Guest Security Officer

**PRIMARY FUNCTIONS**

Reporting to the General Manager, the Guest Security Officer is responsible for the day-to-day security and safety operations of the building and surrounding property. This includes the monitoring hallways, public areas, restaurant, and parking lot, as well as responding to any issues related to the guest rooms themselves. Due to the nature of our business this position includes evenings, weekends, and holidays.

**DUTIES AND RESPONSIBILITIES**:
The specific responsibilities of the Guest Security Officer will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to the following areas:

- Follows all established and future security Standard Operating Procedures.
- Ensures that security patrols and security reports are conducted on a regular basis in accordance with the hotel policies and procedures.
- Processes all written reports involving security related incidents and customer/associate incidents or accidents and forwards to report group in a timely manner.
- Provides value added service to customers to meet or exceed customer expectations:

- Communicates effectively with customers, co-workers, and supervisors.
- Demonstrates teamwork by cooperating and assisting at the front desk and food & beverage outlets as needed, this includes but not limited to: after hour room service delivery, extra amenities room deliveries, luggage assistance, room checks, room moves, etc.
- Handles difficult guest inquiries and concerns effectively, demonstrating problem resolution, and effective recovery.
- Maximizes guest service by exhibiting strong knowledge of the hotel's facilities and services.
- Conducts regular parking lot, public space, and floor patrols.
- Improves safety and security of the hotel by communicating safety and security hazards with department leaders and conducts regular inspections and/or investigations.
- Handles complaints, investigates, and thoroughly reports on customer or associate injuries, thefts, assaults, property loss and/or vandalism as necessary.
- Investigates associate and customer injuries and security incidents in accordance with hotel policies and procedures.
- Responds to all emergency situations immediately. Takes appropriate action to safeguard customers, associates, and the hotel. Completes necessary reports.
- Compiles information from reports to maintain a database on all safety or security incidents at the hotel.
- Assists in implementing preventative safety and security programs throughout the hotel.
- Analyzes information from incident reports and develops procedures to prevent a recurrence of the same incident.
- Maintains safe working conditions within the hotel.
- Maintain the exterior cleanliness and safety by shoveling snow and removing debris constantly
- Ensures that all associates follow safety rules and procedures.
- Ensures all liquor laws and fire codes are enforced.
- Checks all identification of unfamiliar people in “Staff Only” areas and ensures contractors are following the visitor sign in policy.
- Conducts daily inspections of the hotel’s first aid kits and restocks as required.
- Reports all concerns related to Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader.
- Keeps immediate GM promptly informed of all problems or unusual matters of significance.
- Adheres to all Nova Hotels standards, including Hygiene/Grooming, Health & Safety, Fire Safety, Key Deliverables and Guest Interactions.
- Provides exceptional guest service at all times.
- Ensures customer concerns are addressed in a timely and professional manner and follows the “Remarkable Recovery” formula.
- Other projects/duties as assigned.

**JOB SPECIFICATIONS AND SKILLS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**Education**: High School diploma. PROTECT certification and Individual License for security services as required under the Security Services and Investigator Act. Previous training in hospitality is considered an asset. Previous training within safety and/or security is considered an asset. CPR certificate.

**Experience**: 1-2 years’ experience in hospitality industry is considered an asset. 1-2 years of previous experience within a safety and security position is required.

**Interpersonal Skills**: Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.

**Teamwork**: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to