Loss Prevention Officer

Job Description

The Seasonal Loss Prevention Officer ensures the safety and tranquil stay of hotel guests and employees, to enforce the policies and procedures of the hotel and to record in writing any assigned task. Prepare incident and accident reports accurately and in the format specified by the Director of Loss Prevention.

Responsibilities

To observe and report on all assignments

• Flexible position according to business needs (no set days), must work 1st and 2nd shift and provide support to 3rd shift when needed.
• Must work weekends.
• Able to keep accurate records and communicate using radio equipment.
• Record and report any unsafe conditions while patrolling hotel property.
• To ensure protection and preservation of hotel, guest, and employee property.
• Maintain professional attitude and appearance.
• Performs security rounds of the hotel to include of front of house and heart of house areas. Visits all locations requiring special attention as frequently as required. Responds immediately to those emergency incidents and Security requests to which he or she is assigned. Ensures maximum guest, associate, and hotel safety and security at all times. Is courteous, tactful, and helpful, but firm in enforcing hotel policies and procedures. Familiar with all emergency situations, including fire alarms, according to procedure and with an appropriate sense of urgency. Performs lock audits as assigned by the ISD operator and management. Reports in writing on all activities during each shift before leaving the hotel, with oral reports and emergency notifications delivered as directed by the established Security procedures. Performs duties as assigned by the Director of Engineering, Security Supervisor, and responds to directions from any Executive Committee member or Department Manager. Creates and maintains the highest standards of Security at all times, begin professional in attitude, appearance, and application. Monitors the Security of the receiving dock and may assist with collecting packaging passes for all parcels taken from hotel. Assists with retrieving items from the Purchasing department afterhours and on weekends. Confiscates all unauthorized parcels etc., and notifies the Director of Engineering immediately. Protects hotel from admission of undesirables and others not conducting legitimate business within the premises. Use friendly and appropriate expressions when engaging guests. Be fully acquainted with the different points of interest. Ensure that the public areas are clean and tidy by cooperating with Housekeeping Department when necessary. Direct guests to the Front Desk or meeting rooms. Engage in conversation with as many guests as possible. Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process. To be thoroughly knowledgeable Security Moments of Service scenarios, and execute to standard. Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program). To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage). To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing). To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls). Understand the importance of our Medallia scores. Maintain 4 - Star / 4 Diamond Standards of guest service. Maintain unexpired CPR certification at all times. Aid guests in locating other areas of the hotel (walk them to destination if possible). Familiarity with parking validation procedures and Good Night's Rest Policy. Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets. Be pleasant, smile and greet all guests, using surnames when obtained. Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity. Deliver personalized, memorable guest experiences by utilizing the Power of One. Perform other duties | special projects as assigned by Front Office Management.

Qualifications