On-Call Security Agent

Overview

Level: Entry

Job Location: Balboa Bay Resort - Newport Beach, CA 92663

Salary Range: $23.00 - $23.00 Hourly

Job Shift: Any

Job Category: Hospitality - Hotel

Position Summary: Safeguards hotel property, assets, guests, visitors, and team members.

Responsibilities

• Primary Responsibilities/Essential Functions:
  • Patrols hotel/resort property 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. May use vehicles to patrol property.
  • Investigates, records and reports any accidents, incidents or other issues necessary for the safe and efficient operation of the property and safety of persons. Writes incident and accidents reports, monitors investigations to their timely conclusion and ensures appropriate follow-up with guests, visitors and team members, documenting all contacts. Contacts, cooperates and collaborates with outside law enforcement/government agencies to report and investigate incidents.
  • Maintains accurate records while performing basic office duties including, but not limited to, camera monitoring, shift activity log, code book, and team member and guest interaction. Enters information into the computer. Runs and analyzes various reports to monitor security trends etc.
  • Administers property's key control policy. Provides key assistance, lock programming and related investigations as requested or required.
  • Stays abreast of all security concerns, logs, reports, and activities by reviewing information from prior shift(s), debriefing, etc. Completes all shift logs and passes information on to the next shift. Brings concerns to attention of management.
  • Resolves guest complaints and anticipates potential problems by reviewing and monitoring incident reports. 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 & Found 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.
  • Follows all safety and security 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.
  • Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions

• Regularly assists other departments when needed. Assistance may include delivery of food and miscellaneous items to guest rooms; assisting engineering with simple tasks (such as changing light bulbs, minor repair, etc.); assisting the valet and bell staff (i.e. parking cars, handling luggage, concierge duties, etc.); assisting the front office/front desk by checking in guests, etc.
• Assists Supervisor in checking alarm systems, safety and fire equipment systems and closely monitoring security of building doors, service areas and delivery areas.
• Provides security escorts to team members and guests as required or requested.
• Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service. Assumes a lead role during emergency response needs as directed by the General Manager or other management.
• Effectively deals with internal and external customers, some of whom 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.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Qualifications

• High school diploma or general education degree (GED), or equivalent combination of education and experience. Specialized police or security training preferred.
• Two years of experience in related security position. Hotel or resort experience preferred.
• 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.
• Able to use mathematics to solve problems.
• Completes required training as scheduled.
• Requires ability to use property’s computer and systems to record, store and analyze information.
• 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 or in an emergency situation.
• Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests and government agencies.
• Able to work independently with minimal guidance and as part of a team.
• Must have current Guard Card.
• May require valid drivers' license in good standing with clean driving record.
• Must complete TIPS® (Training for Intervention Procedures) alcohol awareness certification as scheduled upon employment. Must complete have current CPR, First Aid and Defibrillator certifications or willingness and ability to obtain these within 45 days of employment.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
• Must maintain a clean appearance and professional demeanor.