Since 1987, Pacific Hospitality Group has maintained a strategic vision and strong core values as guiding principles for business success. With luxury hotel properties from Napa Valley to Southern California, PHG's growing portfolio of hotel and resort investments reinforces the company's cohesive vision and ensuing success.
PHG manages, develops, finances, and owns hotels and resorts located in California, Hawaii, Arizona and Louisiana. We currently own and manage 11 hotels and resorts, representing over 2,676 rooms and 203,650 square feet of premier indoor meeting and event space.
Manages all Security operations to ensure safeguard of property, assets, guests, visitors and team members while providing outstanding guest service and contributing to financial profitability. Builds and manages teams effectively.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:
1. Manages all Security operations. Responsible for planning department goals and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success and financial profitability. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings. Attends all required meetings.
2. Ensures property is patrolled regularly to ensure the safety of guests and team members and to protect all hotel assets. Answers house calls, assists guests and team members with respect to safety, security and hotel operations. Assists injured guests and team members, ensuring documentation and disposition of reports.
3. Ensures Security team members are adhering to all established security practices and procedures, including investigations, reporting, logging, and interaction with guests, law enforcement and team members.
4. Chairs (or co-chairs) the safety committee and conducts monthly safety meetings and trainings to promote safety throughout the resort. Takes an active role in the handling and tracking of reportable and non-reportable injuries. Work closely with Team Member Services on managing workers compensation claims and related situations
5. May be required to directly oversee property's vehicles, ensuring maintenance and registration are current and the property is adhering to all parking/resort vehicle policies.
6. Checks alarm systems, safety and fire equipment systems and closely monitors security of building doors, service areas and delivery areas. Conducts regular tests of systems. Works with property's management to implement programs to improve safety.
7. Takes emergency calls and ensures operational support areas are covered to provide excellent customer service. Assumes a key lead role during emergency response needs as directed by the General Manager or other management. Develops/maintains/implements the emergency procedure manual for the property.
8. Monitors SOPs to ensure consistent exceptional security service is provided. Assists in developing and updating policies and procedures. Participates in regular meetings with Management Team to ensure goals, challenges, and service standards are met.
9. Resolves guest complaints and anticipates potential problems by reviewing and monitoring incident reports. Follows up and responds to all Guest Liability claims. Works directly with insurance company to ensure claims are handled expeditiously, guests are satisfied, and costs are mitigated. Responds to all notifications of all unusual events or circumstances, missing items, or alleged theft. Monitors, tracks, investigates, coordinates, and ships (or arranges pick up) all Lost & Founds items left by guests and team members. Continuously follows up with various departments to ensure Lost & Found policies are being upheld. Involves management with complaints and resolution of any missing items attaching appropriate incident reports. Follows up with department heads on tracking evidence of team members being noted as not turning in Lost & Found items when reported.
10. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Maintains relationship with local fire and police services.
11. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
12. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy.
2. Approves leave and time away from work within company policy. Enters schedules and monitors timecards for accuracy.
3. Runs and analyzes various reports to monitor customer satisfaction, occupancy, safety trends, etc.
4. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify,
change or rescind work assignments and to make reasonable accommodations as needed.
Qualifications (relevant experience, education and training):
1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in Hospitality Management desired.
2. Five or more years related Security experience and one year as Supervisor/Assistant Manager in similar setting. Requires valid drivers' license in good standing with clean driving record.
3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Requires solid knowledge of security challenges commonly found at a hotel. Must be knowledgeable about related federal and state laws related to handling security issues.
5. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction. Requires ability to serve needs of guest through use of the phone, computer and face-to-face. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction. Must demonstrate positive attitude and
6. Able to use mathematics to solve problems.
7. Requires computer skills to enter data, read, and interpre t information. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel. Must be able to conduct Internet searches to obtain information.
8. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods