issues, and ensure the safety of both guests and associates, particularly through managing Loss Prevention Officers.

ESSENTIAL FUNCTIONS:

1. Complete knowledge of but not limited to: Front Office operating systems, Fire Panel, Emergency Procedure Manual, and Safety and Security operations.

2. Act as Manager-on-Duty for supervisory and line associates during the second and/or third shift. Assist in enforcing decisions made by fellow managers.

3. Handle noise complaints, credit problems, employee conflicts, guest complaints, and rejection of unruly guests in conjunction with hotel security team utilizing diplomacy and good judgement.

4. Patrol and monitor hotel facilities to identify potential security risks and respond promptly to any incidents or concerns.

5. Establishes and maintains effective Employee Relations.

6. Ensure high levels of quality and service in hotel during the second and/or third shift.

7. Regular full property inspections on a nightly basis.

8. Investigate and document all security-related incidents and assistance provided in accordance with hotel policies.

9. Develop and maintain hotel safety and Security programs.

10. Assist with the Safety Committee and Safety Audit Process.

11. Conduct bag checks and/or locker inspections as deemed necessary.

12. Assist in operation of the front desk to include greeting guests, performing guest transactions, operating the front office system, answering the phone and ordering supplies.

13. Oversee the MOD reporting process, review shift reports daily and perform follow up as necessary.

14. Inform Director of Rooms of all safety and security concerns of property, guests and associates, including OSHA, General Liability and Workers' Compensation cases.

15. Create year-over-year improvement in Guest satisfaction scores throughout the hotel.

16. Ensure appropriate standards of conduct, dress, hygiene, and appearance are maintained.

17. Instill a working knowledge and train Marcus Hotels and Resorts policies and procedures, OSHA standards and procedures, Marriott Standards.

18. Perform all other related duties and special projects as requested and/or assigned.

POSITION REQUIREMENTS:

1. High School Diploma required with an advanced degree in hospitality or criminal justice related field preferred.

2. At least 3-5 years of previous Loss prevention experience required, prior supervisor/management experience preferred.

3. Dependable and reliable to meet the demands of a 24 hour operation with flexibility to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.

4. Attention to detail.

5. Basic computer skills and ability to operate security cameras, radio communications, and fire control systems to stay informed about potential security threats.

6. Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.

7. Excellent interpersonal communication skills to include the ability to read, write, speak, and understand the English Language.

8. Must be able to lift, push, pull and or carry up to 50 lbs.

9. Ability to stand and move throughout the property continuously to perform essential job functions.

10. Hearing and visual ability to observe and detect signs of emergencies.

11. Enforce hotel rules and regulations, including those related to access control, package inspections, and key management.

12. Collaborate with other departments to ensure seamless communication and effective incident response.

13. Must have excellent telephone etiquette skills.

14. Must be able to represent the company in a professional, well-groomed and courteous manner.

15. Supervisory and organizational skills with the ability to multi-task.

16. Meet deadlines for assignments and projects.

17. Must have a valid driver's license.

18. Ability to develop subordinates to enhance advancement in the hotel and corporation.

Equal Opportunity Employer