Security Officers

Overview This position shall strive to always provide exceptional service to both internal and external guests. S/he will be responsible to assist in providing leadership, guidance, and support to the safety committee and loss prevention team in the areas of guest service, training (e.g. safety awareness, OSHA standards, emergency procedures, etc.), scheduling, and performance management for the overall successful day-to-day operations. She/he will assist with directing the activities for the security and safety of the property, in compliance with all state and federal agencies. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serving as an ambassador for WAVE Hotel. At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day. Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly. Share the Experience: Enjoy UNLIMITED Friends and Family discounted rates, creating unforgettable memories together. Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions. Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security. Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most. Enriched Lifestyle: Enjoy a balanced lifestyle with paid vacation, sick days, and holidays, giving you time to recharge and celebrate with loved ones. Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, and more, making every day a little more extraordinary. As a member of the Lake Nona Wave Hotel team, you'll also benefit from: Enhanced Wellness: Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey. Culinary Delights: Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value. Complimentary, Convenience, and Comfort: Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday. Responsibilities Serve as the shift point of contact for Safety & Security Officers by communicating daily priorities, posts, patrols, events, incidents, staffing needs, guest-impacting concerns, and pending follow-up items. Conduct shift briefings and pass-downs that clearly communicate VIP arrivals, group activity, special events, safety concerns, property conditions, active incidents, management updates, and unresolved operational issues. Provide shift-level direction to officers regarding patrols, post coverage, radio communication, break coverage, key control, access control, lost and found, report completion, guest service support, and emergency readiness. Develop leadership presence by guiding officers professionally, setting expectations clearly, following up on assigned tasks, and modeling the standards expected of the Safety & Security Department. Reinforce department standards for professionalism, grooming, punctuality, radio readiness, confidentiality, respectful communication, documentation quality, guest interaction, and teamwork. Support officer development by assisting with onboarding, refresher training, patrol expectations, report-writing guidance, emergency procedure review, guest service expectations, and proper use of department systems. Coach officers in real time when documentation, communication, patrol completion, guest interaction, or procedural compliance needs clarification or improvement. Monitor officer documentation and provide guidance when incident reports, daily logs, pass-overs, key records, lost and found entries, or patrol notes are incomplete, delayed, unclear, or inconsistent with department standards. Promote consistency and accountability by reinforcing established policies and procedures without favoritism, informal exceptions, or unprofessional communication. Identify officer performance trends, training needs, procedural gaps, and recurring operational issues, and communicate them through the proper chain of command for leadership review. Escalate formal coaching, counseling, discipline, scheduling conflicts, repeated performance concerns, or employment-related matters to the Assistant Director of Security rather than handling them independently. Lead by example during routine operations, guest interactions, high-pressure incidents, emergency response, interdepartmental communication, and follow-up assignments. Support a culture of accountability, service, safety, documentation, continuous improvement, and professional growth within the Safety & Security Department. Patrol assigned hotel areas, monitor cameras, respond to alarms, identify safety hazards, observe property conditions, and maintain a visible security presence throughout the property. Respond to medical incidents, disturbances, suspicious activity, property damage, guest complaints, workplace injuries, lost and found concerns, and emergency situations in accordance with hotel procedures. Assess scene safety, request assistance when needed, communicate timely updates, preserve evidence when applicable, use available hotel resources appropriately, and maintain a calm professional presence during incidents. Interact professionally with guests, team members, vendors, contractors, emergency responders, law enforcement, hotel management, and other departments while supporting service recovery and operational needs. Complete or support incident reports using factual, neutral, objective, and defensible language that avoids speculation, blame, unsupported conclusions, or admissions of fault. Gather relevant incident information, including names, contact information, statements, photographs, video review requests, timelines, witness details, key activity, access-control information, and management notifications. Support procedures involving guest injuries, team member injuries, property damage, intoxication concerns, disturbances, elevator entrapments, fire alarms, evacuations, severe weather, medical response, power outages, and law enforcement response. Monitor and document after-hours access, vendor entry, deliveries, secured-area access, associate escorts, contractor activity, and other access-control concerns according to hotel standards. Communicate safety, maintenance, access-control, staffing, guest-impacting, policy, and operational concerns through the proper chain of command. Recognize and elevate serious matters involving injuries, intoxication or removal concerns, property damage, law enforcement response, fire/life safety, potential liability, workplace violence, major guest dissatisfaction, or matters requiring People Services, claims, legal, or corporate review. Assist with lost and found intake, storage, guest inquiries, item release, owner follow-up, Boomerang entries, and required documentation. Maintain confidentiality of security reports, investigations, guest information, team member information, access-control information, camera footage, and sensitive hotel documents. Perform all duties of a Safety & Security Officer as needed and complete additional safety or security-related duties as assigned by the Assistant Director of Security or hotel leadership. Qualifications High school diploma or general education degree (GED), or equivalent combination of education, experience, and training. Minimum of one year of security officer experience in a high-volume setting preferred. Previous hospitality experience in a Four Diamond or luxury lifestyle hotel environment preferred. Valid driver’s license and satisfactory driving background/criminal history record as required by property standards. Knowledge of basic security practices, investigative methods, emergency response, fire safety practices, and hotel loss prevention preferred. Valid CPR and first aid certification, or ability to obtain certification within the required timeframe. Certification in alcohol awareness program, or ability to obtain certification within the required timeframe. Ability to understand, speak, read, and write in basic English. Ability to communicate clearly, professionally, and respectfully in verbal and written form. Ability to compute basic arithmetic and complete required documentation accurately. Must be available to work weekends, holidays, nights, and flexible shifts based on operational needs. Working Environment/Physical Demands While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals. The team member is occasionally required to climb and use balance. Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 35 lbs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. While performing the duties of this job, the team member will experience temperature fluctuations (rain, wind, heat, humidity), and moderate to high noise levels. Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. This job description is subject to change at any time. The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor. #lakenonawavehotel.com #J-18808-Ljbffr