Loss Prevention Supervisor

Job Description

Job Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

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The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:

The Loss Prevention Supervisor is responsible for supporting the Director of Security in overseeing daily Loss Prevention operations while performing all essential duties of a Loss Prevention Officer. This role ensures the safety and security of hotel staff, guests, and property, while upholding the highest standards of guest service. The Supervisor also plays a key role in coaching, mentoring, and assisting with the training and performance oversight of the Loss Prevention team to ensure tasks are executed efficiently and consistently with hotel standards. The Loss Prevention Supervisor helps sets the standard for ethics and integrity.

ESSENTIALS JOB FUNCTIONS:

• Supervise Loss Prevention Officers and Receiving Associates during assigned shifts, ensuring all duties are performed in accordance with hotel SOPs, The Loss Prevention SOPs, and the hotel’s safety protocols.
• Assist the Director of Security in the onboarding, training, and ongoing development of Loss Prevention and Receiving Associates staff.
• Monitor the performance of Loss Prevention Officers and Receiving Associates while providing feedback and guidance to ensure quality service, proper conduct, and protocol adherence.
• Ensure a safe environment for staff, guests, and visitors while protecting hotel assets.
• Learn and adhere to all hotel SOPs
• Perform routine patrols of interior and exterior hotel property to deter and detect suspicious activity or safety hazards.
• Respond swiftly to all emergencies, alarms, or disturbances and assist in managing emergency procedures.
• Monitor CCTV and surveillance systems to proactively identify safety risks or unlawful activity.
• Ability to operate with a strong sense of ethics and integrity. 
• Administer the hotel’s Lost & Found program and enforce related policies.
• Conduct interior walkthroughs and patrols in all front-of-house and back-of-house areas. Patrol hallways, floors, villas, stairwells, lobbies, bars, restaurants, banquet areas, and storage areas ensuring the safety and security of all staff and guests. Monitor and maintain safety, security, and cleanliness of all areas.
• Conduct exterior walkthroughs and patrols of all exterior property, proactively ensuring the safety and security of all staff and guests. Monitor and maintain safety, security, and cleanliness of all areas.
• Observe, identify and report via daily reports all potential security and safety risks or undesirable conditions. Document via appropriate facility management software. 
• Prepare and submit daily written security reports.
• Report and document all security and loss prevention-oriented incidents via the correct incident reports. Ensure all accompanying documents are signed by all parties involved.
• Report and document, with all required information, all vehicle incidents/accidents, vehicle damage, and property damage via the correct property damage reports.
• Ensure that all forms of incident reports are completed, signed by all parties involved, and free of inaccuracies. 
• Ensure that all incident report narratives are accurate and free of grammatical errors. 
• Process all documents and incident reports of all kinds in a timely manner to ensure accuracy, confidentiality, and appropriate follow up by upper management.
• Assist with escorting guests and vendors, if needed.
• Monitor and maintain cleanliness of all exterior and interior areas by proactively picking up debris such as trip or safety hazards.
• Screen persons entering and exiting employee entrance for purpose and authorization, and for purpose of health screenings.
• Issue and log radios, accessories, key fobs, master and hard keys for employees and provide inventory at the closing of shift.
• Inspect personal belongings and review employee parcel passes to help prevent unauthorized removal of guest and company property.
• Monitor and register vendors entering and exiting the hotel premise.
• Flawlessly execute all processes & procedures of the company’s shipping and receiving functions.
• Receive, sign for and record all incoming mail and packages, notify/distribute to individuals or departments. Assist with outgoing mail and packages.
• Assist the Director of Security (when assigned) with conducting compartmentalized aspects associated with investigations such as reviewing CCTV playback. 
• Keep all matters pertaining to guests, staff, safety, security, and loss prevention strictly confidential. 
• Assist guests with door lock problems and malfunctioning guestroom safes. 
• Respond expeditiously to any and all emergencies.
• Accommodate all guest requests in an accurate end efficient manner.
• Answer the Loss Prevention telephone within 3 minutes, using correct greeting and telephone etiquette.
• Document guest calls/requests for Loss Prevention assistance.
• Monitor and handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
• Execute emergency response and evacuation procedures as directed by the Director of Security.
• Assist Valet/Bell Attendants when needed and when possible, during periods of high demand, while never losing sight of primary loss prevention responsibilities. 
• As needed and within legal guidelines, monitor and direct vehicle traffic on property, including guest vehicles, taxi cabs, limousines, and buses, to ensure vehicles are legally parked and to maintain a smooth and efficient flow of traffic.
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Successful completion of any training/certification processes.
• Adhere to local and government compliance with health and safety regulations to ensure a clean and safe work environment for guests and employees.
• Follow hotel policies, procedures and service standards. Comply with quality assurance expectations and standards.
• Perform other duties as assigned by supervisor and or Director of Security.

 

SECONDARY FUNCTIONS:

1. Assist other departments, as needed.

QUALIFICATIONS:

• High school diploma or equivalent.
• 3 yrs experience or more in a Security or Loss Prevention role within a hotel/resort/residential environment or a similar guest service role.
• Valid driver’s license.
• Good driving record.
• Thorough knowledge of hotel operations.
• Ability to pleasantly communicate with proper grammar both written and orally in English with guests and visitors, management and co-workers to their understanding.
• Excellent guests service skills and passion for hospitality.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to perform basic mathematical computations.
• Ability to provide legible communication and directions.
• Availability to work holidays, weekends, overnight and extended shifts during periods of high demand.
• Previous guest relations training.

Desirable Skills:

• Previous luxury hospitality training and experience.
• Fluent in a secondary language

Essential Skills: 

• Must be able to maintain a professional image exuding confidence.
• Be an ambassador of The Colony Hotel at all times.
• Ability to follow and enforce hotel standards, policies and procedures.
• Ability to prioritize work assignments and complete all assignments.
• Ability to promote positive relations with all guests, employees and hotel leadership.
• Ability to be a clear thinker in pressure situations and exercise good judgments.
• Ability to work well under pressure.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guests' needs.
• Excellent organization skills.
• Ability to remain calm and courteous with difficult/challenging guests, employees and situations.
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to maintain confidentiality of guests, employees and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to perform job functions with minimal supervision and as part of a team.

Physical Requirements:

• Prolonged periods of standing and walking and frequent pulling, pushing, and bending.
• Exposure to indoor and outdoor environment factors (e.g. heat, cold, wind, rain).
• Continuous movement throughout hotel.
• Ability to sprint short distances.
• Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 75 lbs. following appropriate safety procedures.
• Able to rapidly ascend up to 6 flights of stairs during emergencies. 
• Ability and desire to maintain adequate physical fitness to perform all job duties.