Guest Security Officer

2 weeks ago

Yellowknife, Canada Nova Hotels Full time
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 building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency and thoroughness.

Cost Consciousness: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate and ethical reporting of company finances.

Ethics: Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Safety and Security: Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. Must be able to provide a security/criminal clearance from local authorities.

Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Commits to required hours of work when necessary to reach goals. Flexible to work a variety of shifts.

Initiative: Takes independent actions and calculated risks; Asks for and offers help when needed.

Innovation: Generates suggestions for improving work.

Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations. Ability to respond to common inquires or complaints from suppliers. Strong computer and telephone abilities.

PHYSICAL DEMANDS:
Typically sitting, standing, walking, bending, crouching or stooping; occasionally lifting 5-50 lbs

WORK ENVIRONMENT:
The work environment is a diverse setting, which has the following conditions: medium noise environment; high traffic area for internally and external guests, exposure to office equipment such as photocopier, fax and telephone, exposure to moving parts and equipment such as vacuum and steam cleaner. Potential exposure to theft and/or belligerent guests. Potential exposure to chemicals. Frequently working in areas of high temperatures around heavy equipment. Potential exposure to sharps and biohazards; exposure to theft and/or belligerent guests, exposure to natural elements such as rain and snow, exposure to hazards such as drug paraphernalia, physical violence, and biological hazards.

Nova Perks:

In addition to competitive wages we offer:

  • Staff Rates at any of our locations throughout NWT, Saskatchewan and Alberta
  • Friends & Family Rates at any of our locations 
  • Extended Health Benefits for full time employees 
  • Employee Discounts at the F&B Outlets 

About Us:

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family. 



We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.

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