LOSS PREVENTION OFFICER

Job Description

Job Description:\n\n \n \n \n \n \n \n \n Location: \n JW Marriott Marquis Miami | 255 Biscayne Blvd Way, Miami Florida 33131 USA\n \n Begin\n • Explore a career in hospitality\n • People taking care of people\n • Have flexibility in your career\n • Be an influencer in the industry\n • Fulfill your purpose\n \n Belong\n • Be a part of an inclusive environment\n • Be your authentic self\n • Be a part of something bigger than you\n • Be a part of a community far beyond our walls\n \n Become\n • We go where you want to go\n • Achieve both career goals and life goals\n • Adapt and grow\n • Thrive on challenge and growth\n \n Do your best work, begin your purpose, belong to an amazing team and become the best version of you.\n \n Compensation: Hourly\n Schedule: Full-Time\n Position Type: Non-Management\n Work setting: on-site\n \n Benefits\n · Health Insurance\n · Dental and Vision\n · Paid Time Off\n · 401K\n · Parking and Metro Reimbursement \n · Travel Perks and Benefits\n · Recognition and Rewards\n · Growth Opportunities\n · Holiday pay\n · Free Meals\n · Free uniforms\n · Free life insurance\n · Free short-term disability\n · Exclusive Discounts via LifeMart\n · …and much more!\n \n Job Summary:\n Patrol all areas of the property; assist guests with room access. Monitor Closed Circuit Televisions, perimeter alarm systems, duress alarms, and fire life safety systems. Lock property entrances when required. Conduct daily physical hazard inspections. Respond to accidents, contact EMS, or administer first aid/CPR as required. Assist guests/employees during emergencies. Notify appropriate individuals in the event of accidents, attacks, or other incidents. Defuse guest/employee disturbances. Call for outside assistance if necessary. Complete incident reports documenting all Security/Loss Prevention related incidents. Handle all interruptions and complaints. Resolve safety hazard situations. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Report to scenes of vehicle accidents/thefts. Call for assistance using proper code responses. Complete a Loss Prevention shift summary/daily activity report. Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals. Conduct investigations and gather evidence. Conduct interviews with relevant parties. \n Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications; ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period. In addition, some states may have additional licensing/registration requirements to be considered for this position. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. \n Job Family Core Work Activities\n \n Safety and Security \n · Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. \n · Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters). \n · Report work-related accidents, or other injuries immediately upon occurrence to the manager/supervisor. \n · Maintain awareness of undesirable persons on property premises. \n · Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. \n · Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood-borne pathogens, etc., including using Material Safety Data Sheets (MSDS). \n · Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. \n · Complete appropriate safety training and certifications to perform work tasks. \n \n Policies and Procedures \n · Protect the privacy and security of guests and coworkers. \n · Maintain confidentiality of proprietary materials and information. \n · Follow company and department policies and procedures. \n · Protect company tools, equipment, machines, or other assets by company policies and procedures. \n · Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures. \n · Perform other reasonable job duties as requested by Supervisors. \n \n Guest Relations \n · Address guests' service needs in a professional, positive, and timely manner. \n · Assist individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). \n · Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. \n · Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. \n · Thank guests with genuine appreciation and provide a fond farewell. \n \n Communication \n · Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. \n · Speak to guests and co-workers using clear, appropriate and professional language. \n · Exchange information with other employees using electronic devices (e.g., cell/mobile phones, pagers, and two-way radios, email). \n \n Working with Others \n · Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. \n · Support all co-workers and treat them with dignity and respect. \n · Develop and maintain positive and productive working relationships with other employees and departments. \n · Partner with and assist others to promote an environment of teamwork and achieve common goals. \n \n Quality Assurance/Quality Improvement \n · Comply with quality assurance expectations and standards. \n \n Physical Tasks \n · Stand, sit, or walk for an extended period or for an entire work shift. \n · Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. \n \n Surveillance/Patrol \n · Patrol all areas of the property by foot or vehicle using specified equipment (e.g., flashlight, high visibility jacket) to ensure guest and meeting rooms are secure and assist guests with room access. \n · Monitor Closed Circuit Televisions (CCTV), perimeter alarm systems, duress alarms, and fire life safety systems to ensure that any unusual behavior or emergency is dispatched to appropriate personnel for investigation and recorded. \n · Lock property entrances during designated times. \n · Conduct daily physical hazard inspections and report any unsafe conditions or work practices. \n \n Incident/Emergency Response \n · Respond to the scene of guest or employee accidents and determine if emergency aid is required. \n · Administer first aid/CPR to guests or employees as required. \n · Assist guests or employees during emergencies, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc. \n · Notify the manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents. \n · Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required. \n · Defuse guest or employee disturbances/altercations by company policies and procedures, including summoning appropriate authorities if necessary, and documenting the incident. \n · Respond to domestic problems with guests and call for outside assistance if necessary. \n · Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms. \n · Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc. \n · Resolve safety hazard situations. \n · Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). \n · Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. \n · Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. \n · Thank guests with genuine appreciation and provide a fond farewell. \n \n Communication \n · Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. \n · Speak to guests and co-workers using clear, appropriate and professional language. \n · Exchange information with other employees using electronic devices (e.g., cell/mobile phones, pagers and two-way radios, email). \n \n Working with Others \n · Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. \n · Support all co-workers and treat them with dignity and respect. \n · Develop and maintain positive and productive working relationships with other employees and departments. \n · Partner with and assist others to promote an environment of teamwork and achieve common goals. \n \n Quality Assurance/Quality Improvement \n · Comply with quality assurance expectations and standards. \n \n Physical Tasks \n · Stand, sit, or walk for an extended period of time or for an entire work shift. \n · Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. \n \n Surveillance/Patrol \n · Patrol all areas of the property by foot or vehicle using specified equipment (e.g., flash light, high visibility jacket) to ensure guest and meeting rooms are secure and assist guests with room access. \n · Monitor Closed Circuit Televisions (CCTV), perimeter alarm system, duress alarms, and fire life safety system to ensure that any unusual behavior or emergency situation is dispatched to appropriate personnel for investigation and recorded. \n · Lock property entrances during designated times. \n · Conduct daily physical hazard inspections and report any unsafe conditions or work practices. \n \n Incident/Emergency Response \n \n Respond to the scene of guest or employee accidents and determine if emergency aid is required. \n Administer first aid/CPR to guests or employees as required. \n Assist guests or employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc. \n Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents. \n Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required. \n Defuse guest or employee disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident. \n Respond to domestic problems with guests and call for outside assistance if necessary. \n Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms. \n Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc. \n Resolve safety hazard situations. \n Escort any unwelcome people (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation. \n Report to scenes of vehicle accidents/thefts and document all required information. \n Call for assistance using proper code responses. \n \n \n Investigations/Reports \n \n Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged. \n Maintain confidentiality of all Security/Loss Prevention and property reports/documents and release information only to authorized individuals. \n Conduct investigations and gather evidence related to theft/fraud or lost items, noise complaints, assault complaints, food poisoning complaints, and other guest complaints and incidents. \n Conduct interviews with relevant parties in order to obtain statements and information related to incidents. \n \n \n CRITICAL COMPETENCIES \n Analytical Skills \n Decision-Making \n Learning \n Interpersonal Skills \n Customer Service Orientation \n Diversity Relations \n Teamwork \n Interpersonal Skills\n