Job Overview El San Juan Hotel Security Manager assists the Director of Security in managing security operations on a daily basis. Areas of responsibilities include the protection and safety of property assets, employees, guests and property, accident and fire prevention and response. Ensures the continuous protection of guests, employees and hotel assets. Maintains logs, certifications and documents required by law and Standard Operating Procedures Essential Functions GUEST SERVICE/COMMUNICATIONS Present an authentic and professional image to further the overall theme of the property. Follow hotel standards on the Forbes Five star standards. Lives and promotes El San Juan Hotel philosophy of service excellence Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. Delivers excellent customer service throughout the customer experience and encourages the same from other employees. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. Coordinates and communicates event details both verbally and in writing to the customer and property operations. Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations. Responds to and handles guest problems and complaints. Uses personal judgment and expertise to enhance the customer experience. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. Attends pre- and post-convention and weekly forecast meetings to understand group needs and gather critical information to communicate to security officers. Celebrates successes by publicly recognizing the contributions of team members. Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. JOB DUTIES Assists in the development and implementation of emergency procedures. Recommends follow-up action for security breaches. Conducts investigation of all losses of property assets and refers to proper management for disposition. Deploys security staff to effectively monitor and protect property assets. Complies with all Corporate Security safety and security management guidelines and procedures. Completes proper documentation and reports all employee accident and general liability incidents to Claims Reporting Service. Conducts periodic patrols of entire property and parking areas. Recognizes success across areas of responsibility. Handles guest problems and complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Identifies and makes recommendations for minimizing physical hazards and unsafe work practices. Implements action plans to monitor and control risk. Keeps abreast of local criminal activity as it may impact property. Maintains required reports and documentation regarding patrols of property and parking areas. Inspects all security equipment and ensures it is fully functioning. Provides means for obtaining necessary medical attention on a timely basis. Conducts hourly employee performance appraisals according to Standard Operating Procedures. Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others. Completes disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. Maintains first aid and CPR certifications required for Security officers. Implements local authority requirement for security and safety. Qualifications Excellent communication skills in all aspects; Professional and appropriate business appearance and presentation; 5 years' experience in a comparable position in a luxury hotel operation; Excellent knowledge of all aspects of Rooms Division Operations; Excellent organizational and administrative skills; Excellent guest service and problem resolution skills; Flexibility to meet the demands of a 24-hour operation; Ability to work comprehensively with spreadsheets and budgeting packages. QUALIFICATION STANDARDS EDUCATION & SKILLS 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 5 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area in a luxury hotel operation. CERTIFICATES Health Certificate as required by law Good conduct certificate required SDL2017
