Summary Job Purpose:
To provide the most responsive, knowledgeable and courteous service by protecting not only the property but, also the safety of the guests and employees through observing, reporting and taking action.
Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Licenses / Certificates:
Ability to obtain/renew all government required licenses or certification (Gaming Registration).
Essential Job Functions:
Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide guest satisfaction. Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
Serve and promote a safe environment for hotel guests and employees.
Respond in a calm demeanor for any/all emergency situations that may arise, i.e., bomb threats, medicals, deaths, domestic disturbance, etc.
Stand stationary/mobile posts inside/outside the hotel as directed by the supervisor, Director of Security or his/her representative.
Patrol the property on a continual basis assisting guests/employees whenever needed and securing the hotel property against loss and/or damage.
At all times the officer will handle him/herself in a calm, professional and courteous manner to guests, co-workers, employees and individuals on the property.
Address any problem and/or incident on property to the supervisor during the tour of duty.
Be observant in all areas inside/outside of the hotel for safety concerns or suspicious circumstances.
Use good judgment, reason and a calm demeanor when approaching a disgruntled individual. In the event of a confrontation separate the involved persons without getting hurt or escalating the situation.
In the event of an emergency, or similar situation take control and instruct fellow co-workers, employees and guests as to the best course of action to take.
Complete investigations and subsequent reports by asking questions pertinent to the situation such as; who, what, where why, how, etc. in order to gather sufficient details to thoroughly satisfy investigation/report requirements. Use a computer report writing system to complete reports, and be able to follow through/up on any given report.
Make constant contact with both customers/employees to provide optimal service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed for guest service, investigations, etc.
Good communications skills and professionalism are required when dealing, and cooperating with outside agencies such as Police Officials, Fire Department, FBI, Secret Service and Governmental Officials.
Grasp, lift, move, carry and/or push materials, supplies, etc., weighing up to 50 lbs., on a regular basis, or up to 75 lbs frequently. Lift and or carry individuals (unconscious persons) of 100 lbs. or more on an occasional basis.
Bend, stoop, reach (above & below shoulder level), kneel, climb, squat, twist (at the neck & waist) and sit, walk, and/or stand (depending on posting requirements) between 6-8 hours, or for duration of shift. Simple/power grasping, as well as fine hand manipulation and repetitive use of the hands is required to complete the essential functions of the position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules that reflect the business needs of the Hotel.
Comply with hotel rules and regulations for the safe and efficient operation of Hotel facilities.
Other duties as assigned within the scope of this job description.